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New Change – Suspended Web Ticket Communication

By: Ontario One Call

Attention System Users

 

Effective December 4, 2017, Ontario One Call will be sending out emails regarding tickets created on the Web by excavators, whenever there is a need to alter or confirm any of the information.

Please read the following bulletin carefully for important information.

Training will be provided in November, so stay tuned for training registration emails!

 

Why are we changing?

Currently, a change can only occur on a ticket if an Ontario One Call Agent is able to reach the excavator by phone and have a verbal confirmation of the changes to be made.  If the excavator is not reachable within 3 business days by phone, tickets are removed from the system and have to be re-created at a later time by the excavator.

The goal of this change is to;

  • Decrease excavators’ wait times for the processing of a suspended ticket by Ontario One Call
  • Remove the potential for duplicating work
  • Provide the excavator more flexibility to alter the information on their ticket

 

What is changing?

Currently, Ontario One Call will phone an excavator if there is an issue with a ticket submitted through the Web Portal.

Beginning December 4th, 2017, Ontario One Call agents will send out an email explaining the issue, with a link directly to the ticket in the body of the email. The excavator will be able to make changes to their ticket with a click, at any time of the day.

Please note that any tickets that are not corrected within 3 business days from the time the email is sent, will be voided.  If the excavator has any questions about the email, a phone number will be provided within the body of the email.

 

 

What will the email look like?

The email will be in a standard format, with the ticket number, and a link directly to the web portal. It will note the reason why the ticket was not able to be processed.

 

How do I make sure I get these emails?

Provide a valid and regularly checked email address with your locate request.

If you don’t receive a confirmation or a web clarification request from the web portal after 24 hours please contact Ontario One Call at 1-800-400-2255 to validate your email address.

Ensure you have whitelisted or added solutions@on1call.com and donotreply@on1call.com to your safe senders list and check your junk mail folder if you haven’t received an email from Ontario One Call.

 

Regards,

Ontario One Call