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Ticket Delivery Delays – Resolved

October 22, 2020 Updates
 
2:00 PM Update: Georgia 811 has been operating normally since before the business day began today. Additionally, all tickets created yesterday, October 21, were delivered within the same business day. We thank you for your patience during this time.
 


 
October 20, 2020 Updates

9:00 AM Update: See the information below.

  • All backlogged ticket transmissions were sent before business this morning
    • Current tickets are sending real time and have been since approx. 6:30 am
  • We are still suspending the distribution of Lates
  • Excavators are getting emails in real time, if they are deliverable, some are failed transmissions
    • This indicates an issue on the member/excavator side
  • Failed transmissions to emails – if a member or excavator has gotten NO transmissions from us
    • Applies members and excavators
    • Liaisons are reaching out to members now
    • AOL, Hotmail and Yahoo  email addresses have black listed us
      • Service request into all three
      • Individual users of these email platforms can mark us as a safe sender
    • Other companies need to mark as “safe sender” through their respective IT departments and share the below information

 
Troubleshooting Tips:
Whitelisting:
 
URL:
geocall.ga811.com
 
Email:
noreply@geocall.ga811.com
 
Email IP:
52.146.57.54
 
IP Addresses:
52.151.246.252
52.149.252.52
 


October 19, 2020 Updates

4:30 PM Update: Georgia 811 continues to seek a resolution for ticket delivery delays. Ticket creation continues to outpace delivery speed. All emergency and damage tickets entered into the system prior to 2:55 PM on Monday, October 19, 2020, were prioritized in the queue ahead of other ticket types. Teams will continue to work overnight to resolve the issue.

11:00 AM Update: For new tickets being created, we are seeing up to an hour before we are transmitting. Georgia 811 IT, and the GeoCall/P2 Co-Op are aware of the problem and working to solve it.

8:00 AM Update: The remaining backlogged transmissions began delivering at 7:00 am. We are still able to take tickets and they are delivering as well.

Members, your End of Day Audit was delivered last night just after midnight. This Audit will let you know what was delivered to your destinations in the 24 hours prior to midnight.

Excavators, you are encouraged to use PRIS to check the status of your tickets. Once you have your ticket number, you can follow the steps in this video to check the status of a ticket: Video Tutorial: How to View Ticket Responses (PRIS). The mobile apps (version 270) are also available to check PRIS, and you can click on this link for instructions on how to view tickets in the mobile app: Georgia 811 Mobile App Instruction Guide. If you get a mobile app error message, you should either (1) delete and reinstall the app or (2) manually update the app on your device.


October 18, 2020 Updates

5:30 PM Update: Transmissions continue and the back log in the queue continues to shrink. Members, you will receive your first End of Day audit tonight. It will show what has been delivered in the past 24 hours. End of Day Audits will continue nightly as normal.

12:00 PM Update: While we are still experiencing some delays in ticket delivery, delivery continues at a steady rate. All deliverable Emergency, Damage and Large Project tickets that were logged in our queue have now been transmitted. All tickets being taken in real time are being transmitted at the time they are taken. We continue to deliver the rest of the ticket types, including Normals, that are in the queue as well.


October 17, 2020 Updates

8:30 PM Update: We are now transmitting at a significantly increased frequency to both XML and email. Next update will be at noon Sunday, October 18.

2:00 PM Update: Delivery issues continue, which means that delivery is extremely slow in delivering to the member. Ticket creation is working as is Positive Response (PRIS). Excavators, please check PRIS, you will have contact info for our members and you need to see if there are any PRIS responses to tickets that were able to deliver.


October 16, 2020 Updates

5:00 PM Update: Georgia 811 will continue to seek a resolution to the ticket delivery issue over the course of the weekend and the system may be down intermittently through Monday, October 19, at 7:00 AM.

Georgia 811 recommends that excavators call the Contact Center at 811 to report any emergencies or damages during the weekend. If tickets are being delivered with a delay at the time of call, the Customer Service Representative will provide the caller with contact information for the affected utilities at the digsite and the caller will be instructed to contact the affected utilities.

Georgia 811 continues to recommend use of the Extraordinary Circumstance PRIS code 3J during this time. In addition, members and excavators with usernames and passwords can access the system to view and respond to tickets, regardless of their delivery status. Please see below for additional information. Login information was emailed to all previous EDEN users on October 12 from sender MEstes@Georgia811.com and with a subject line reading Login Information for New Ticketing System.

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Members: You may respond to tickets with the PRIS code 3J and update the code with a marked, clear, or similar code once you have marked your facility. You do not have to fill out the Extraordinary Circumstance form and you do not have to determine an expiration date. Additionally, if you have a member username and password, you can use your login credentials to view and respond to any tickets that have been assigned to your service area, including those that have not been delivered. You can follow the steps in this video to respond to PRIS: Member Response Video Tutorial. Additionally, the mobile apps (version 270) are working, and you can follow the steps in this video tutorial to respond to tickets on the mobile app: Video Tutorial: How to Respond to a Ticket. If you get a mobile app error message, you should either (1) delete and reinstall the app or (2) manually update the app on your device.

Excavators: We ask you to please be patient during this time. We know your time is important and costly and we apologize for the inconvenience. During this time, some members may be able to respond to your tickets by logging directly into PRIS and accessing their tickets, despite not having received the delivered ticket via email. Once you have your ticket number, you can follow the steps in this video to check the status of a ticket: Video Tutorial: How to View Ticket Responses (PRIS). The mobile apps (version 270) are also available to check PRIS, and you can click on this link for instructions on how to view tickets in the mobile app: Georgia 811 Mobile App Instruction Guide. If you get a mobile app error message, you should either (1) delete and reinstall the app or (2) manually update the app on your device.

1:00 PM Update: Georgia 811 will be rebooting the ticketing system starting at 1:30 coming back online by 2:00 PM.

10:00 AM Update: We continue to work on resolving the ticket delivery delays. Further updates will be provided as they become available. For those that need to contact Customer Connections, we recommend that you email at CustomerConnections@georgia811.com rather than call in order to receive a faster response. Thank you.

9:00 AM Update: IT continues to work on a resolution for the ticket delivery issues.

The Georgia 811 Mobile App (version 270) is working. If you get a mobile app error message, you should either (1) delete and reinstall the app or (2) manually update the app on your device. The mobile app can be used to respond to PRIS and check the status of tickets. Download information and instruction manuals are available on the Mobile App Information Page.

8:00 AM Update: We continue working to resolve the issue. Below is additional information.

Members: You may respond to tickets with the PRIS code 3J and update the code once you have marked your facility. You do not have to fill out the Extraordinary Circumstance form and you do not have to determine an expiration date. Additionally, if you have a member username and password, you can use your login credentials to view and respond to any tickets that have been assigned to your service area, including those that have not been delivered. You can follow the steps in this video to respond to PRIS: Member Response Video Tutorial. Additionally, the mobile apps are working, and you can follow the steps in this video tutorial to respond to tickets on the mobile app: Video Tutorial: How to Respond to a Ticket

Excavators: We ask you to please be patient during this time. We know your time is important and costly and we apologize for the inconvenience. Once you have your ticket number, you can follow the steps in this video to check the status of a ticket: Video Tutorial: How to View Ticket Responses (PRIS). The mobile apps are also available to check PRIS, and you can click on this link for instructions on how to view tickets in the mobile app: Georgia 811 Mobile App Instruction Guide.

7:00 AM Update: Slow Delivery issues continue, Georgia 811’s team has worked through the night and continues to be focused on finding a solution. All deliverable emergency tickets created yesterday have been sent at this time.


October 15, 2020 Updates

Ticketing System Down

7:00 PM Update: Georgia 811’s Ticketing System will be down intermittently until Friday at 7:00 AM to resolve ticket delivery issues from 10/15/20. The Contact Center will still be available to accept damages and emergencies, but excavators will be instructed to contact the utility directly and dig with care as the ticket may have significant delivery delays.

This page will be updated on Friday, October 16 at 7:00 AM with an updated status of the system.

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Georgia 811 Declares Extraordinary Circumstances on Behalf of Members

Georgia 811 has experienced significant ticket delivery delays on Thursday, October 15, due to the transition to the new ticketing system, GeoCall. While the system did accept tickets created on 10/15/20, the bulk of the tickets were not delivered before the end of the business day. Georgia 811 IT staff is working diligently with Progressive Partnering, the developers of GeoCall, to resolve this issue as quickly as possible.

Georgia 811 is declaring Extraordinary Circumstances (PRIS code 3J) on behalf of all its members. Excavators have tickets in queue reflecting the legal dates and times the ticket was created. However, Georgia 811 has not been able to deliver these tickets in the same business day, impacting the time needed to perform the locate. Georgia 811 has contacted the Public Service Commission Facilities Protection Unit Staff and made them aware of this situation. Members – you may respond to tickets with the PRIS code 3J and update the code once you have marked your facility. You do not have to fill out the Extraordinary Circumstance form and you do not have to determine an expiration date. Excavators, we ask you to please be patient during this time. We know your time is important and costly and we apologize for the inconvenience. We will continue to make updates on this page as our situation continues to be worked on.

To all our Safe Digging stakeholders, we are sincerely sorry for this inconvenience and any confusion this may have caused.


6:00 PM Update: The system will be offline until 6:30pm.

5:00 PM Update: The ticketing system is online and experiencing a significant delay in ticket delivery.

4:00 PM Update: IT is restarting the system in an attempt to resolve the issues and it will be back online at 4:15.

3:00 PM Update: We continue working to resolve the issue.

2:00 PM Update: We will be taking the system off line at 2:10 and we should be back up by 2:30. In the event of a utility damage or emergency, please contact the affected utility directly during this time, and then call Georgia 811 once the maintenance has been completed.

1:00 PM Update: We are prioritizing emergency ticket delivery right now, and work continues.

12:00 PM Update: Issue has been identified and is being addressed.

10:30 AM: Georgia 811 is experiencing a significant delay in ticket delivery and is working to quickly resolve the issue. Delivery is occurring, although slowly. Georgia 811 advises stakeholders to monitor this page as updates will be added below. In the event of a utility damage or emergency, please contact the affected utility directly during this time, and then notify Georgia 811 when services are restored. For questions contact Communications Manager Megan Estes at mestes@Georgia811.com or at 770-823-3936.