User Manual
This user guide provides a comprehensive overview of the key features available on the BOSS811, organized into clearly defined sections for ease of navigation. For more detailed information on specific topics, you will find links throughout the guide that direct you to additional resources.
The guide includes
Page Settings
Each page in the application features a customization icon, which enables you to modify the content and settings of that particular page. By using this icon, you can customize the following features on any page:
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Auto-refresh in: The Auto-Refresh feature allows you to set an automatic page refresh at a specified time interval. Using the drop-down menu, you can choose from various time options (e.g., 5 minutes, 10 minutes, 30 minutes) to define how frequently the page updates.
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Tickets Per Page: The "Tickets Per Page" feature allows you to control how many tickets are displayed on each page by selecting a number from the drop-down menu. It is useful when navigating large volumes of tickets, providing a more streamlined experience and improving page load times.
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Column Chooser: The Column Chooser feature allows users to customize the displayed columns by moving desired columns from the "Available" section to the "Selected" section using the arrow icons. This enables you to view only the columns that are relevant to your needs.
- Pin Emergency Tickets on Top: The Pin Emergency Ticket feature allows you to
prioritize and display emergency tickets at the top of the list. By selecting
the checkbox next to an emergency ticket, you can easily pin it on page 1,
ensuring it stays visible for quick access.
Customize a page
To customize a page, follow the steps outline below:
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Click on the setting icon
at the top right corner of the page. The customization options will be dislayed.
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Make your desired changes, such as adjusting the refresh rate or item display options.
Dashboard
BOSS811 Dashboard is designed to display a wide variety of data summaries to quickly keep track of service request tickets, ticket assignments and workload. A variety of “widgets” dynamically analyze the tickets and present pictorial summaries. They are meant to consolidate the ticket details while highlighting the unusual circumstances that need to be managed.
Some widgets act as a link to the tickets represented by the widget information. For example, the Incoming Tickets widget will display a list of the tickets represented by the count in that widget.
For more information, refer to dashboard.
Tickets
BOSS811 Tickets represent utility location service requests issued by your state's 811 agency. Each ticket consolidates one or more Service Area codes associated with the utility location service request submitted by the requester. If multiple agencies are potentially involved in the request, the same utility locate service request may be delivered to all relevant agencies.
To view tickets, click on the ticket icon 
.
Click on the ticket number to open individual tickets. You can sort tickets by clicking on the column title and an arrow will show the sort order. Click on the column title again to reverse the sort order. A count of displayed tickets is shown in the upper left corner of the Tickets screen.
Viewing Individual Tickets
- Accessing Tickets: Click on the ticket number to open detailed information about a specific ticket.
- Sorting Tickets: Sort tickets by clicking on a column title. An arrow will indicate the current sort order. Click the column title again to reverse the order.
- Ticket Count: The total number of displayed tickets is shown in the upper-left corner of the Tickets screen.
Ticket Listings and Navigation
Tickets are displayed in both the Simple Search and Advanced Search tabs on the Ticket screen. Each entry in these lists summarizes key details of a ticket, including information provided by the requester at the time of submission and any updates made to the ticket fields.
Types of Searches
- Simple Search: Provides quick access to tickets using basic criteria.
- Advanced Search: Allows for more detailed filtering and customization to locate specific tickets.
- Running a saved search: Allows you to quickly view all your previously saved searches.
- Boundary Search: Boundary search, as an additional search, helps users understand the active filters by showing them directly in the result table.
For additional details about tickets and its features, click here.
Users
Each user in BOSS811 is assigned a specific level of access or “role”. Role access is defined in the Settings – Roles configuration. You can customize each role to limit or grant permissions and customize user functionality as needed to match the responsibilities the user has in your organization.
To view users, click on the User icon 
Once a role is defined, it is associated with a user on the Users screen.
The default view shows a list of existing users. To find a specific user, use the Search 
option. You can also apply the Filter function to display accounts that meet the specified criteria.
For additional details about users, click here.
Audits
Your state’s 811 agency provides daily summary reports, one for each of the service areas for your organization. This screen displays a list of the audit reports. Each service area code that is used by your organization has it's own daily report.
Click on the Audit date to open a daily audit report. The contents of a daily audit report can be viewed using one of the two formats. The default view is a BOSS811 representation of the raw data transmitted by your state 811 agency.
Click on the One Call Format 
tab to view the raw audit report as sent by your 811 agency.
This report will highlight any service requests not closed/resolved.
Click on a Ticket ID number to open that specific ticket.
Reports
The Reports section will display a list of available reports. For more information about report, click here.
Event Logs
BOSS811 Event Logs track all changes made to tickets in the application. It records who took the action, the type of action taken (with before/after values when applicable), and when the action was taken.
Each item in the Event Log includes the name of the user, the object affected by the action, an action type (create, update), a ‘before’ and an ‘after’ summary of the action taken and a date/time stamp of when the action was taken.
The list can be filtered by user and object type (attachment, note, ticket routing rule, ticket, ticket response, and user). A count of the selected items is shown in the upper right corner of the window.
Admin
The Admin Section serves as the central location for managing system configurations and operations. It allows administrators to configure account settings, manage user roles and permissions, set up notifications, and control ticket workflows. Additional features include tools for defining business hours, integrating map services, and creating routing rules. Each module is designed to provide precise control over specific aspects of the system.
To configure, click on the admin icon 
Accounts
The Account Settings section provides tools to configure essential account details and preferences. Administrators can update the company name, upload a logo, set the time zone, and define the start day of the week to align with organizational needs. Additionally, attachment upload settings allow customization of file resolution, size limits, and permitted file types. Learn more about Account Settings.
To configure the account settings, navigate to Admin > Account
User Management
The User Management section allows administrators to manage user accounts, roles, and permissions. It provides tools for creating and updating user accounts, assigning roles, and setting access levels for various system functions. Administrators can define roles with specific responsibilities, control access to areas such as tickets, custom fields, tags, and audit logs, and manage routing rules. This section also includes options for handling API keys and custom fields, ensuring that users have the appropriate access to perform their tasks. Learn more about User Management.
To configure the user management, navigate to Admin > User Management
Notification
The Notification section allows administrators to configure email or SMS notifications for various system events. Users can set up triggers for actions such as ticket assignments, updates, dispatch failure, routing failure etc. This section enables customization of email headers, footers, and notification content, including dynamic placeholders for ticket-specific information. Administrators can define which roles or users receive notifications and adjust the conditions under which these notifications are sent. Learn more about Notification.
To configure the notification, navigate to Admin > Notification
Ticket Management
The Ticket Management section offers comprehensive tools to configure and manage the utility locate service requests. It allows administrators to efficiently set up and customize call centers, define map areas, automate ticket routing, and manage ticket-related data. Key features include:
- Call Centers: Configure providers, enable or disable call centers, and split tickets by service area. Learn more
- Response Codes: Create and manage response codes linked to specific call centers and ticket types. Learn more
- Map Services: Integrate real-time mapping services, including ArcGIS, KML/KMZ, and GeoJSON for ticket tracking. Learn more
- Map Areas: Allows users to define specific geographic regions or service areas on a map Learn more.
- Routing Rules: Define rules for automatic ticket assignment based on set conditions, enabling efficient ticket management. Learn more.
- Tags: Manage tags that can be assigned to tickets manually or through routing rules. Learn more.
- Custom Fields: Add custom fields to utility locate tickets to capture additional information, with options for required fields. Learn more.
- Time Entry Tasks: Track time on specific tasks associated with service requests. Learn more.
- Business Hours & Holiday Calendars: Set regular business hours and holiday schedules for managing ticket processing. Learn more.
To configure the ticket management, navigate to Admin > Ticket Management. Learn more about Ticket Management.