Configure Response Codes for 811 Tickets - Lookups

Configure Response Codes for 811 Tickets - Lookups

Response codes are used to communicate how an 811 ticket was handled. When selected on a ticket, the response code can be used to push back to your 811 external system. Response code options are typically configured when an 811 integration is initially setup, but can also be modified in the Lookups module. For organizations with an active 811 integration, NEXGEN recommends reaching out to support@nexgenam.com to ensure adding a new response code manually does not require additional integration adjustments.

For information on setting up a new 811 integration, please reach out to support@nexgenam.com and/or your Client Account Manager. For more information on the initial setup of the 811 module, please see 811 Module Setup - Company Options.

Navigate to the Lookups Module

  1. Click Settings in the blue sidebar.
  2. Click Setup.
  3. Click Lookups.
  4. In the hierarchy tree to the left, expand 811 and select Response Codes.

Configure Response Codes for 811 Tickets

Add a New Response Code

  1. Go to the Lookups module, expand 811, and select Response Codes.
  2. Click +Add in the top right to create a new response code.
  3. A slider will appear. In it, enter the response code details.
    1. Prefix: The prefix displayed on the 811 response code.
      1. Prefixes are usually 3 digit codes that help users quickly identify a response (e.g., "004-")
      2. Character Limit: 50 characters
    2. Text: The text following the prefix, which describes the 811 response code. 
      1. Text examples include "NO MARKINGS REQUESTED" and "LOCATE AREA MARKED."
      2. Character Limit: 50 characters
    3. SR Type: The SR type associated with the 811 response code.
      1. Depending on your 811 ticket needs, organizations can configure different types of 811 tickets and link response codes to those ticket types. 811 SR types are configured under Settings > Lookups > Service Request > SR Type and are marked with the Dig Ticket checkbox.
    4. Active: Keep this checked if you want this response code to be selectable on the front end.
      1. The active flag is relevant if 811 response codes become obsolete but historical data is still associated to existing response codes. When a response code in inactive, the response code will not be selectable on any 811 tickets.
    5. Comment: Text associated with the response code. Currently only visible in the Lookups module.
      1. In the future, there are plans to have comment notes appear automatically in the response comment field. However, as on version 16.1.0, that is not currently slated for release.
  4. Click Save.

Edit or Delete a Response Code

  1. Go to the Lookups module, expand 811, and select Response Codes.
  2. Next to the response code you would like to edit or delete, click the drop-down arrow.
  3. Select Edit or Delete.
    1. If you are editing, select Edit and then click Save to save your changes. See the descriptions in the Add a New Response Code section for details on the fields.
    2. If you are deleting, select Delete and click Ok to confirm.


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