Excavator Resources – Online Ticketing System FAQs



  1. With the prevalence of spam emails pretending to be someone they are not, how can I tell that an email is from Georgia 811?
    All emails from Georgia 811 will come from an @georgia811.com email address. Any emails stating they are from Georgia 811 but do not come from an @georgia811.com email address should be immediately deleted!


  1. What is an eRequest?
    A Georgia 811 eRequest is an application to apply for a locate request at a single-family property or commercial property with one building. After we gather some information from you, we will review it, determine the underground facility owner/operators to be notified and provide your dig ticket along with pertinent information.
  2. How long does it take for an eRequest to be processed?
    eRequests Applications are processed within 2 business days upon receipt.
  3. What do I do if I need to correct or cancel my eRequest application?
    Contact the Web Help Desk at webhelpdesk@ga811.mypurecloud.com or dial (770)476-6050.
  4. Can I submit an Emergency Notification through the eRequest System?
    No. The eRequest System is for non-Emergency Normal tickets only. You may process an Emergency Notification through the Online Ticketing System if you are a registered user or call the Contact Center by dialing 811 or 1-800-282-7411 to process by phone.

Online Ticketing System

  1. Can multiple people from my company share the same web user account to create tickets?
    No. To become a web user you must go through training and pass an exam to demonstrate your online ticket creation knowledge. Individuals will be required to have a unique email address to set up a web account.
  2. Can I use my web account to view and update tickets created by other people within my company?
    Yes. You are able to view and take action (for example: Update, Additional Request, Cancel, Copy) on all web tickets that share an identical company name.

Sufficient Particularity

  1. What does ‘White Line’ mean?
    Pre-marking the dig site with white paint, white stakes and/or white flags to show the locators where you plan to dig.
  2. What if I do not know the number of ‘White Lined’ areas?
    The number of white lined areas must be indicated. The law requires the dig site area to be marked prior to creating a ticket.
  3. Am I required to physically white line the dig site?
    No. If the dig site area is not physically white lined, it must be described in a manner that minimizes any potential confusion for facility owners/operators and locate technicians.
  4. Where can I find more detail about Sufficient Particularity?
    To view the full Sufficient Particularity Policy, click here.

Ticket Size Policy

  1. Where can I find more detail about the Ticket Size Policy?
    To view the full Ticket Size Policy, click here.
  2. How many miles can I request to be located on one street?
    No longer than 1 mile on a single street. Anything beyond 1 mile is considered a Large Project and must be called into the Contact Center by dialing (770) 623-4344.
  3. Can I request an entire neighborhood to be located?
    No more than five (5) buildings, lots, or areas can be located along a single street on Normal and Emergency Tickets. Multiple streets or any request that exceeds the Ticket Size Policy will require a Large Project.
  4. How far can I request an intersection to be located?
    An intersection ticket can be requested for a maximum of 200ft in any direction.
  5. How far can I request for a cross country dig site (for example: transmission line or gas pipeline)?
    A cross country locate request may not exceed 1 mile from the starting point to the ending point. You must provide driving directions in the remarks field.
  6. Can I request locates along an interstate?
    An excavator may request up to 1 mile along an interstate when work will take place in the road or along the shoulder of the traveled road. The direction of traffic or travel must be specified on the ticket, for example: Northbound, Southbound, Eastbound, Westbound, etc. Each directional lane is to be treated as an individual road.

View Ticket Responses (PRIS)

  1. How do I check the responses of my ticket?
    There are several ways to check the ticket responses:

    • Georgia 811 Online Ticketing System > Home Page > View Ticket Responses (PRIS)
    • Georgia 811 Online Ticketing System > Log in > Search Tickets
    • On mobile devices, download the Georgia 811 App
    • Call the Georgia 811 Contact Center by dialing 811 or (770)623-4344

  2. Do I need my ticket number to perform a ticket search?
    Yes, you will need your 12 digit ticket number to check the responses. If you do not have a ticket number contact the Web Help Desk for assistance at (770) 476-6050.
    If you have a web creation account, you have several options to look up your ticket. Log in and click on Search Tickets. You will be able to perform a search using:

    • Ticket Number
    • Date Range
    • County
    • City
    • Work Date (Legal On date)
    • Company
    • Addr/Str (Street Number and Street Name)
    • Cross Street
    • Phone (Excavator Phone Number)
  3. How will I know when everything is marked?
    You will need to check the Positive Response Information System (PRIS). It will tell you who has marked, who has not marked and why. You will need to compare the PRIS responses with the markings you see at the dig site. If there is any conflicting or confusing information, contact Georgia 811 for an Additional Request.
    Note: If there are obvious signs of an unmarked utility, contact Georgia 811 for an Additional Request then contact the utility directly. If you need further assistance, contact a Liaison Manager.
  4. What is the standard depth for buried utilities? How deep are the lines buried?
    There are no standard depth requirements for buried utilities and utility members are not required to provide this information. Never assume that you know the depth of an underground facility.


  1. When does a Normal ticket expire?
    A ticket expires 30 calendar days following the selected Effective Date. The expiration date can be found in the ticket text.
  2. How long do the utility members have to respond to a Normal ticket?
    Utility members are required to respond to a Normal ticket by midnight the calendar day prior to the Effective Date.


  1. What is an Emergency Notification?
    An Emergency Notification is a communication to alert the involved facility owners or operators of the need of excavation that requires immediate attention due to: A sudden or unforeseen occurrence involving a clear and imminent danger to life, health, or property; the interruption of utility services; or repairs to transportation facilities that require immediate action.
  2. When does the Emergency Notification become effective?
    It is effective immediately.
  3. When does an Emergency Notification expire?
    Emergency Notifications expire at 7:00 A.M. three business days after the request is made.
  4. How long do the utility members have to respond to an Emergency ticket?
    The Georgia Dig Law (also known as the Georgia Underground Facility Protection Act) does not define a response time for Emergency Notifications; the members respond as quickly as they can.
    Note: If excavation must continue beyond the Emergency ticket’s expiration date, then a Normal ticket should be created and the excavator must adhere to the dates on the Normal ticket.


  1. What is a Design ticket?
    A Design ticket is created for advanced planning purposes. It indicates the crew will not be digging but wants to know where underground utility lines are for survey purposes.
  2. Am I allowed to dig on a Design ticket?
    No excavation is allowed on Design tickets.
  3. How long is a Design ticket good for?
    This notice does not expire and the Ticket Size Policy does not apply.
  4. How long do the utility members have to respond to a Design ticket?
    Utility Members must respond to the Ticket Response System (PRIS) within 10 business days on a Design Notice.
  5. How do members respond to Design tickets?
    During the Design ticket creation process, the excavator must determine how many addresses are involved in the project and answer the question, “Is this a single address?” A single address is limited to a single-family property or commercial property with 1 building.
    The member response type will be dependent upon whether Yes or No is selected as the answer:
    If Yes is selected, the member must:

    1. Respond by marking the utilities

    If No is selected, the member must:

    1. Provide a best available description of utilities in the area; or
    2. Provide a copy of the drawings or other records of utilities in the proposed area.


  1. When does an Overhead ticket expire?
    An Overhead ticket has no expiration date.
  2. How long do the utility members have to respond to an Overhead ticket?
    The utility members are required to respond within three business days. They will contact you directly.


  1. What is an Update?
    An Update (Restake) extends the life of an existing Normal ticket. A new ticket will be delivered to the member who will then have 2 business days to re-mark the dig site on the ticket. You will receive new legal dates and times, as well as a new ticket number.
  2. When do I have to Update my Normal ticket by?
    A Normal ticket can be Updated (Restaked) between the Updateable On and Update By date before 4:30 P.M. (The Update window can be found on the ticket.)
  3. How many times can a Normal ticket be updated?
    The maximum number of times a Normal ticket can be updated may not exceed 2 times after its creation or exceed a period of 90 days, in compliance with The Georgia Public Service Commission’s Large Project Rule 515-9-4-.13 and the Georgia Dig Law 25-9-6 (e). To review the document, click here.
  4. Will I get a new ticket number after Updating a ticket?
    Yes. After submitting an update, you will be provided with a new ticket number.


  1. Why do I have to draw the map correctly?
    Notified facility owners/operators are determined by the map data provided by the excavator.
    The map should be drawn to cover the ENTIRE dig site. The County and City on the map should match the address information section. Web users are responsible for the accuracy of information entered on created locate tickets.
    Note: It is crucial to verify that you have mapped the correct location of the dig site. If you fail to do so, the incorrect underground facility utility members may be notified.
  2. Can I request a locate for an address not listed on the map?
    Yes. Use the mapping tools to find and draw the correct location on to the map. Also include driving directions to the property in the Remarks field.
  3. How do I use the Address Search Results window on the map?
    The map will search information entered into the address fields, street field or the search field located in the mapping area (binoculars). There are multiple categories of search results.
    When search results are selected, a temporary place marker is put on the map indicating the location of that search result (black ‘X’ or red line/polygon). You will use the marking tools to correctly cover the dig site.

    • Exact Property Boundary – finds the exact address point (may or may not have parcel information).
    • Exact Street – Address and Exact Street Segment are not found, but a matching street is found.
    • Street Begins With – similar street names found.
    • Bing Intersection – You will have the option to select any intersecting streets with any street result found.
    • Similar Streets – this result will display when a search finds similar results.

Additional Request

  1. What is the purpose of an Additional Request?
    An Additional Request is sent to re-notify underground facility members of updated ticket information or to request assistance on an active ticket. (There is no limit to the number of Additional Requests that can be submitted. For assistance contact the Web Help Desk at webhelpdesk@ga811.mypurecloud.com or (770) 476-6050.)
  2. What are reasons to submit an Additional Request?
    The following are acceptable reasons to submit an Additional Request:

    • The underground facility member has not responded to the Positive Response Information System (PRIS) and it is past noon on the Effective date.
    • You disagree with the Ticket Response System (PRIS).
    • Locate markings are no longer visible.
    • To notify underground facility members of new information (e.g., contact information, driving instructions or a gate code).
    • To add Blasting information.

    Note:You cannot submit an Additional Request for the following reasons:

    • To change or add Work Types
    • To change the Locate Instructions in any capacity
    • To change the Dig Site address, area or street information
    • To add Boring information
  3. Can I issue an Additional Request on an Emergency Notification?
    Yes. An Additional Request can be issued on an Emergency Notification. The Dig Law does not require a ticket response on an Emergency Notification; however, many members do respond. Make sure to check Ticket Responses (PRIS).


  1. Do I need to cancel my ticket when the job is complete?
    No, you do not need to cancel your ticket when the job is complete. You do, however, need to have a valid dig ticket as long as you are digging. Please Update your request by the Update By date if you find digging will not be completed by the ticket Expiration date.