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