DigTix v2.20 Release Notes (Damage Prevention Patrols, Support and Knowledge Base Portal, and More!)
Posted
10 months ago
by John Gayness
J
John GaynessAdmin
NOTE: This article describes DigTix features at the time of the associated release. Subsequent updates may make parts of this article obsolete and/or out of date.
DAMAGE PREVENTION PATROLS
The regular patrol of critical assets are a rapidly growing part of damage prevention. Patrollers typically maintain a route based on the footprint of critical assets or create a custom route based on where high risk excavation may be taking place before, during, or after the excavation is performed. In v2.20, DigTix supports this workflow. The first iteration of damage prevention patrols (or "DPP") allows users to trigger a patrol on locates that warrant it and log their findings while on their patrols using the powerful custom forms system of DigTix.
Below is a summary of the capabilities which support the patrol workflow. Improvements will continue to be added in future iterations of DPP.
Triggering Patrols
A patrol may be triggered for any locate request within DigTix via the "Patrol Info" tab of that locate request's window. Once a patrol is triggered, it can be assigned to the appropriate patroller.
Figure 1: Triggering and Assigning a Patrol for a Locate Request
Managing Patrols
Users are able to view and interact with patrols just like they do locate requests. This includes, without limitation:
Showing, hiding, filtering, sorting, re-ordering, and exporting the new "Assigned Patroller" and "Patrol Status" fields within the ticket grid.
Viewing the location of each patrol on the DigTix map, along with any infrastructure layers that have been loaded into the system.
Viewing the raw locate request and history of the ticket.
Routing selected tickets for optimized turn-by-turn directions to visit each site.
Adding photos and other files as attachments during the patrol process.
Adding notes and forms (customized inspection forms) during the patrol process.
Figure 2: New Columns for "Assigned Patroller" and "Patrol Status"
Similar to locate requests, patrols may be filtered based on their completion status. Two new options have been added to the "Completion Status" button menu: "Incomplete Patrols" and "Complete Patrols". This allows users to easily focus on their assigned tasks - whether they're utility locators, damage prevention patrollers, or both.
Figure 3: Selecting Ticket Work Type and Completion Status
Completing Patrols
When a patrol has been completed, the patroller may update the patrol status to a completed state. Very similar to ticket statuses and incident statuses, patrol statuses are managed in the "Patrol Statuses" section of the Administration page.
Figure 4: Updating and Managing Patrol Statuses
SUPPORT AND KNOWLEDGE BASE PORTAL
The goal of the DigTix Support and Knowledge Base Portal is to provide DigTix customers with quick access to support and documentation. This is done by delivering an integrated help center which allows users to search documentation by keyword to get the information they need quickly and easily. Users will also be able to submit support requests ("tickets"), track those requests to resolution, and even search for requests they've submitted in the past by keyword. A full log of all support correspondence and attachments are available at your fingertips.
The DigTix team has already migrated several of our user and troubleshooting guides into the knowledge base. We will continue to work to get more of these guides digitized onto the portal and create new guides as additional DigTix features and improvements are added.
Figure 5: DigTix Support Portal Home Page
Figure 6: Searching the Knowledge Base for Articles
The integration of the DigTix Support and Knowledge Base Portal is paramount in our continuous goal to minimize response times, improve communication, and empower DigTix users with the best software tools in the damage prevention industry.
Submitted support tickets are immediately dispatched to the most knowledgeable support team. The support team is alerted in real-time whenever a support request is received with a direct line of communication to the requester. From there, the requester will receive email updates as new information is added to the request, up to and including resolution. The new support system includes many powerful tools to help decrease the time to first response as well as the time to resolution.
Figure 7: Submitting a New Support Request
Figure 8: Receiving an Update and Resolution Notification for a Support Request
Accessing the DigTix Support and Knowledge Base Portal
DigTix users who are defined with "User Type" of "Administrator" can access the new support portal simply by clicking on their DigTix username in the top right corner of DigTix and then selecting "Support".
Figure 9: Accessing the Support and Knowledge Base Portal
UPDATING CLOSED WORK (RE-OPENING A TICKET)
DigTix now provides the ability to allow the update of completed work on an explicit, per-user basis. This new profile setting is managed in the "Users" section of the Administration page as the "Can Update Completed Work" field. This field can be viewed in the user list and updated via a user's profile window.
Figure 10: Viewing and Updating the "Can Update Completed Work" User Profile Setting
This new profile setting has been initially configured based on users' current ability to update closed work. In other words, if a user could update completed work previously, they can still update completed work in the new release. Conversely, if a user could *not* update completed work previously, they can still *not* update completed work in the new release.
MISCELLANEOUS
Automated email notifications (positive response, alerts, etc) now originate from a "noreply@digtix.com" email address.
When users consecutively provide an incorrect password five times consecutively, DigTix will now automatically send them a temporary password via email. The user must then login with the temporary password to verify that they are not a potential unauthorized user attempting to gain access to the system.
Custom forms may now be disabled (or "retired") on a per-form basis. Any data previously submitted on disabled forms is still viewable via the "Forms" tab however no new forms of that type may be filled out moving forward.
NOTE: This article describes DigTix features at the time of the associated release. Subsequent updates may make parts of this article obsolete and/or out of date.
DAMAGE PREVENTION PATROLS
The regular patrol of critical assets are a rapidly growing part of damage prevention. Patrollers typically maintain a route based on the footprint of critical assets or create a custom route based on where high risk excavation may be taking place before, during, or after the excavation is performed. In v2.20, DigTix supports this workflow. The first iteration of damage prevention patrols (or "DPP") allows users to trigger a patrol on locates that warrant it and log their findings while on their patrols using the powerful custom forms system of DigTix.
Below is a summary of the capabilities which support the patrol workflow. Improvements will continue to be added in future iterations of DPP.
Triggering Patrols
A patrol may be triggered for any locate request within DigTix via the "Patrol Info" tab of that locate request's window. Once a patrol is triggered, it can be assigned to the appropriate patroller.
Figure 1: Triggering and Assigning a Patrol for a Locate Request
Managing Patrols
Users are able to view and interact with patrols just like they do locate requests. This includes, without limitation:
Figure 2: New Columns for "Assigned Patroller" and "Patrol Status"
Similar to locate requests, patrols may be filtered based on their completion status. Two new options have been added to the "Completion Status" button menu: "Incomplete Patrols" and "Complete Patrols". This allows users to easily focus on their assigned tasks - whether they're utility locators, damage prevention patrollers, or both.
Figure 3: Selecting Ticket Work Type and Completion Status
Completing Patrols
When a patrol has been completed, the patroller may update the patrol status to a completed state. Very similar to ticket statuses and incident statuses, patrol statuses are managed in the "Patrol Statuses" section of the Administration page.
Figure 4: Updating and Managing Patrol Statuses
SUPPORT AND KNOWLEDGE BASE PORTAL
The goal of the DigTix Support and Knowledge Base Portal is to provide DigTix customers with quick access to support and documentation. This is done by delivering an integrated help center which allows users to search documentation by keyword to get the information they need quickly and easily. Users will also be able to submit support requests ("tickets"), track those requests to resolution, and even search for requests they've submitted in the past by keyword. A full log of all support correspondence and attachments are available at your fingertips.
The DigTix team has already migrated several of our user and troubleshooting guides into the knowledge base. We will continue to work to get more of these guides digitized onto the portal and create new guides as additional DigTix features and improvements are added.
Figure 5: DigTix Support Portal Home Page
Figure 6: Searching the Knowledge Base for Articles
The integration of the DigTix Support and Knowledge Base Portal is paramount in our continuous goal to minimize response times, improve communication, and empower DigTix users with the best software tools in the damage prevention industry.
Submitted support tickets are immediately dispatched to the most knowledgeable support team. The support team is alerted in real-time whenever a support request is received with a direct line of communication to the requester. From there, the requester will receive email updates as new information is added to the request, up to and including resolution. The new support system includes many powerful tools to help decrease the time to first response as well as the time to resolution.
Figure 7: Submitting a New Support Request
Figure 8: Receiving an Update and Resolution Notification for a Support Request
Accessing the DigTix Support and Knowledge Base Portal
DigTix users who are defined with "User Type" of "Administrator" can access the new support portal simply by clicking on their DigTix username in the top right corner of DigTix and then selecting "Support".
Figure 9: Accessing the Support and Knowledge Base Portal
UPDATING CLOSED WORK (RE-OPENING A TICKET)
DigTix now provides the ability to allow the update of completed work on an explicit, per-user basis. This new profile setting is managed in the "Users" section of the Administration page as the "Can Update Completed Work" field. This field can be viewed in the user list and updated via a user's profile window.
Figure 10: Viewing and Updating the "Can Update Completed Work" User Profile Setting
This new profile setting has been initially configured based on users' current ability to update closed work. In other words, if a user could update completed work previously, they can still update completed work in the new release. Conversely, if a user could *not* update completed work previously, they can still *not* update completed work in the new release.
MISCELLANEOUS
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