How to use the Review Queue

Review Queue Tickets allows testers to communicate directly with the Utility. These tickets are automatically generated based on certain actions during test submissions, document uploads, or gauge submissions.

Step 1: Understand Ticket Triggers

Tickets are created automatically when the following actions occur:

• Asset or Customer Updates
  
  
  • If a tester marks that backflow, hydrant, or customer details need updating.
    
    
  • Flag: 🟨 Yellow – Requires Utility review.
    
    
• Result Mismatches
  
  
  • When the tester outcome differs from the system outcome (Backflow / Cross-Connection tests).
    
    
  • Flag: 🟥 Red – Requires immediate attention.
    
    
• Service Status Changes
  
  
  • Hydrant marked as non-operational/out of service → 🟥 Red
    
    
  • Backflow marked as removed/replaced → 🟨 Yellow – Requires Utility review.
    
    
• Value Thresholds
  
  
  • Hydrant velocity flow < 499 GPM.
    
    
  • Flag: 🟨 Yellow – Utility review required.
    
    
• Cross-Connection Pre-Approval Requests
  
  
  • If a tester submits a pre-approval request.
    
    
  • Flag: 🟥 Red – Utility must approve or reject.
    
    
• License/Document Submissions
  
  
  • When a tester submits a license via Submit New License & Certification.
    
    
  • Flag: 🟨 Yellow – Utility must review the Contact profile, attach the document, and complete mandatory fields.
    
    

Step 2: What Happens with Tickets

Once a ticket is generated:

• A flag appears on the associated asset or customer profile.
  
  
• The Utility can review the details, add notes, and close the ticket.
  
  
• Each ticket keeps a record of correspondence between the tester and Utility.
  
  
• Status updates are visible both on the ticket and the asset profile.