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use of Tickets - SMS Responder

1. 76 Internal tracking capability with GPSGate unosi tt RR anuo aaedoa Po one e paren utu oia pe 76 iria PP R E 71 AERE i i AE E E 79 KEE e atonia tiranta e EAE E ee 89 ENEE E 90 Ackiowledgements T 92 OpenISESTicketsCAD Page 5 Introduction TicketsCAD Tickets is a Web based free open source Computer Aided Dispatch CAD software package It is a cross platform system designed to be deployed on any computer capable of delivering Web content using the AMP stack Apache MySQL PHP Tickets has been tested and deployed on computers running Windows XP SP2 or later along with various distributions of GNU Linux It is designed for ease of deployment and use by organizations with limited budgets for information technology IT support Tickets has been placed into production environments by fire districts police agencies and amateur radio organizations in support of special events and emergency communications functions and can be used with minimal modification by courier services and point to point transportation organizations It can be used by a singledispatcher or multiple operators simultaneously and supports multi departmental operation through the use of Region assignments Tickets incorporates mapping facilities provided through Google Maps which allows those facilities to be used free of charge so long as th
2. 18 un Mc c YX 19 Facility and Unit types andStatus E 20 lion mago c e eae 23 Sibi mem T M E 25 OpenISESTicketsCAD Page 2 Adding UI PER 26 Adding Facilities 28 Peinture 31 Ins ra ce e E cR Rn 34 scu M 36 SEITEN ee eegen 36 Creating call TECOrdS Rr 37 OS OAC ENT 40 Call progression SUAS siseste iis aeancorsniyancuntsueivusatssvapsnsivianadawend Loves RE Ruta PEEL Meus 42 Adding Units toa e Pep E EA E KE 44 Removing units from E 44 Uit status PONTE deed 44 clue 47 Incident list EE EE 49 Removing units from the system MN C 49 Mobile Unit use Of Tickets V eaa E 52 Additional fUnCHONS NR 56 Standard Operating Procedures screen sscscccsescstenassasssnnodussendacssecaoassaienpnursansedaoeacenstaatinn 56 TA oad sobs lice a a M 56 Pe 56 ja seics I 57 i mc 57 jb 57 TRG POS E E E E 58 Printing TEBOPS eisir cne e E E E a E easier 60 Advanced Configuration sessessessesseeseeseesses
3. OpenISESTicketsCAD Page 49 Edit unit AMR 141 data 8 mouseover caption for help information Name AMR 141 Handle 141 Icon 141 Region Type Ambulance Mobile 7 Multiple Directions Tracking ES Ringfence Select Le Exclusion Zone Status Location S Main amp Blanco Rd City ains Soa Phone Description EMEN Capability Contact Name Contact Via Lat Lng 9 36 39 4 N 121 39 6 W USNG 10s FF 19743 57532 Clear m E Remove Unit Check the Remove Unit box at the bottom of the screen and click Next You ll get a confirmation popup Click OK to remove the unit or Cancel to keep it NOTE if you try to remove a unit currently assigned to a call the Remove Unit checkbox will be grayed out and you ll see a notation next to it reminding you that it s assigned OpenISESTicketsCAD Page 50 This page intentionally left blank OpenISESTicketsCAD Page 51 Mobile Unit use of Tickets Tickets has mobile functionality included in its base deployment A defined Unit that has also a Unit account set up and associated with it gains additional functions which can alleviate some dispatcher workload We ll review the options here Remember to see any of these additional functions the user must be accessing Tickets under a Unit account AND that account must be associated with a defined Unit When a Unit logs in to Tickets they
4. Grid Traffic Street view Directions OK No ALS 9 BLS 9 Incident 11 11 MVC Addr S Perimeter Rd and Yamaha Market Pl Notice that a recommended route has been generated based on the locations I ve defined for my units and a straight line distance between each unit and the incident is shown Selecting a different unit will produce a recommended route for that unit if one can be generated If you aren t using the mapping system these functions won t be OpenISESTicketsCAD Page 41 shown Clicking the Mail Direcs button will send a Google Maps turn by turn route to the dispatched unit starting at the unit s current location and ending at the incident if that unit has an email address defined and email is enabled in the system The button will still appear if the system is not connected to the Internet or if email is not enabled but it will be inactive The selector buttons on the map can be moved as needed by clicking and dragging the Drag Me legend This may be helpful if the buttons are hiding a needed part of the map If your system isn t connected to the Internet the selector buttons will appear on the upper right side of the page and still can be dragged as needed to allow the full screen to be read I ve selected the first unit in the list as my responding unit All that s left to do here is click the DISPATCH UNITS button currently shown in the map area P1 get a confirmation popup window C
5. ii OpenISESTicketsCAD Page 42 Reading across the panel you ll first see the incident number I have my test system set to append the incident name to the number as a mnemonic for the operator Next is the synopsis that was entered on the New Call screen the location and then the responding units Each unit assigned to the call will appear on a separate line followed by a series of check boxes and a status drop down The check boxes have the following meanings D dispatched R responding O on scene FE facility enroute FA facility arrived Clear clear of the incident enc To record the specific time of each change of status click the appropriate status box to check it then click theApply AII button on the right side of the Call Board bar to update the status If multiple units are assigned to a call several status changes can be recorded at once simply by checking as many boxes as are needed at a time and clicking Apply AIL NOTE Call progression status is different than unit availability status Follow your agency s policies and best practices in recording all status changes Parts of the Dispatch section of the bar need a bit of explanation The R D radio button allows the operators to either reset dispatch times in case of operator or timing error or delete the entire dispatch Note that deleting the dispatch does NOT remove or close the ticket It may be necessary to delete a dispatch in the even
6. o Trauma 0 o o 4 BUR Burns Upgrade altered LOC airway com 0 Trauma 0 o o 5 EYE Eye injury Upgrade altered LOC airway com 0 Trauma 0 o o 6 FAL Injury from a fall Upgrade fall greater than 10 fe 1 Trauma 0 o o 7 EXP Heat cold exposure injury Upgrade altered LOC difficult 0 Trauma 0 o o 8 IND Industrial machinery tool accide Upgrade altered LOC difficult 0 Trauma 0 o o a STA Stabbing GSW armed assault Upgrade altered LOC difficult S Trauma 0 o D 10 TRA Traumatic injury lac punc abras Upgrade altered LOC difficult 0 Trauma 0 o o 11 MVC Motor vehicle collision Upgrade multiple victims alter 1 Trauma 0 o 0 12 ABD Abdominal pain medical in origi Upgrade altered LOC GI bleedin 0 Medical 0 o o 12 ALL Allergic reaction including sti Upgrade altered LOC difficult d Medical 0 o 0 14 BAC Back pain non traumatic Upgrade altered LOC difficult D Medical 0 o o 15 BRE Breathing problems difficulty Upgrade altered LOC history of 2 Medical 0 o o 16 CHE Chest pain non traumatic Automatic ALS 2 Medical 0 0 o 17 DIA Diabetic problem Automatic ALS 2 Medical 0 o o 18 HEA Headache non traumatic Upgrade altered LOC blurred vi 0 Medical 0 o o 19 POI Overdose poisoning ingestion Upgrade altered LOC difficult 1 Medical 0 o 0 20 PSY Psychiatric behavioral Upgrade unconscious or decrease 0 Medical 0 o o 1290 Search In types In types Properties Add new In types entry Defin
7. Full name Date of birth Gender M e F se VO Insurance Medicare m Facility contact SZ Only carrier name is Description recorded in call record Signal Select As of 2011 z 2 fui fv a Cancel Reset Next OpenISESTicketsCAD Page 35 Operations Finally All our units are set up and in place we have facilities defined and their statuses set incident types are created and ready We can create tickets and dispatch units to them I advise that you read through this section carefully and closely and at least twice It s long so take your time and take notes Again I d advise you to only give your operators the access they absolutely must have in order to do the job Too much access can damage the system too little and they can t do what they need to In most cases Operator access is going to be enough for routine use Situation display Here is an example Situation screen from my test system For those who have read ahead to the Advanced Configuration section on Regions and Boundaries note that while this Situation screen is from a previous software version the default General region will which display all units and regions in the system which would be an equivalent mode of operation 33 ickets 2 13 C beta on n5iln dyndns Org Logged in admin Super Module main 7 Day Night Time 11 21 Manual Logout M New Units Face Search Reports Config SOP s Chat He
8. Board Mobile wN Link to local User Manual OpenISESTicketsCAD Page 57 Reports Tickets has five pre defined report types available I 11 review each in turn In order to produce printed copies of these reports the user must have access to a printer either physically connected to the computer they are using to access the Tickets deployment or available on the network Reports can be filtered to show individual units or incidents as needed There are also aggregate reports available by day month or year Filters can be applied to any available reporting period NOTE the gold arrows shown in the screen shots are scroll arrows for report pages that exceed the screen display area They appear on all Reports screens that exceed the height of the display The Units daily report shows each unit with timestamps for each configured duty status Units Daily Report Mon Apr 11 available unavailable in service Off Duty Incident 140 Mon Apr 11 10 54 11 10 10 54 SOC 2 141 10 07 soc 5 141 11 21 11 22 soc 2 2D7 10 07 SOC 4 746 11 17 11 18 AS 11 24 soc 5S AS 11 26 A7 11 15 soc 5 S14 11 21 11 22 soc 5 The Dispatch daily report shows each incident with timestamps for each change of call progression status Dispatch Daily Report Mon Apr 11 niue Unit Dispatched Responding On scene Cleared SOC 2 2 11 10 09 SOC 2 3 11 10 09 SOC 3 4 11 10 54 11 10 57 11 11 26 SOC 4 A7 11 11 18 11 11 19 SOC 5 141 11 11 22 11 11
9. www apache org MySQL relational database http www mysql org PHP Hypertext Preprocessor scripting software http www php net Google Maps http maps google com and associated APIs Tracking functionality includes or is made possible through APRS http www aprs org APRS fi http www aprs fi Google Latitude http www google com latitude InstaMapper http www instamapper com LocateA http locatea net OpenGTS http www opengts org GPSGate http www gpsgate com The development team e Andy Harvey developer e Arnie Shore developer e Kevin Bednar Windows installer maintainer TicketsCAD org Web site e Alan Jump technical writer documentation maintainer OpenISESTicketsCAD Page 92
10. It is designed to work with a large number of GPS enabled devices including some commercial asset tracking equipment At the time of this writing I do not have the requisite equipment on hand to test OpenGTS tracking so I will refer interested readers to the project s home Web page at http www opengts org for information regarding compatible equipment deployment and operation Internal tracking capability with GPSGate Tickets has the capability to track assets internally using the GPSGate facility This system relies on a stand alone GPS connected to a computer running Windows XP or later See the GPSGate site at http www gpsgate com for more information including a list of compatible GPS devices The development team has examined this functionality with the assistance of agencies and individuals who volunteered time and equipment for testing what follows are the recommended procedures for configuring and utilizing GPSgate as a tracking system The first step is to select or create a Unit which will be tracked using the internal system and select Internal as its tracking type Tracking Mone APRS Instamapper GTrack LocateA Latitude OpenGTs Internal Ringfence Exclusion Zone Select Internal tracking Status Location City e In the text box to the right of the tracking selection drop down enter a unique identifier string this can be any alphanumeric string so long as it is unique to
11. Log 11 12 CHE Code Unit Status When By From Incident opened 13 20 nSiln 0 1 DISPATCH UNITS to S Perimeter Rd and B rd Laguna Seca CA Note that on the Situation screen there are no icons indicating unit status The Call Board then becomes the primary means of seeing call progression and unit status Closing a call is the same click the incident to open up the edit screen and then click Close Incident as before Changing either unit or facility status will generate a log entry in the system just as changing anything in an incident This provides audit trail capabilities for emergency managers We ll cover the reporting functions in the next section of the documentation OpenISESTicketsCAD Page 48 Incident list display sequencing On the Situation screen the newest incidents will always appear at the top of the list Closed incidents struck through will be listed in descending order of severity or priority not by incident times If the mapping system is enabled incident marker flags will automatically renumber to coincide with the incident list on the Situation screen Removing units from the system Some services such as larger EMS or law enforcement operations rotate units through the course of a day and may have more units in service during some parts of a day than others It may also become necessary to replace units due to vehicle retirement or replacement if units are designated by vehicle nu
12. obtain the most recent Windows installer for the Tickets system and proceed with that installation Thanks to Kevin Bednar K2KMB for developing the installer package as well as deploying and maintaining the demonstration system at http www ticketscad org On Windows Vista or Windows 7 installations you OpenISESTicketsCAD Page 8 may get a warning that Windows Firewall has blocked Internet access by the software If you receive that warning click the Unblock button Otherwise Tickets will not be accessible from the Web mapping functions will not work and Tickets will only operate on the computer on which it was installed See Making Tickets visible from the Web below Support If at any time you have an issue with installing Tickets you can consult or better yet join the Open Source CAD forum dedicated to Tickets The forum is at http groups google com forum topic open source cad The TicketsCAD org site also has Live Help available during business hours in the United States That forum is also where users can learn of new software or documentation releases contribute ideas for further development or provide bug reports Software updates Updates to the Tickets software are typically installed by extracting the released zip file into the base directory or folder where the Tickets files were placed during the initial installation normally www www tickets htdocs or htdocs tickets depend
13. 10 31 Tickets has the capability of defining separate Regions As shipped Tickets has four region types pre defined a General region meant as a catch all or for those who aren t planning in implementing Regional operation Fire EMS and Security These Region types can be assigned to individual Regions in a deployment s coverage area and using the map markup facilities can be defined graphically Further individual Users can be limited to operating within certain Regions which permits them to see only those resources and incidents attached to those Regions One application of Region assignments should be obvious assigning dispatchers to separate Regions by emergency response discipline but allowing Supervisors to view all Regions at once or selectively turn off display of certain Regions to allow for better situational awareness Take note here if a User is assigned to a certain Region they will NOT be able to create or act on an Incident for any other Region However all Incidents created by default are displayed in the General region Remember when you created a new User This is where OpenISESTicketsCAD Page 19 it becomes very important to ensure that new User has a Region assigned I ll go more into Region configurations in the Advanced Configuration section Facility and Unit types andStatus types Now we re getting into the heart of the configuration The next things you should be thinking about is how you want
14. 25 soc 5 S14 11 11 22 11 11 25 average elapsed minutes from dispatch The Incident Summary report will be of interest to emergency managers It displays a list of incidents for the selected time frame and a series of pie charts which break down incidents by severity or priority type and location Locations are determined by municipalities as entered in the City field of the New Call screen and municipalities or jurisdictions not listed in the Google database can be defined using the Places option on the Config screen OpenISESTicketsCAD Page 58 x Date Time Mon Apr 11 10 06 10 09 10 53 11 17 11 19 11 21 11 26 11 35 Incidents Daily Report Mon Apr 11 Code Incidents by Severity 40 02 ao o Incident User From Incident open soc 2 n5iln 99 43 10 175 Incident close soc 2 nsiln 99 43 10 175 Incident open soc 3 nSiln 99 43 10 175 Incident open SOC 4 nsiln 99 43 10 175 Incident close SOC 4 n5iln 99 43 10 175 Incident open soc 5 nSiln 99 43 10 175 Incident close soc 3 nSiln 99 43 10 175 Incident open soc 6 n5iln 99 43 10 175 Incidents bu Tupe Clweng 1 Mu 1 Bi reor 2 Blau 1 Bus 2 m Boc Ere 3 Incidents by Location 20 07 lil 20 07 40 02 920 0 Fort ord 1 E Laguna Seca 2 Marina 2 Bl Oo Monterey T The After Action report will produce a continuous list of all incidents for the selected time period with a complete list of associated timestamps and a table of Note Patient and Action en
15. Internet the Incident Lat Lng fields should now be populated if they aren t either try looking up the address of the incident again using the Lookup button or clicking on the incident location on the map NOTE clicking the incident location on the map will override the geolocation generated by the address lookup which may be necessary if a lookup failed to produce the correct location Below is a sample New Call screen with appropriate fields for that call completed New Call mouseover caption for help information Location S Perimeter Rd and Yamaha Market PI City Laguna Seca st CA Phone 8038247414 Nature MVC Priority medium Protocol Upgrade multiple victims altered LOC significant mechanism entrapment rollover Synopsis Reported car vs bicycle low speed collision Signal Select 911 Contacted ves Reported by Cell phone Incident name 11 11 MVC Scheduled Date Facility Incident at Facility i Receiving facility EN Run Start a 2011 3 18 12 12 Status Open EN Run End Disposition Signal Select EN Incident amp 36 580384 121 754887 usNc Lat Lnq Historv Cancel Reset Next When all fields are filled correctly click Next Dispatching Units OpenISESTicketsCAD Page 40 You ll next be presented with a screen allowing you to select responding units This gets a little more complicated so follow along closely here If one operat
16. Wl Genera C City Fire lems fi ANI Boundaries Ringfence Select Exclusion Zone Select e Boronda aC Type Ambulance Mobile Multiple Directions 4 Eed Y AC e EN Tracking None sl ll N S P Se e Status In Service v w K Location E Alisal St and N Sanborn Rd 4 Peo Hr City amp Salinas St CA vi wy Le P Phone S de 1 Description ALS Ambulance v Confederate i Capability Comers Contact Name Contact Via Lat Lng amp 36 40 4 N 122 22 4 W usNG 10S FF 22644 59473 Required Cancel Reset Next Drag Click to unit location The Type option will show a drop down selection of the Unit types you defined earlier as the Status option will show the Status types The unit shown above is a mobile unit so I assigned a default location for mapping purposes by entering the location and clicking the Lookup button the glasses That populated the Lat Lng and USNG fields automatically An alternate option would be to click the map to assign a default location which will populate the Lat Lng and USNG fields then entering the location without clicking Lookup If the Multiple option is checked a unit will show Available on the Situation screen even if already dispatched which will allow that unit to be dispatched on more than one call simultaneously This may be useful for example in dispatching an Animal Control unit or laboratory courier that might be expect
17. accurate records is extremely important in the emergency services even for volunteer organizations Tickets timestamps each change to a call ticket as it occurs including the login identifier of who made each change along with the final octet of the IP address of their computer The software also precludes changes to call records except by users with sufficient access permissions and even then will log any change made to a ticket This preserves a verified audit trail for each and every call record generated by the software and its users In the United States call records are viewed as legal documents They should be treated as such Do not enter any information into a call record that you would not want printed in a newspaper or heard on the evening news Even with HIPAA restrictions all call information stored in Tickets can be used as evidence Consult a practicing attorney in your area should you have any questions or concerns regarding how call information stored in or generated by Tickets could be used in court OpenISESTicketsCAD Current calls E 11 20 Burs Infield aid station Di 11 19 FAL S Perimeter Rd at pedestr Incident 11 20 BUR Addr Infield aid station City Laguna Seca CA Priority normal Nature BUR Synopsis 24M eval for contact burn to arm from exhaust pipe Protocol Upgrade altered LOC airway compromise burns to head face neck genitals hands feet more than 20 BSA involv
18. and is designed for use with a large number of devices For full information on OpenGTS see the project Web site at http www opengts org Tickets also has internal tracking capability using the GPSGate system which is intended for co installation on the same server I ll go into more detail on that in the Advanced Configuration section If the unit you just added is going to be capable of accessing Tickets from the field create a separate Unit account for them Add User Required User ID 431 Password 2292299 Confirm eeeeee ox Level Super Admin Operator Guest Member Unit 9 Unit Select one x Last name AMR 193 First DOB Callsign Ident Set the Level at Unit and select the unit identifier from the Unit dropdown list Note that only accounts of Operator or higher may have a Unit selection assigned to them attempting to assign a Unit to a lower access level will produce an error Note the Contact via field Entering a valid email will allow Tickets to send emails dispatch information or configured notifications to that email address if your system is configured to send emails The entered email address can be a SMS gateway which will allow Tickets to send SMS messages to the designated unit Tickets recognizes certain SMS gateways and will automatically break generated emails to remain below the typical 160 character limit per message We ll go into the functions
19. any unit displayed on the current map if mapping is enabled will pop up a window containing basic information and include a Dispatch link Clicking that link will take the operator to the Dispatch screen from which additional units can be selected for dispatch If the operator clicks a unit not displayed on a map or if mapping is disabled a screen showing the unit information will be displayed along with a To Dispatch button Clicking that button will display a list of active incidents Click the incident the unit is to be dispatched on to add them to that incident NOTE it will be necessary to close and re open the Call Board bar to show the call progression check boxes for units added to an existing call Removing units from a call The Clear check box on the Call Board can be used to remove individual dispatched units from a call Checking that box and clicking the Apply All button will remove the specified unit from the call but will not close the call That option allows for example a fire alarm call with multiple units responding to have certain units cancel from the call or be returned to service after responding without affecting the status of other responding units Some fire department jurisdictions refer to this as reducing the call If the Clear check box is checked for the only unit assigned to a call and Apply All is clicked that unit will still be shown as no longer assigned to the call but the call will remain ope
20. available for compatible browsers abbreviate affected abbreviate description These settings limit the associated field lengths on Call Board Situation Full Screen and Report screens to the specified length An entry of 0 allows the entire field to be displayed Both settings default to 30 characters allow custom tags This setting allows the use of HTML tags in field entries The default is O off allow notify This allows setup and transmission of notification emails using the selected specifiers We ll go into setting up notifications later in the manual The default is 1 on For this setting to have any effect email must be enabled and functioning aprs fi key Tickets v2 13a changed sourcing for APRS tracking from OpenAPRS to APRS fi To use APRS tracking obtain a valid API key from APRS fi and enter it in this field auto poll This specifies how frequently in minutes the Instamapper and APRS servers are polled for position updates Both require valid API keys from the associated servers The default is 0 no polling auto route The default is 1 on which allows Tickets to create routing from a unit s defined or reported position to an incident location If mapping is not available this setting will have no effect OpenISESTicketsCAD Page 62 call board There are three possible settings O no call board display at all 1 the default creates a floating Call Board window or 2 displays the Call Board i
21. description of Notification function addition of Places function clarification of browser requirements and limitations e 21 April 2011 expanded Notification subsection to describe configuring notifications on individual incidents e 23 April 2011 expanded Reports descriptions included basic technique for printing reports or copying report contents into office suite applications e 24 April 2011 documentation of new requested feature full width option to allow for display of full Address field on Incident Management report e 25 April 2011 oper can edit configuration option must be 1 to allow Operator level users to add Action or Patient entries on incidents e 11 May 2011 new software release update updated several screen graphics to reflect latest release screens additional information added regarding setting up tracking using InstaMapper note that clicking an incident in Incident Management report will open a pop up displaying full incident details description of call progression status time indicator on Situation screen reformat headings and subheadings add short description of Show Hide panel on Situation display note that a notification email address can be a SMS account minor readability cleanups e 12 May 2011 revision of Mobile screen description to include function of and required sequence to enable Facility Enroute and Facility Arrive buttons e 19 May 2011 minor cleanup and corrections of typographical errors
22. field To do so check the full width box as shown below Select Unit Select Incident UnitLog Dispatch Log Station Log Incident Summary After action Report In t mgmt Report Mouseover for buttons V full width Last Week 04 11 04 12 04 13 04 14 04 15 04 16 04 17 This Week 04 18 04 19 04 20 04 21 04 22 04 23 04 24 Mar 11 Apr 11 2010 2011 When displaying an Incident Management report clicking an individual incident in that report will bring up a pop up window displaying the entire incident Printing reports Tickets currently does not have a discrete Print function incorporated it is therefore dependent on the functionality of the browser being used However most modern browsers have fairly sophisticated printing capabilities In testing for this manual I found the printing functions in Firefox more than adequate for producing hard copy reports other browsers such as Internet Explorer and Google Chrome will have similar capabilities OpenISESTicketsCAD Page 60 In most cases all that will be needed to produce a quality hardcopy of a generated report will be to generate the report you wish to print then click and drag over the text in order to highlight it and press CTRL P to access the browser s Print functions When the dialog box pops up click the radio button to Print Selected Text and then the OK button Highlighting text in this manner and pressing CTRL C will Copy that text to your system s Clipboard from where
23. for the best available match and mark that as the dispatch location This also works for known intersections e g Route 50 amp Highway 977 f the address you enter sends the mapped incident location away from the actual location of the incident the address or location isn t in Google s geocode database To properly locate the incident on your map you may need to Cancel the new ticket then restart the process but instead of entering the location or address first click on the actual incident location on the map to set the coordinates in the geocoding fields the Incident Lat Lng fields will populate from your mouse click then enter the location as usual Without either an entry in the Location field or a recorded Incident Lat Lng either by geocoding lookup or mouse click the ticket won t save and you ll get an error message NOTE the text entered in the Address field will be transmitted exactly as entered on notification pages emails SMS texts including case It may also be possible to obtain and auto fill the incident location through a white pages reverse lookup on the caller s telephone number enter the caller s telephone number with area code and click the Lookup button next to the Phone field However this should not be relied upon because lookups will fail on cell phone callers callers using VoIP telephone services such as Vonage or callers with newer phone service where the OpenISESTicketsCAD Page 38 address informa
24. it can be pasted using CTRL V into your preferred spreadsheet or word processor application Tickets outputs text in tab delimited format Text formatting is maintained in this operation An example with selected text is below The scroll arrow will NOT copy onto the clipboard Incident Management Report Fri Apr 1 to Sat Apr 23 2011 Zu transport unfounded TEST INCIDENT s iRunner dropped off at finish area Canceled prior to arrival Not dispatched OpenISESTicketsCAD Page 61 Advanced Configuration Tickets has several additional configuration functions and options many of which won t need to be changed for successful deployment and use Some options however may enhance the functionality of Tickets for a given deployment I ll go through the remainder of the settings first then discuss how to set up and use the additional mapping functions including tracking and routing Finally I ll touch on some options for integration into a larger scale operation Configuration options We ve already made some changes to the Edit settings page on the Config screen The rest of the settings in their default state provide a stable Tickets deployment Still some agencies may wish to make some changes to those settings to suit their particular needs Tl go over all the settings that haven t been mentioned yet and re examine a handful that were talked about before but need expansion Note that these options have mouse over help
25. of the deploying agency but is limited only by the imagination of the person designing the boundaries and regions OpenISESTicketsCAD Page 30 Once everything has been set including the default facility status click the Next button at the bottom of the screen Doing so saves the facility in the system and returns you to the Fac s screen Adding Units Finally we need to add some units to the system that can be dispatched to calls Units can be added only by Admin or Super operators Click the Units button at the top of the screen a jickets 2 13 B beta on n5iln dy Situation New Fac s Sear Below is a sample list of units for my test system We ll add another unit to that list v Units 8 Click line or icon for details or to dispatch Handle Name Dispatch Status M Asof 138 138 AMR 138 na Jun 15 13 10 140 140 AMR 140 na Jun 15 13 10 141 141 AMR 141 na Jun 15 13 10 2D7 2D7 na Jun 15 13 11 AS AIRS CALSTAR 5 na Jun 15 13 11 A7 AIR CALSTAR 7 na Jun 15 13 11 ILN NSILN NSILN na IN Earn 746 SO 746 na Jun 15 13 12 Again you ll be presented with a page of available options with the required settings marked with a red asterisk OpenISESTicketsCAD Page 31 E CONG 5 Add Unit Bof Map Satellite Hybrid Terrain mouseover caption for help information lt gt y U Name AMR 151 atria nds Handle AMR 151 Icon 151 T Ces D Region H
26. the displayable parameters is selectable by dropdown and may be arranged in any order desired Each field is self explanatory as to content and format Individual parameter thresholds will be a matter of local policy and best practice When a displayed parameter meets the configured Threshold and Threshold Type that parameter s display box will turn red and remain so until the parameter no longer meets the configured threshold and type a Critical alert In the example display if the average time between dispatch and on scene status exceeds four minutes that box would turn red The box will turn orange when the Threshold Warn parameter and the Threshold Type condition is met an Advisory alert and will turn yellow when the Threshold Flag parameter and Threshold Type condition is met This allows for rapid identification of dispatch and response metrics that are outside the agency s or jurisdiction s specified values NOTE All statistics displayed are as of this writing resolved to the nearest minute rounding up During alpha level testing of this functionality I came across a single item of note for deploying agencies An agency electing to track the statistic Average Time to Dispatch will see a larger than correct value for that statistic displayed if additional resources are assigned to a given incident at some point after that incident s initial dispatch cycle OpenISESTicketsCAD Page 78 Messaging General Tickets CAD now i
27. then click the Submit button to save them You may also wish to change the user ID of the Admin account and as a matter of system security I highly recommend it although for your own peace of mind you may wish to first define a separate user who will have Super privileges then delete the default Admin account Follow your local policies You will add more users to the system through the Add User link on the Config screen That will come later After changing the password and returning to the Config screen click on the Admin user again That will open the Edit User screen From there click the option expand button the plus sign and make sure that user is granted access to any Regions configured This must be done even if you don t plan on building any additional Regions see the Advanced Configuration section for information on utilizing Region settings If you don t you will be able to create Incidents but will not be able to do anything else with them including assigning resources Units etc to those Incidents and if an Incident doesn t have a default Region called Group on some screens it will not be shown on ANY User s screens effectively becoming a phantom Incident record It will however appear on Reports Edit User Data User ID dispo2 Password a Level Operator oa Guest z Administrator Region lt q ___ Click here Unit ya el Last name OpenISESTicketsCAD Page 13 Edit
28. this manual to reflect the change in meaning for that field OpenISESTicketsCAD Page 71 Unit and Asset Tracking One of the most useful functions of any computer aided dispatch system is the ability to quickly identify the locations of assets and units This improves the situational awareness of users managers and other interested parties Tickets includes the capability to use seven different GPS tracking options APRS Google Latitude InstaMapper LocateA Gtrack OpenGTS and GPSGate NOTE as of this writing Gtrack is apparently defunct therefore I will only mention it in passing Replacement options are being examined Each tracking system has its own advantages and disadvantages which I will describe below Before I go any farther I will advise you that except for APRS and GPSGate the tracking systems integrated into Tickets rely heavily on the unit being equipped with an appropriate smartphone the tracking method will depend more on which smartphone is available than an agency s preference There is an exception to this LocateA I ll go into that exception when I discuss that system below A caution regarding tracking services is in order Each of these systems depends on the proper function of a GPS receiver either as a standalone device or integrated into a smartphone Consequently positioning and tracking services are also subject to the same limitations as any other GPS receiver including signal disruption by electri
29. to be archived to a csv file stored on the server which can also be downloaded for local storage Archived messages within files on the server can still be read forwarded and replied to Get all Messages During standard operation incoming SMS messages are only retrieved for associated outgoing messages that have been sent in the last 24 hours This is to avoid too much server load and associated performance impact for Tickets If you need to retrieve all messages this can be done as a single request by clicking this link Using Messaging Messages are sent as normal however there are a number of new options added to the sending of messages Contact Units On the situation screen when you click an incident in the side bar or click an incident marker on the map you get a popup info window over the map There is now an added link on this info window to Contact Units Clicking the Contact Units link opens a Messaging window with all configured units subject and message boxes a select menu to allow you to use one of the standard messages and radio buttons to select whether to use email or SMS Responder The screen looks like the one following OpenISESTicketsCAD Page 84 Ticket ID 90 Next d reset Md cancel Note that units are listed in distance
30. to define your unit types facility types and whether you want to stay with the default unit status options or change them to suit your particular deployment For example an EMS installation will need to define Facility types for hospitals and may wish to add clinics fire stations or post locations For a RACES or ARES operation you may wish to define Facility types for shelters canteens search and rescue staging areas and so forth Be as creative as your particular deployment requires Each Facility type can also have its own status which will be displayed on the Situation screen or on the map We ll go into that in the Operations chapter The examples below show the beginnings of a special event deployment of Tickets intended for emergency medical support About this version Email users Contacts Edit Settings Add user Regions Region Type Delete Closed Tickets Edit Day Colors e Edit Night Colors e Set Default Map e Set GMaps API key Dump DB to screen Reset Database e Optimize Database Test APRS Instamapper SMIP Mail Google Latitude LocateA Gtrack Open GTS Edit My Profile Add Edit Notifies Click here next Incident Numbers Incident types ittypes Unit status Facility Status e e Captions e Signals Hints Places e Map Markup e MM Categories OpenISESTicketsCAD Page 20 Table fac types 2 records mouseover Id data for functions Id f Name Description Iconby from on 1
31. 3 gt ENEE na available v na Meese 231 H MVCI MVC SS Perimeter Rd and emahe Market PLEA OO 0 Mar 18 13 12 193 MEEEE na available Selma Mer k6 83 45 Change displa 431Q0MEEB na available Lelns Mer k8 69 45 Facilities ID Facility Si AID Infield Aid Station AID na Dilelistividad Medical Center NMC na CHM Kl na ICH swm na Facilities AidStation t Time Elapsed 0 0875 Contactus Severities Normal 0 Medium 1 High 0 Severities Normal 0 Medium 1 High 1 Type Status Asof AidStation Open Mar 12 Hospital Open Test Hospital Open Mar 12 Hospital Open Mar 18 Type Status Asof AidStation Open Mar 12 Hospital Open Mar 18 Hospital Open Mar 12 Hospital Open Mar 18 Click the incident select the unit to dispatch and click DISPATCH UNITS as before To Incident 11 12 CHE 3 mins Unit Call Status As of 2 AMR 431 available 18 09 49 2 AMR 193 available 18 09 49 gt 3 o AMR 163 available 18 09 56 Mobility stopped moving fast silent e FILTER BY CAPABILITIES Filter Type OR 9 AND Filter Reset Filter Incident 11 12 CHE Addr S Perimeter Rd and B rd City Laguna Seca CA Priority high Nature CHE Synopsis 58M NTG x2 no relief Protocol Automatic ALS 911 Contacted Yes Reported by Amateur radio Phone 803 Status Open 3 mins Written 3 18 11 13 20 by nSiln Updated 3 18 11 13 20 Run Start 3 18 11 13 19 End TBD Position 0 999999 0 999999 USNG 31N BB 77438 10598
32. 9 AidStation On site aid station or infirmary LJ 1 127 0 0 1 2011 03 12 01 35 00 Hospital Hospital LJ 1 127 0 0 1 2011 03 12 01 35 40 1 Search Fac types Fac_types Properties Add new Fac types entry Finished Se Click to add new Facility types Enter a name and description for each facility type and select an icon color from the presented options and click Submit The above shows two facility types already defined Table fac types Table fac types Add New Entry Type name text Description text Icon LJ m LJ LJ LJ LJ UJ g UJ UJ click to select icon Cancel Reset Submit When you have all your facility types entered click the Finished button to go back to the Config screen Notice we aren t defining actual Facilities yet only the kinds of Facilities needed for this deployment A Super or Admin user can add Facility types as needed Only a Super user can remove Facility types Next consider whether you wish to define status types for facilities It may be useful if for example you have several hospitals in the area and those hospitals request transporting agencies divert to other hospitals due to patient census Those diversion requests can be reflected in Facility Status indications which are defined by clicking the Facility Status link on the Config screen OpenISESTicketsCAD Page 21 Table fac status 5 records mouseover Id data for functions Id f Status
33. Map Regions Facilities Unit Exclusion Zone Unit Ringfence Line Gus opacity 0 5 width 2 po EE Filled No 9 Yes Cancel Reset Next SS S w ake 50 km Map data G2011 Google Pesergenes EZ Drawing the polygon border is a simple matter of moving and or zooming the map to the desired area then clicking on individual locations on the map to place successive points denoting the border positions The software will automatically close the polygon by creating a border line between the first and last points placed so it is only necessary to place those two points in close proximity Fills will be completed automatically by the system NOTE A Region boundary like all other boundaries I will describe in this section will NOT automatically preclude a Unit from being assigned to an Incident located outside a given boundary it is intended as an operator aid only Ringfences and exclusion zones WILL produce an alert message should a tracked asset cross them but untracked units sent across a ringfence or into an exclusion zone will NOT Consider such boundaries carefully and in accordance with best practices or agency policies Banners Banners are simple text titles for given maps or map areas They are overlaid on the selected map area to denote specific information OpenISESTicketsCAD Page 68 Ring fences and exclusion zones A defined ring fence will on being crossed by a tracked Uni
34. Open Information Systems for Emergency Services TicketsCAD V2 20a 11 06 11 User s Configuration and Operating Manual Alan Jump N5ILN 11 10 2011 OpenISESTicketsCAD This page intentionally left blank OpenISESTicketsCAD Page 1 OpenISESTicketsCAD Open source Computer Aided Dispatch v2 20a Release 11 06 11 TicketsCAD Configuration and Operating Manual Alan Jump N5ILN Contents Lasel Ie TRIN RENDERE AMC AUC INCE X ee E PM Testbed system S PSCUICALIONS cassectsnraduerneasnieadacedounssuaneusandvnsnenesalensuniaamsaansenoagdeaseiiey A note on call information shown in this manual sens vic lieb Obtaining and installing Tickets usi tpe tentia ERAS EUE A o uev HU Pap EE UE Or Pata RMEE Installing by hand or on non Windows systems eese Windows eege IUe NM M Software UPC AGS MET Making Tickets visible from the Web 5 erede eR ee SEHE Rut avro FRU HIE NR UR ees dE Browser requirements Ree Te GEE UI uro MD 11 Rican MT 11 Edit setting RR C AEEA iess 14 NE eege 17 Google Maps API Key esses eene eene nnne nente a Ehake NOSAN E aE aie 17 White pages API key 18 IK Te oc
35. RR EE ead PER EE ea DER E Red ER ag 64 DIE CAVES E E 65 QUICK uites eden tede tere dure rRNA ERR As OPEP es rete diede ERE R P sores 65 restrict user add restrict user tickets eegene pte turtur n ERO UU EUN EM QE 65 e EE 65 serial number app esses eene ener enete n enne ee nnne nennen nnne nnns 65 SUL VOJT OSM m 65 ET AC COUN M E 66 qon 66 72417 BE ies 66 tickets per Page R n 66 IE V ev Rr RM 66 UIM RD Oda E E 66 OpenISESTicketsCAD Page 4 WD Key ritus Eet trei ni ee ero EHE 66 Regions and map markup opto aerei ntk epp cett etur beta ER REL RUN DEP PEE er Riad 66 Other map markp E 68 Other configuration ege 69 Delet CIOS tick tS HERE 69 Dump DB to screen 69 Massi anin iE e E EEE EA E EE EE 69 Eeer eestin ensinos er aeaa hees 69 Optimize database esses eee eene ener eene eene rennen nennen enne 69 Test JUNCHONS X 70 All Tickets Notify and Add Edit Notten 70 75 RS 70 Add Tick ts Mod le qnid rmi ea notet ege 71 do rg i P 71 Unit and E Mets snc 72 APRS M 72 Bou Print ge 73 IEN E 74 Pis P 75 OpenGTS T
36. S Treated on scene no transport 5 1 99 43 10 175 2011 04 09 17 34 13 6 NTR No transport patient refusal 6 1 99 43 10 175 2011 04 09 17 35 10 7 NTA Treated on scene no transport 7 1 99 43 10 175 2011 04 09 17 35 30 8 NTD No transport patient deceased 8 1 99 43 10 175 2011 04 09 17 35 49 5 NTU No transport unfounded 9 1 99 43 10 175 2011 04 09 17 36 08 10 CBD Canceled before dispatch 10 1 99 43 10 175 2011 04 09 17 36 23 11 CPA Canceled prior to arrival 11 1 99 43 10 175 2011 04 09 17 36 38 12 CAA Canceled after arrival 12 1 99 43 10 175 2011 04 09 17 37 12 13 NTP Canceled after arrival police m 13 1 99 43 10 175 2011 04 09 17 37 23 1 Search Codes Codes Properties Add new Codes entry Finished Adding users We re nearly finished with basic configuration I m going to presume you do NOT want your dispatchers to have full and unfettered access to the configuration of the system So set up separate accounts for them As a matter of basic system security I m going to strongly recommend the Admin account which has Super administrator permissions by default NOT be used for day to day operation because there is always the potential for making a mistake that could severely damage the database and as a result all the information you just spent all that time entering into the system So About this version Email users Contacts D HU ci Do this next ad Tickets Define a user name and set an initial pa
37. TicketsCAD Web page at http www ticketscad org Testbed system specifications Screen shots and images are derived from my test deployment which was installed on a Toshiba Satellite L305 laptop with an Intel Celeron 900 processor operating at 2GHz and 2GB of memory running Windows Vista Home Basic Typical system CPU load post install increased approximately 2 and memory use increased by 11MB combined between the Apache Web server and MySQL database services both at idle Hard drive space requirements are yet to be evaluated however a full installation occupies less than 100MB NOTE These figures are estimates only based on a very low load installation and limited data input I welcome information from users regarding their own memory and hard drive needs and consumption in actual production environments A note on call information shown in this manual Example images and screen shots contained in this manual were produced using call information derived completely from my own imagination and entered on my test system Because of US laws concerning patient privacy I cannot use live or historical data from EMScalls Mapped locations do exist as a matter of course Software License Tickets is licensed under the GNU General Public License GPL This software license allows users to use modify or re package the software without limits as long as any modifications or re packaging are also provided free of charge Licensing the softwa
38. User Data User ID dispo2 Password Confirm Level Operator Guest F Administrator S Region ak Make sure this _ Ke NA boxis checked as a minimum fact naman This has to be done for any and all Users created either now or later Edit settings Now we ll look at some low level options that can and should be customized for your particular installation Click the Edit Settings link to bring up the options page e About this version Email users Get some coffee reese You ll be in this d ONS e Add user option a while Delete Closed Tickets The described items should be changed from the default Note that all the settings have mouse over help available so if you aren t sure of what a given setting change will do you can hover your mouse pointer over it and get a brief description For any changes you make here to take effect you will need to sign out and back into Tickets First change the def area code def city and def state fields appropriately for your jurisdiction and deployment For special event use they can either be changed at the beginning of the event or simply left blank since it is presumed that all the tickets generated will be from the location of the event Filling in these fields will auto fill the corresponding fields when a new call is generated see the Creating tickets section The values can be overridden at the time of creating the ne
39. al data On the very first login of a Statistics user the display configuration page will be displayed from which all desired fields and their contents are configured The configuration page may be selected at any time for adjustment of parameters or test conditions See the screenshot below OpenISESTicketsCAD Page 77 TICKETS CAD Statistics Module Confi 1 Showing Region s General Statistics Logout 3 Integer input a More or Equal v number 1 Integer input a More or Equal number Integer input a More number Integer input a More or Equal v number ys Hours Number of Open Tickets x Tickets not Assigned Jers Assigned not Responding Responding Not On Scene Box 5 Average Time Ticket Open 0 0 40 0 0 0 30 0 0 0 25 0 Date time input as More or Equal v Da Minutes Seconds Box 6 Average Time to Dispatch 0 0 1 30 0 0 1 15 0 0 1 0 Date time input as More Days Hours Minutes Seconds Box 7 Average Dispatched to Responding v nds Box 8 Average Dispatched to On Scene ell 0 0 6 0 0 0 4 0 Date time input as More E Days Hours Minutes Seconds Cancel Submit The display will automatically refresh at the selected rate in this case every 15 seconds The auto refresh has been tested on current versions of Internet Explorer Firefox and Chrome Each of
40. and the main Tickets screen Framesize controls how big the top control panel will be in pixels func keys These are three user defined function keys which can be set to open specific URLs One defaults to the Open ISES home page For these to have any use the Tickets deployment needs to be connected to the Internet group or dispatch These two settings control how Units will be displayed according to their individual status settings I recommend leaving this at the default setting 1 OpenISESTicketsCAD Page 63 gtrack URL This sets the URL for the Gtrack server that can be used for unit tracking NOTE Gtrack is no longer supported guest add ticket If changed from the default 0 to 1 guest accounts can create tickets For system security reasons I strongly advise not enabling this feature unless there is a significant operational need to do so host This simply displays the URL of the host system for Tickets It can be set however the deploying agency desires and will be shown on the top frame of all pages instam key Enter your InstaMapper API key in this field to enable unit tracking using the InstaMapper system Tracking will be discussed later in the manual kml files This defaults to 1 on and allows the use of KML files in displaying generated maps Google transmits its maps in KML format so this should not be changed linkcapt link url Set these to a desired external link which will be displayed on the Sit
41. ash delimited string with the following format Server port ss login password email from Server is the SMTP server address Port is the required port to access that server ssl is optional required only if an encrypted login to the email server is required login and password are the necessary login items for the server Caution the password is stored in PLAIN TEXT You DO have a strong password for your Super Admin account right e email from is a From setting This field must be the same as the email reply to field above Gmail account users will need to include this field in the string other public email providers may as well As of Tickets version 2 13a 4 09 consider it a required field if your email server doesn t need it it ll ignore it sounds These two fields specify a given sound file to be played on compatible browsers on an alert condition Use the Alarm Audio Test function to play the default sounds included with Tickets Note that browser selection will affect which sound is played and not all browsers support sound terrain This setting allows the Terrain map option to be offered to users Terrain maps are image files transmitted from Google which are then overlaid by Tickets with the positions of your defined Units and Facilities and any active or recently closed Incidents Depending on your Internet connection required for this option to function this may slow your system s response tickets per pa
42. available to Unit accounts a bit later Right now be aware that a Unit that accesses Tickets from the field can update their status add Notes and Actions to the ticket on which they re dispatched and only on tickets on which they re dispatched and can access specific functions on the Call Board function bar particularly their call progression status Doing so can greatly reduce your operator s workload and provide your field units with dispatch information they can quickly refer to including the mapping functions On the other hand if your system is not connected to the Internet you cannot make direct use of these functions OpenISESTicketsCAD Page 33 WARNING Tickets can NOT always predict the correct route of travel between a unit location and an incident Roads may be closed due to special events construction or natural or man made catastrophes In the case of some deployments or incidents there may not even be roads that can be seen or mapped using Tickets With mapping functions enabled Tickets can provide decision support guidance for closest unit dispatch based on straight line distances However actual unit selection for dispatch must be the responsibility of the dispatching operator and route selection must be the responsibility of the responding unit in accordance with jurisdictional policies and best practices Tickets and its developers and the developers and vendors of mapping position reporting and routing fu
43. by a Unit or from the Mobile screen unless the associated User has Operator or higher permissions This function would commonly be used in a multiple tier EMS dispatch operation or in a fire service operation where each responding unit would update its own status but only a Chief or other fire officer is authorized to direct the call be closed If the last assigned Unit clicks the Clear button on the Mobile screen they will be removed from the call but the call will remain open Again a user with Operator or higher permissions will need to close the call OpenISESTicketsCAD Page 55 Additional functions Standard Operating Procedures screen Tickets has a separate screen accessible from the top menu which is intended for use by jurisdictions as a quick access function to display a file containing Standard Operating Procedures At the time of this writing all that is needed is for the desired file to appear as the first PDF format file alphabetically in the emd cards subdirectory or folder of the installation The specific contents of this file is left to the discretion of the jurisdiction deploying Tickets into a production environment Chat Tickets contains a built in chat client intended for use between users of the same installation who may be in physically different locations Clicking the Chat button on the top menu bar will open a separate window which functions as the Chat screen Chat logged in n5iln Send Re
44. cal noise meteorological phenomena terrain or other factors Using a smartphone s integrated GPS will also reduce that smartphone s battery life so the use of an appropriate external power source while tracking services are in use is highly recommended Finally use of a smartphone based tracking service will require that tracking service s app to be running in the case of iPhone users the app must be in the foreground except for Google Latitude which allows for background position reporting and making or receiving calls or using other apps will interrupt the tracking service s app and as a result the device s location won t update in Tickets A further caution regarding switching tracking on and off if a unit was being tracked by one of the systems described but tracking is then turned off by selecting None in the Tracking drop down selector on the Edit Unit page Tickets will NOT reset the unit s position to the default location entered on the Edit Unit page unless the user clicks the Lookup button Finally remember that the Situation map does NOT update automatically Users will have to refresh the screen using the appropriate browser control or by clicking the Situation button when it turns light blue in order to view the most current map and position update times for tracked Units APRS Developed by Bob Bruninga WB4APR the Automatic or Amateur depending on who you ask Packet Reporting System was designed to function wit
45. cipal fire department coverage area text Def Area Code 531 Integer Def City Salinas text Def Latitude 36 6668 Double Def Longitude 121 6322 Double Def State 10 text Def Zoom 10 Integer Boundary Selet Je Cancel Submit Finished Individual fields are self explanatory Only the first three fields MUST be completed At the time of this writing the Def State and Def Zoom fields are non functional and reserved for future expansion so completing those fields is optional Def Latitude and Def Longitude are also reserved for future expansion but were populated as part of the developers alpha testing cycle Once Regions have been defined they may be selected for use by individual users either as a default limitation assigned by the super administrator account when the individual user account was created or by a selector that will appear on screen when the user logs in Units and Facilities may also be assigned to specific Regions Doing so automatically limits display and dispatch of Units to users who have access to the associated Region For example a user who is assigned specifically to the Fire region will only see units and facilities that have been associated with the Fire region The General group may be used as a catch all mode to allow emergency managers to maintain situational awareness of the entire deployed system and in deployments where no other Regions have been defined it is the default mode of ope
46. correction that Google Latitude can operate in the background on iPhones e 21 May 2011 IE 9 0 will not play sound files reports Not supported when testing e 24 May 2011 add subsection on white pages lookup API key change Add Tickets Module function description e 25 May 2011 add blank pages for proper double sided page printing sequence chapters currently start on even numbered pages e 30 May 2011 software maintenance release new top menu bar link available for User Manual online access from local installation e 2 June 2011 expansion and clarification of Google and White Pages API key requirements OpenISESTicketsCAD Page 90 e 5 June 2011 corrected dispatch sequence to indicate that on a multi operator system the audio alarm sounds when a new incident has been entered e 15 June 2011 updated certain screen shots for current release version e 8 July 2011 software update release Situation screen now refreshes automatically addition of Insurance data fields for Patient info Patient number on Situation screen now clickable updated latest browser versions tested e 10 November 2011 significant software update release addition of Regions two new unit tracking options Statistics user replacement of some outdated graphics rewriting of some material for additional clarity OpenISESTicketsCAD Page 91 Acknowledgements Tickets is designed to operate using the following software Apache Web server http
47. d e d Bolsa Knolls Seaside Se MontereyjDe Be Laguna Seca A Torney Oaks Ree Area DT es Be Toro County Carmel Park Fill these NS ay then click here Caption Demonstration CAD system Map lat 36 41 7 N Long 121 42 5 W 10S FF 15425 61800 oP640455 110S 615425 4061799 10 Dynamic zoom Yes situation fixed Units fixed Both fixed F Spence x Cancel Reset E Chuslar everything s pm right click here Carmel Valley Village Click Zoom to new default position Don t forget to set the Zoom level on the map to show the area you want to default to It might be tricky to keep the map area zoomed in enough to get the detail level you want but out enough to show the coverage area you need Trade off as needed to provide a workable start point The map is dynamic on all screens so it can be moved or zoomed as needed at any time but every time you switch screens it ll return to this default NOTE if your default map does not have any units positioned on it but you have units defined and positioned elsewhere off map setting Dynamic Zoom will cause the map to shift to and zoom in on the closest defined unit If this behavior is not acceptable select a different option The zoom options are also a system wide setting My own preference is to set the Dynamic Zoom option to Situation Fixed Regions Beginning in release 2 20
48. d password and no SSL TLS Email port defaults to 995 but other normal settings would be 110 or 587 Other settings should be left as default unless there are problems Note that Xpertmailer does not support TLS so the email addon should be left as notls If use messaging is set to 2 or 3 The SMS Responder basic settings server mode and reply to numbers are set as default and should be left as they are unless advised otherwise by SMS Responder Smsg orgcode As provided by SMS Responder OpenISESTicketsCAD Page 80 Smsg apipin As provided by SMS Responder Smsg server inuse Leave as 1 Smsg force sec leave as 0 unless there are problems in use where the primary server is not functioning well responding slow maybe Tickets automatically switches between the primary and secondary servers when there are major failures but there may be cases where the primary is reported as working but causes operational issues Automatic Status updates Settings use autostat start tag and end tag are associated with automatic responder status updates This is where responders can text back standard text between the delimiters set in start tag and end tag and their status is set automatically depending on the configured text status pairings in the auto status text settings use autostat should be set to 1 if you wish to use this feature and the start tags and end tags should be set to whatever works operational
49. d to Super Administrator accounts Places Tickets v2 13a and later has the ability to define Places Some jurisdictions may have small towns or hamlets that do not have a post office or other defining geopolitical designation which would cause it to appear in Google s geocoding database but are commonly known to local residents and may therefore be used as a location reference when reporting an incident The Places function allows a user of either Administrator or Super Administrator to define such locations by entering the Place name then clicking on the location on the map to associate that Place with a coordinate set A Lookup function is provided to ensure the Place being defined is in fact not in Google s database which is surprisingly complete in some areas Once a new Place has been entered the Place name can be used when entering a call location on the New Call screen OpenISESTicketsCAD Page 70 Add Tickets Module This function allows deploying agencies to add expansion modules to their Tickets system without having to copy or edit individual files New expansion modules will be announced as they are released Constituents Editing this table will allow the system super administrator to change the names of fields used on several screens This may be useful to maintain similarity of terminology within a deploying agency or to assist in data collection and tracking Note that altering a field name may require a local update to
50. e identifier that will appear on the map flag and is also the behavior you will see when defining Units The system will always use the last three letters in that field for the flag The Handle field will auto populate from the Name field unless a separate entry is made Entering an email address in any of the Email fields will allow a dispatcher to send emails if enabled in the system to that facility using that email address This may be useful for example in notifying hospitals of patients being transported The email may point to a SMS address if desired To properly position the flag on the map either click on the desired position to set the coordinates or if the facility has a street address input that in the appropriate fields and click the Lookup button the button with the glasses For previous users of Tickets note that the Region and Boundary selectors are new options in version 2 20 These will be discussed in detail in the Advanced Configuration chapter Ensure that the new Facility is assigned to at least one Region otherwise it will not display on any maps Boundary selection is optional but may prove useful especially in a disaster management scenario If for example a Facility Catchment boundary is defined and associated with a particular facility such as a shelter the operator could tell at the time of Incident creation which shelter should be used Again this is a matter of careful design consideration on the part
51. e in an email address or if it was an SMS message the SMS Gateway ID or an email address or you can select an email address from already stored email addresses on the system either in contacts units or OpenISESTicketsCAD Page 86 other users For reply or forward fill out the text the originating message is automatically kept in the message and click send Messages are also shown in the Incident Ticket view screen appearing under the map and showing only those messages that have been sent or received for the particular incident Like this messages are also shown on the unit view screen appearing again under the map and this time showing only those messages that have been sent or received to or for that unit Messages for Unit 5 lt j Click Columa lumn Heading to sort Messages can be viewed forwarded and replied to in the same way when clicked from one of these screens as can be done from the main messages window The major difference with these screens is that incoming and outgoing messages are shown together rather than separated into incoming and outgoing OpenISESTicketsCAD Page 87 This page intentionally left blank OpenISESTicketsCAD Page 88 Wrapping up You now have a fully functional CAD system can activate units and define facilities can create incident tickets and assign units to them and can move units through the incident progression from assignment to incident close Prope
52. e product in which they are used is made available to the general public at no charge Because of this Tickets ships with a Guest account which allows visitors to view but not change system screens and records NOTE If an agency wishes to remove the Guest account they will need to acquire a Google Maps Premium API key to remain compliant with Google s licensing The Premium API key is NOT free See the Configuration section for more information on the Google Maps API key required for operation Along with mapping functions Tickets also incorporates multiple means of tracking field units all of which are free for the deploying jurisdiction Individual field units may be tracked using different systems and positions displayed on the Situation map with configurable display update rates Tickets may be used in either Internet connected or stand alone modes without a functioning Internet connection however none of the mapping functionality will be available Operating in a stand alone mode will not restrict operation on a LAN so long as there is a valid TCP IP connection between users computers and the server on which Tickets is running Target audience Tickets is intended for use by small jurisdictions or agencies with limited budgets and was specifically designed for emergency services use It may also be particularly suited for use by larger jurisdictions as a fallback CAD system It is highly customizable for use by other s
53. easures See the InstaMapper Web page for more information regarding device and app setup Enabling InstaMapper tracking is the same as other methods mentioned so far except that a separate API key must be obtained as follows after obtaining the device license key go to the Devices page and click the configure API access link Then in the current devices area of that page click the enable API access link next to the already configured device That will produce two API key numbers one for the device itself which you may safely ignore and the master API key for your account Copy the OpenISESTicketsCAD Page 74 master API key number into the instam key field on the Edit Settings screen of the Config page in Tickets to enable tracking of your configured InstaMapper devices To track an individual unit select InstaMapper from the drop down selector on the Edit Unit or New Unit page then enter the 13 digit license key in the field provided Below is an example screen from the InstaMapper web site showing the various key code fields InstaMapper Live tracking Devices Account settings FAQ Forums Contact us Logout Use this key for Unit trackin API access y g r Current devices Label Devicemey API key Action Test device 91 1734 340 133 disable API access be It s safe to ignore this API key rMaster API key 354 534 Put this API key code in the instam key config field I
54. ed electrical burn by 220V or higher additional trauma Notify 911 No Contacted Reported Cell caller by Phone 831 271 4714 Status Open 3 mins Written 3 23 11 11 20 by nSiln Updated 3 23 11 11 20 Run Start 3 23 11 11 19 End TBD Position 36 58278 121 755359 USNG 10S FF 11348 49311 Log 11 20 BUR Code Unit Status When By From Incident opened 11 20 n5iln 103 Unit status change AMR 193 available 11 20 n5iln 103 Unit responding AMR 193 11 21 431 103 Unit status change AMR 193 in service 11 21 431 103 Active Recent Dispatches 1 AMR 193 3 23 11 11 21 n5iln t Clicking the same button will reset the screen to showing only the unit s currently dispatched call CAUTION attempting to access functions on the left side of the screen other than the Map function will cause a server time out page to be displayed in the pop up window Preventing access to functions that may alter call information for other units preserves the audit trail of each ticket and preventing unauthorized or accidental changes to tickets Observe the lower center portion of the screen shot above every log entry shows what unit or operator made a particular change to a ticket By using the buttons on the left side of the screen the unit may add Actions Patient info Notes send Notify emails or E mail other entities 1f email capability is available in the Tickets deployment or access more Dispatch functions including requesting additio
55. ed to handle several tasks or make multiple pick ups or deliveries in turn before returning to their home facility As with Facilities ensure the newly created Unit is assigned to at least one Region Otherwise it will not be assignable and will not appear on any lists or screens Time for a short discussion regarding the mapping and tracking functions available in Tickets Seven options are available for mobile unit tracking APRS for amateur radio stations so equipped InstaMapper Google Latitude LocateA Gtrack OpenGTS and the GPSGate internal tracking system Setting mobile units up with any of these systems is beyond the scope of this document However Tickets makes tracking using any of these options a very simple matter of entering the necessary call sign for APRS badge ID for Google Latitude or license key for others in the Callsign License key field and selecting the appropriate tracking method from the drop down Doing so will also enable the automatic unit dispatch routing function if the Directions box is checked Each of the position reporting tracking systems incorporated into Tickets may be tested from the Config screen by clicking the appropriate link and entering the needed license key badge OpenISESTicketsCAD Page 32 or callsign as appropriate Gtrack is now defunct and mentioned here and in the Unit and Asset Tracking section only for backwards compatibility OpenGTS is a full open source tracking system
56. er only To enable unit tracking in Tickets for units using Latitude you will need their public location badge ID This is a numeric string which will be displayed to users when they open the Apps tab on their Latitude page and is shown in a small block of HTML code marked Google Public Location Badge OpenISESTicketsCAD Page 73 Google Public Location Badge Share your Google Latitude location publicly on a blog or web site You may choose Disable to share only your city level location or the best available one Use the badge s standard embed code or use a KML or JSON feed to create a custom experience in Enable and show chy tovel ony your own application Enable and show best available location Privacy Reminder If enabled your location will be visible to everyone including people you have hid from using Google Latitude You will not be able to limit where and with whom you share your location through the badge Customize the badge and paste this snippet of HTML onto your page or blog Width 180 Height 300 Map type Road v Zoom level Automatic v This number is the badge ID Google Public Location Badge gt lt iframe src http www qgoogle itude apps badge api use type iframesmaptype roadmap width 180 e1gnt 30 rameborder 0 iframe To disable location sharing you must visit Add to Blogger Add to your Google Profile The badge ID can be added to an existing unit or ente
57. ervices as well Deployment possibilities are limited only by the planning capabilities of the agency desiring to place the system into service About this manual This manual like the software it is meant to support is a work in progress Revisions will be released on an irregular basis but every effort will be made to include information pertaining to the most current release of Tickets and if errors are discovered in the manual interim releases will correct those errors Tickets is completely backwards OpenISESTicketsCAD Page 6 compatible i e all functionality that existed in previous versions exists in current versions although means of accessing certain functions may differ slightly and screens may appear slightly different as new functions are added I will typically include example screen shots from the most current release to illustrate given functions or settings but in the event those images are substantially different from previous manual releases I will also bring those differences to the reader s attention Because of the software s inherent flexibility in modes of deployment and use it is highly unlikely that this manual can address every possible question or issue that may arise I will several times in this manual refer users whose questions or problems aren t answered here to the Open Source CAD forum on Google Groups which can be found at https groups google com forum hl en forum open source cad or to the
58. ets to use the mapping functions I will make an effort to point out where the screens will look and act differently in each case As always I urge you to thoroughly test your installation prior to putting it into a production environment and that includes experimenting with the map features if they ll be used to learn their behavior Adding Facilities Facilities can be defined by users with Operator Admin or Super Administrator permissions Unlike Units Facilities can only be removed by the Super Administrator Sign into the system with an appropriate account then click the Fac s button on the top row hem D il or d Demonstration CAD system Logged in admin Super 4 Situation New Units Re Search Reports Config K uL us The below example shows part of my test system s Facility list OpenISESTicketsCAD Page 28 m Facilities 9 Click line or icon for details Icon Handle Name Type Status As of SVM SYM Salinas Valley Memorial Hospital ET Jun 15 12 40 CHM CHOMP Community Hospital of Mo Hospital SSC Dun 15 12 41 NMCNMC Natividad Medical Center Hospital FT Dun 15 12 41 Mc1 Essen MCRED Station 1 Fire Ce May 21 14 03 MCF Mid Coast Mid Coast Fire District Fire ET May 21 14 04 MC5 MCRFD Station 5 Fire SSC May 21 14 07 CEO PS Fire SSC May 21 14 05 NCF NOHHIEGURE Fire EU May 21 14 06 ICS Net Control Comms ETE Dun 15 12 40 EN Hospital Add a Facility Email facilities Clicking
59. from the incident order to enable messages to be targeted at those nearest to the incident There is a link at the top of the window to Check All which allows you with one click to select all units to send a message to There are two select controls underneath the message text box one to add a standard signal Q or 10 codes and one to add a standard message which could be along the lines of Please advise availability for job in XXXX reply 4 followed by your availability Note the in the message This is a special code for SMS Responder it assigns a unique message id to an outgoing message and if Units reply including the generated number in the SMS message then incoming messages will also be picked up by Tickets CAD and associated with the correct outgoing message Incident NOTE If the is not put into outgoing SMS Responder messages you will not get any replies After selecting the units to send the message to selecting any Signal and or standard message type anything additional into the message text box and then select either the Use email or Use SMS Responder radio buttons and then click Next Tickets CAD will then endeavor to send the message and if successful will show the following screen OpenISESTicketsCAD Page 85 Messages sent 1 Finished Note the number after Messages sent should correspond to the number of recipients of the message Once the messa
60. ge This sets how many lines of incidents will be displayed The default is O no limit ticket table width Set this to the maximum width the Ticket field will use It defaults to 640 UTM Change this from the default O off to 1 on to display UTM coordinates in addition to lat long coordinates validate email This option performs simple email validation checks when sending notifications It defaults to 1 on wp key This is the API key for white pages lookups It should not be altered unless your jurisdiction elects to obtain a WP key see the Configuration section Regions and map markup options As of version 2 20 10 31 11 Tickets includes functionality to define individual regions also called groups for operational separation of asset classes In the default OpenISESTicketsCAD Page 66 configuration four Region types are identified EMS Security Fire and General Additional Region types may be defined by the super user as required Once Region types have been defined individual Regions may be created using those Region types much as individual Facilities were created after defining the associated Facility type A sample Region definition screen appears below Note that I defined the Region earlier and have simply opened the Update screen which is identical in all but the screen title Table region Table unit types Update Entry Region or Group name Fire text Group Category Fire Description Muni
61. ge is sent it will appear in the Messages Window accessed by clicking Msgs on the top menu bar The screen will look as follows MESSAGE FOLDERS Messages Click Column Heading to sort Inbox 000 Hen From To Subject Message Date Sent Messages 1 OS TICKET zm OG SMS Dispatc Test 4 13 2 13 x s 15 04 Deleted Items 1 OS TICKET mm OG SMS Dispatc Test3 13 2 13 x s 14 53 Notice that the date in the date column can be different colors Tickets and SMS Responder check the delivery status of a message Green shows delivered to all recipients blue is partially delivered and red denotes delivery failure to all recipients The outgoing message will appear in the Sent items folder not the inbox thus following normal email standards Replies to messages will appear in the inbox as will incoming emails You can in any of the folders click on the entry under Tkt to see a ticket summary in a popup this is for messages that are associated with a particular Incident clicking anywhere else in the line will open up the message window for that particular message Opening the message window will also mark the message read in your message list but not in other logged on users as they won t have read it At the top of the message in the message window you will see which users have read the message From the message screen you can chose to just read reply or forward the message When forwarding the message you can either manually typ
62. h 80 which is proper for Tickets to function Click the OK button to close that popup then Next In the Username box enter the unit identifier string you set up in Tickets for that unit The Password box can be filled with anything Tickets will ignore that string but GPSGate requires that it be populated Next click the Advanced button and set your preferred position update frequency the default is 15 seconds At this point if you click the Test button you should get a confirmation message reading Data Received and Inserted Into Database You can then click the Finish button to complete the configuration Statistics Tickets now has a near real time statistical tracking mode available for emergency managers This mode allows an at a glance view of up to eight user selectable parameters This function is designated as a separate User and is intended to be run from an independent workstation either at a supervisory location or displayed via a projection system To that end a new statistics User type has been created The ONLY function available to a Statistics user is to display the configured statistics information Each Statistics user can have access to one some or all Regions There is no limit set on how many Statistics users can be configured on a single Tickets installation However a Statistics user MUST be assigned to at least one Region or Group in order to produce a display of the statistic
63. h amateur radio equipment For detailed information regarding the history and technical aspects of APRS visit http www tapr org aprs information html OpenISESTicketsCAD Page 72 CAUTION APRS transmitting equipment is only usable by licensed amateur radio operators Tickets uses data from http aprs fi to produce APRS positions and tracks Configuration to use APRS data is relatively simple Sign up for an account at http aprs fi then look on the My Account page for your API key and copy that into the aprs fi key field on the Edit Settings page and save the change Callsign or nickname Password change AIS password change API key Copy this string gt Delete account delete Once the API key is installed Tickets will be capable of tracking any APRS unit To enable it for a specific unit select APRS from the Tracking drop down selector then enter the callsign and SSID if there is one in the Callsign field Google Latitude Google Latitude is a smartphone app part of the Google Mobile suite A list of supported phones can be found at http www google com support mobile bin answer py answer 136640 The app is free to download and install on supported phones and signup is automatic for anyone with an account for any Google service including Gmail Users have control over whether Latitude is able to track them at a given time and whether it will locate them by best available location or by city cent
64. he appropriate place in Config edit settings Note that you also need to configure a replyto address and a from address in Config edit settings 2 In Config you will once you have done the setting in 1 see a new config group called Messaging In this group you will see the following options Message Text Replacement Edit Auto Status Text a Messaging Settings b Message Archiving c Get All Messages d Edit Standard Messages amp f OpenISESTicketsCAD Page 79 H E K K K K o SENDXML ttp gate1 sms responder com external smsrsend asp ttp gate2 sms responder com external smsrsend asp z MS Responde ttp gate1 sms responder com external smsrcheck asp ttp gate2 sms responder com external smsrcheck asp ziziolo MEM HE SIS Afo SP vf N HE w EZ epu Many of the settings are set as a default value however you will need to fill out the following fields depending on your configuration setting for use messaging If use messaging is set to 1 or 3 Email server your pop3 server address for instance pop3 live com Email userid your pop3 account name either a name or your email address depending on the mail provider Email password Your pop3 account password Email svr simple For most public email providers this should be set to 0 for some private mail servers do not use secure connections and should be set to 1 this only validates with userid an
65. ill see the following screen Table replacetext Table replacetext Update Delete Entry Id In text TkT Out text Ticket Add ticket yas oO Add user yes e No Add user unit ya MO Add time yes No Add date yes Wei App summ yes No O Cancel Reset Submit Delete this entry Finished In text This is the text that should be inserted in the standard message between the characters Out text This is the Text that will be used to replace the tag in this case it would be Ticket although it could easily be Ticket Number or Blah Blah Blah Add ticket Yes or no adds the Ticket number straight after the text in out text Add user Adds the current logged in user name after the ticket number if it is set as yes or after the out text OpenISESTicketsCAD Page 83 Add user unit Adds the current logged in user unit if applicable after User or Ticket or Out text depending on what is set to show Add time Adds the current time after user unit or user or ticket or out text Add date Adds the date after the time user unit user ticket or out text App summary Adds a Ticket summary after the Standard message By using Replacement text you can add text shortcodes to standard messages which will make that standard message variable to fully reflect the ticket that the message is being sent about Message Archiving This allows messages stored in the inbox
66. ing incidents is as straightforward as defining facility types or unit types but there will be more information to enter Here s where Tickets provides some operator assistance you can enter short incident codes as the incident type then enter a more descriptive term as the actual incident name and when entering an actual ticket hovering the mouse pointer over a given code in the drop down list for incident types will show a small popup text box with the full name you defined Priority normal When entering incident type information you also can enter protocol information to suit your particular deployment Using my example EMS deployment since each incident has a default priority defined I use that section to provide dispatch guidance information for upgrading that priority level A fire department deployment might use that section for dispatch guidance in what additional resources to send to a given incident type e g a OpenISESTicketsCAD Page 24 motor vehicle collision gets an engine company and a rescue a structure fire gets two engine companies a ladder and an ambulance and so forth Again defining your incident types has the potential to be the most time consuming setup task for you but is also the section which will provide the most meaning when examining the reports Tickets can produce for analysis by emergency managers If you decide to remove some of your Facility or Unit types or statuses and the
67. ing on how Tickets was installed allowing the extraction process to overwrite existing files If any change to this procedure is required it will be noted as part of the update release NOTE The install php script is dangerous to leave unsecured after installation is complete as it can redirect or even destroy your data I strongly recommend renaming or moving this script after installation is complete to prevent users from running it Users who installed Tickets via the Tickets to Go package may not be able to update their installation in this manner Development work continues on semi automated software update systems Watch the open source cad forum or the TicketsCAD org Web page for more information Making Tickets visible from the Web As with any CAD deployment or any other mission critical software installation which may be accessed by users via the Internet system security should be taken into consideration Your server should be running behind a firewall either one installed on that server or a gateway computer for your agency However in order to make your Tickets deployment usable from other computers either on an internal network or via the Internet you will need to open ports 80 and 443 For additional security you may wish to change the ports used for accessing Tickets You may also need to set up port forwarding or network address translation NAT and or edit the htaccess file in the root Web document directoryor folder in
68. k of deployment design is beyond the scope of this manual I highly recommend reading all the way through this manual before beginning any configuration you intend to place into a production environment By doing so you will learn what configuration options are available and therefore can plan to maximize those options in a manner that best suits your needs There won t be a single right way to configure each of the described options of Tickets because each installation will be for a different purpose in a different area and with a different focus Still the procedure outlined below will give you a good framework for setting up the various options available I m going to outline a comparatively simple configuration for use in a fire EMS environment and the options I ve chosen are based on my own personal experience with what managers in my area want recorded and reported Your setup will probably look very little like the examples provided NOTE some of the example screens are NOT what one will see on a fresh install since Um obtaining them from my testbed system which has had some configuration options changed Getting started f p j Demonstration CAD system Logged in metz ms Module login Time 08 39 KR 4 Welcome to Tickets an Open Source Dispatch System ee 7 Password source E E Colors Dav Night Log In Visitors may login as guest with password guest Tickets CAD Projec
69. l screen and look at the timestamp near the bottom Don t forget that if you changed delta mins you ll first have to sign out and back into Tickets Demonstration CAD SYSTEM Logged in admin Super Module add 9 Day D Night Time 11 23 Logout Situation Units Facs Search Reports Config SOP s Chat Help Log Fullscr Links Board Mobile Click here to check times It s not necessary to do more than look at the time stamp on the ticket see screen image below once you ve checked that you can go back to the Config screen and continue OpenISESTicketsCAD Page 15 New Call mouseover caption for help information Location City amp e Laguna Seca St Phone 803 Nature TBD X Priority normal Protocol Synopsis SIMA Ge If this time is right Contacted e ace o your delta mins setting Incident name g F F TE is right Scheduled Date Facility Incident at Facility Y Receiving facili X Run End An important option to set is the internet option If your system is set up on a server that has a permanent and reliable connection to the Internet set this at 1 If it will be run on a system that won t be connected to the Internet set it at 2 If you aren t sure or if your connection isn t reliable set it at 3 If the Internet is NOT available and you have the option set at 2 or 3 Tickets will still function but you will not have a map display routing or unit tracking functions or whi
70. licking Okay brings up a screen that allows me to either return to the Situation screen or go back to the Dispatch Units screen to add additional units to the ticket All units assigned to the call will be listed Call Assignments made to AMR 431 See Call Board More Finished Now click Finished which will return you to the Situation screen and on an Internet connected system where an email address is defined for the dispatched unit s the call information will also be automatically transmitted to the email addresses specified The operator will have the option of editing dispatch emails prior to sending via a separate pop up window see the Advanced Configuration section for information on predefining email contents Whether an email is generated or not the selected units are now assigned to the incident and clicking the Finished button will return you to the Situation screen Call progression status At the top of the screen click the Board button This will open up a new mini window which is the Call Board function bar The bar can be configured as either a floating window or as a fixed frame in the main display by changing the call board option on the Edit Settings screen CallBoard mouseover click for details gg l Synopsis Addr MoD R O FE FA Clear Status By Comment R D 11 11 MVC Reported car vs bicycle low spe S Perimeter Rd and Yamaha Market OEE fA available 12 20 nSiNew
71. ll automatically be shown the Mobile screen as shown below NOTE while non Unit users will see the far right button with the label Mobile Units will see their unit name on that button jickets 2 12 B beta on n5iln dyndns Org togged in 43 Perm s Unit Module mobile Time 11 06 Logout Kf Units Face Search Reports Config SOP s Chat Help Log Fullscr Links Board AMR 431 AMR 431 no current calls as of 11 05 When notified of a call the unit can click on the large button the one that shows their unit identifier to access the call information and various system functions Current calls 9 D 11 19 FAL S Perimeter Rd at pedestr Incident 11 19 FAL Addr S Perimeter Rd at pedestrian walkway Dep 11 10 City Laguna Seca CA Priority normal Nature FAL Synopsis 61M fall from standing position Protocol Upgrade fall greater than 10 feet altered LOC uncontrolled bleeding complaint of chest pain prior to fall from any height multiple extremity fractures femur fracture II DI 911 Te No P Conta ALUD Reported Ham radio by Phone 831 271 4714 owe Status Open 2 mins Clear Written 3 23 11 11 10 by nSiln Updated 3 23 11 11 10 Run Start 3 23 11 11 08 End TBD Status Position 36 584933 121 753085 USNG 10S FF 11548 49553 available X Log 11 19 FAL Code Unit Status When By From Incident opened 11 10 n5iln 103 Unit status change AMR 431 available 11 10
72. lp Log Fullscr Links Board Mobile Current situation Demonstration CAD system Severities Normal 0 Medium 2 High 0 4 a A E 4 PT wap T Satetite Terrain Incident Nature Addr P A U Asof 1 SNS11 20 MVC W Alisal amp W Bla Di 1 Jul 07 11 19 2 SSH UNK 636 E Market St CA O O Jul 07 11 21 Change display X Responders Sort Unit Type Status J Unit 8 Ej Status Incident M Asof 141 m RN zeen EN BE snsi1 20 Jul 07 11 19 138 138 na ETE na dem 140 i45 ns EO na Jul 07 11 19 os Er na Jun tose AIR 5 ns EAP na Jet 8445789 A7 AIRZ ns EE na Fob 65 8637 nw n o METEM ne m er n EAT na dorset Mobility stopped moving fast silent Units AIR Comms E rowereDey 2mi Si Sort Facility Name Facility Type 9 Facility Status EL x tems re Google Zim we Na Map data 2011 Google Terms of bise Fire May 21 14 05 Fire May 21 14 07 Grid Traffic ee d Fire May 21 14 06 EI Show Hide 2 Fire Jul 04 15 01 Incidents Fire Jul 04 15 02 E norma V Q medium V Q nigh V Q None Fire Jul 04 15 03 ets Sues Fire Jul 04 15 05 e de Fire Jul 04 15 06 Dispatched V Available V Not Available V none p Comms m Fire V J Hospital V att none Facilities Legend Sa EE Hospital Contactus Elapsed 0 152s Active incidents are displayed first in order of severity then in recency of activit
73. ly however is generally a good setting Where a number of responders uses cellphones such as iPhones or some Motorola phones can be time consuming to enter requiring a number of keystrokes in this case it may be better to use a different character Auto Status Text Click on Edit Auto Status Text and you will see the screen below elect or type in bo x lt r in elect or type in bo elect or type in bo elect or type in bo lt fi elect or type in bo RESPONDING x lt or elect or type in bo x lt x lt elect or type in bo elect oi e in bo elect or type in box in b elect or type in bo i I Ii elect or type in bo elect or type in bo x lt lt lt elect or type in box elect or type in bo gt lt lt elect or type in bo j bx pix el lt elect or type in bo UNAVAIL SILVER forse EE UNAVAIL Not Set Each configured responder unit status value is listed on the left with a text box to9 the right of it For each status that you want to be able to set automatically based on an incoming SMS message type in the Text that you want to trigger this in the box or select from one of the pre configured 10 and 1 codes using the select control on the right of the OpenISESTicketsCAD Page 81 table When you have set all the ones you want status values that you don t want to be set or checked
74. m than you need to About this version Email users Contacts Edit Settings Add user Delete Closed Tickets e Edit Day Colors e Edit Night Colors e Set Default Map e Set GMaps API key e Dump DB to screen Reset Database e Optimize Database Test APRS Instamapper SMTP Mail Google Latitude LocateA Gtrack Edit My Profile Add Edit Notifies All Tickets Notify e Incident Numbers Incident types Unit types Unit status types e Facility Status e Facility Types e Captions e Signals Hints Places e Add Tickets Module e Constituents ME e Alarm audio test Click this line Users click to edit ID User Level Unit Call Description Log in From Browser 1 admin Super Super administrator 4 9 11 16 07 99 43 10 175 firefox 4 0 2 guest Guest Guest TBD OpenISESTicketsCAD Page 12 Edit User Data User ID admin Password Confirm Level Operator Tea mena Super Member Region Unit NA z Enter new password last name First Passwords are case sensitive Don t forget the new password Without it you won t be able to make any changes to the configuration which is what this is all about right Also make sure the Level setting for this user is set at Super If you don t you ll completely lock yourself out of the configuration options and the only way back in will be to completely re install Tickets or at the very least re initialize the database Double check the changes you made
75. mbers To reflect that in Tickets an operator with permissions of Admin or higher can add or remove units from the system Adding units has already been discussed To completely remove a unit from the system click the Units button at the top of the screen 4 Units 3 Click line or icon for details or to dispatch Unit Handle Dispatch Status M As of 163 MEES 163 na unavailable Mar 18 13 29 i93 MEEF 193 na available s mie 431 HERR 431 na available e Mar 8 08 40 Units EYES ES t Unit Tracks AddaUnit Email Units Next click the unit you wish to remove from service That will bring up an edit screen for the unit If mapping is enabled you ll first receive a pop up on the map click the Edit link on the pop up If the unit designators don t change often e g they are assigned to specific vehicles a better option would be for a user with Admin rights to create all the units and set their initial status to unavailable or create an Off Duty status Since unit displays for Situation or Dispatch screens can be filtered by status a dispatching operator can elect not to display units with that status which also restricts them from being dispatched on a call Again this is an operational decision that should be made according to your jurisdiction s policies and best practices Remember that users of Operator level or higher can add units but only users of Admin level or higher can remove them
76. ment will need to track multiple types of apparatus such as attack engines ladders or rescue trucks which will all need to be defined An EMS deployment may need to track only one or two unit types ambulance and supervisor for example or may track ALS and BLS ambulances separately along with medic cars A special event may also wish to define types for communications units route checkpoints and so forth Click the Unit Types link then the Add new Unit Types entry button and fill in the information and select an icon color for each type Click Continue then when all your unit types are defined click the Finish button OpenISESTicketsCAD Page 22 Table unit types 6 records mouseover Id data for functions Id f Name Description Icon on from by 1 Dispatch Dispatch site V 2011 03 12 01 54 10 127 0 0 1 1 e BLS BLS medical 9 2011 03 12 01 54 48 127 0 0 1 1 ALS ALS medical 9 2011 03 12 02 12 36 127 0 0 1 1 8 Fire Fire apparatus 9 2011 03 12 01 55 32 127 0 0 1 1 9 LE Law enforcement Q 2011 03 12 01 55 54 127 0 0 1 1 10 AIR Aeromedical helicopter Q 2011 03 12 02 06 00 127 0 0 1 1 1 Search Unit_types Unit_types Properties Add new Unit types entry Finished Unit Status Types can be defined the same as Facility Status types The default install supplies three status types available in service or unavailable Add or change status types to suit your particular deployment Notice that when adding status type
77. meter Rd and Y Run End 2011 3 e 18 aen Synopsis Reported car vs bicycle low speed collision Add l Signal Select EN Signal Select el Clear V Aug 431 Add any information required note that there MUST be information entered in the Disposition window and click Next That will close the call and release anyand all units assigned to the call One last look at the Situation screen and we see that the call is closed Current situation Laguna Seca Mazda Raceway Severities Normal 0 Medium 1 High 0 Click Mouse over for information Incident Nature Addr PAU Asof 1 ZZZ Los SPerimeter fds 0 0 0 Mar 18 13 12 Change display p eE Map Satelite Hybrid Terrain Sort Unit 9 Type Status m Unit 3 Ed Status Incident M Asof LEA 163 gt ET na available na Mer k8 89 56 193 BIER na available na EEN 431 BER na svailable na See Sete Mobility stopped moving fast silent e Units DS DS PN Jeyeuiuag S Blue Parking Es Mazda Raceway Laguna Seca The closed call is now shown struck through Closed calls are shown on the Incident list for a period of time that can be set in the Config screen under Edit settings A colored icon with a numeric flag will also appear on the screen allowing the specific locations of closed incidents to be seen at a glance In the case of multiple incidents at the
78. n The dispatcher will then need to either return to the Situation screen click the incident and dispatch another unit or click on the correct unit and then click the To Dispatch button or Dispatch link on the map popup as appropriate Unit status information Looking back at the Situation screen after changes are made on the Call Board users with mapping enabled will see small icons next to dispatched units that indicate their call progression status This is NOT the same as the Status shown just to the left of that indicator Each will need to be updated separately There will also be a number to the right of the call progression status symbol that number shows how many minutes the unit has been in that call progression status This number will NOT automatically update OpenISESTicketsCAD Page 44 click the Situation button at the top of the screen or refresh the screen with the appropriate browser control to see the current status time Sort Unit O Type O Status O Unit 13 Incident M Asof Musin BET Pi 140 AMR 140 na May 07 14 31 141 AMR i141 na May 07 14 31 FER CALSTAR 5 na May 07 14 31 At this point I m going to move back and forth a bit between screens on systems that have mapping enabled and systems that don t since the displays will be different and each mode of operation requires more explanation If you DO have mapping enabled Clicking the incident line next to the dispatched unit will open a pop
79. n a fixed frame chat time This setting tells Tickets how long in hours to preserve Chat history for all users closed interval This is how long in hours Tickets will continue to display closed struck through calls on the Situation screen Leaving this field empty will allow closed calls to be displayed for 24 hours date format This specifies how dates and times are to be displayed The format is the same as how the PHP back end processor handles dates and times It should only be changed by users familiar with those formats deflat deflng These are generated by setting the default map and should be left alone def zoom def zoom fixed These are generated by setting the default map and should be left alone disp stat This controls the order of the call progression status indicators It is a slash separated list In most cases it should be left alone email from Set this to the From email address Tickets will use when sending emails email reply to Set this to the Reply to email address Tickets will use when sending emails This field is optional and does not need to point to a valid email address A common setting would be no reply youremailhost com NOTE this MUST be the same as the email from field in the smtp account string see below frameborder and framesize These settings are display controls Frameborder allows a border of the set number of pixels in width to be drawn between the top control panel
80. n screen data Sea Otter Classic 2011 Current situation Severities normal 1 Wee 1 det 0 EH c J Incidents Assignments x Wl Ir Start Duration Inci Synopsis Addr Skyline 4 11 11 10 mins Soc 3 2011 04 11 22M pos Skyline mn D DEES Facilities EV gl Fire Q ne As with the Situation screen individual selections are available to show or hide specific severities of Incidents Unit types by status or Facilities by type To close any of the option boxes click the red X in the upper right corner of the option box To redisplay the option box move the mouse pointer over the applicable option box type as shown on the far right of the screen To close the map window click the Close link near the lower right corner Links Clicking this button displays up to three Internet links defined in the Edit Settings screen Clicking one of those links will open the associated page on a separate browser tab Manual Clicking this link will open the first alphabetically available PDF format file contained in the manual directory of the Tickets installation It is intended for deploying agencies to allow for this manual to be accessed and referenced from an operating installation however the agency may substitute any other PDF format file desired Module main 9 Day O Night Time 10 25 Manual Logout mp Log Fullscr Links
81. n5iln 103 AMR 431 Active Recent Dispatches 1 TIL m D AMR 431 3 23 11 11 10 n5iln t OpenISESTicketsCAD Page 52 This screen shows all call information including log data By clicking the Map button the unit can bring up a map of the area which can then be scrolled or zoomed to show the actual call location RU indicates Responding Unit the blue pin is the incident location Map Susie cyte aud e f GEN l dh d D e L D D LU S Perimeter Rd at pedestrian walkway Laguna Seca CA Finished The unit can then click the Responding and On Scene buttons on the right side of the screen to update the call progression status as appropriate Either the unit or the dispatching operator can also change the unit s status drop down as required Note that the unit can ONLY change the status shown in the drop down when on a dispatched ticket By clicking the All Calls button at the lower right a unit may view but not edit all currently open tickets and see log entries and unit statuses by clicking the radio button at the top OpenISESTicketsCAD Page 53 A word on call records We live in a litigious society Anyone may file a lawsuit at any time against anyone else for any reason American television channels air large numbers of advertisements from attorneys who specialize in personal injury claims medical malpractice claims and the like For this reason keeping
82. nal units to be dispatched The dispatching operator can override the Dispatch functions used by the unit as required In the case of the Tickets installation being used as a dispatch system for EMS updating unit status for patient transport is a bit more involved but still possible from the unit Before the unit will be able to update its call progression status from the Mobile screen other than selecting Responding or On Scene a destination Facility must be entered into the call Since the call cannot normally be edited by a Unit the jurisdiction will have to decide whether to assign a user of sufficient permissions Operator if oper can edit is set to 1 in Configuration or higher or if assigning a Facility to a Page 54 Disp 11 20 Resp 11 21 On scene Clear anna Status in service s AMR 431 call will be a mandatory radio call to the duty dispatcher who will then update the call accordingly Either way once the receiving Facility is selected the Mobile unit will have two additional buttons on the right side of the screen Facility Enroute and Facility Arrive These buttons may then be used by the Unit to update their call progression status without further radio traffic In the instance of multiple units being dispatched on the same ticket any unit may select a Clear status as required This will remove them from the dispatch and generate a log entry accordingly CAUTION Callscannot be closed
83. nced Configuration chapter Units assigned to groups or regions not allocated to the individual user will not display Show Hide 9 Normal V Q Medium d 9 High 4 Q None Available Not Available V NONE Ug comms LI Fire DW Hospital ALL 7 Selections made on the Show Hide panel are not persistent between logins users must re select their preferred display options each time they log into Tickets Creating call records Click the New button on the top of the screen to open the New Call page A blank example appears below Most of the fields are self explanatory but there are some points that need to be addressed and I ll focus on those in turn OpenISESTicketsCAD Page 37 New Call mouseover caption for help information pees mm History City NEM St CA Cancel Phone g31 Reset Nature Priority Next Drag me Signal Select vj 911 Contacted Ir Reported by lBD Incident name lsoc2 Scheduled Date 7 Facility Receiving facility Le Run Start a 2011 4 11 10 o0 Status Open gt Run End Disposition Signal Selet h 3 v Lun Lookup Location is a physical address or specific identifiable site such as an intersection If you re using the mapping features you can enter a street address and click Lookup and the software will search the Internet
84. ncludes two way email and SMS via an SMS Gateway currently SMS Responder www sms responder com Setup needs to be done carefully and for SMS Responder you should first request an Organisation Code API PIN the server addresses for server 1 and 2 and also the reply to numbers for server 1 and 2 Incoming and outgoing messages are stored in the Tickets database and can be archived if required and are flagged with the appropriate Ticket or Responder ID Messages are shown in 4 places the Messages screen the Tickets View screen the Responder View screen and also the after action report Please note that for emails this requires the Ticket number to be in the subject line of the email this is automatically entered As long as this is left in the subject line for replies then Tickets will be able to interpret this and store the incoming message appropriately POP3 email uses the Xpertmailer library http www xpertmailer com Messaging Setup Setup of messaging is done in 4 areas and needs to be done in the following order 1 In Config edit settings change the entry in use_messaging from 0 default to either 1 for email only 2 for SMS only or 3 for Email and SMS Please note that the email settings here are purely for incoming email receipt from a POP3 email account Outgoing email is still set as before either using inbuilt php sendmail or SMTP mail by inputting the SMTP mail string in t
85. nctionalityimplemented in Tickets assume no liability regarding the accuracy or timeliness of position reporting or routing guidance Insurance information New in release 2 13c 6 30 is the ability to select specific insurance carriers for Patients when entering Patient data This function is intended for use by organizations that bill insurance companies for services such as ambulance services A separate Config link is provided to add the necessary information for selection on a drop down on the Add Patient pop up e Edit My Profile e Add Edit Notifies Incident Numbers Incident types Unit types Un e Facility Status e Facility Types e Captions Signals Hints Pk Modules Configuration Add Tickets Module Constituents Alarm audio test WW Clicking this link will open a new page allowing the configuration of specific insurance carriers Note that only the carrier can be preconfigured in this manner An agency may choose to enter a patient s account information in an individual call record but the level of security built into Tickets is not sufficient to safeguard that information to the standards required by the Health Insurance Portability and Accountability Act See the screenshots below OpenISESTicketsCAD Page 34 Table insurance Table insurance Add New Entry a T Sort order Carrier name goes here Cancel Reset Submit Finished Add Patient Record Patient ID
86. nd one for Night allow changes to the respective color palettes These are system wide changes and are therefore only available to the Super Administrator VOTE switching between Day and Night palettes may be done at will by the logged in user Day and Night palette selection is not persistent between logins Reset database This option is extremely dangerousand is therefore only available to the Super Administrator Selecting this option and following the given prompts will completely reset the Tickets database to a fresh install state erasing ALL stored incident Unit Facility Status Incident and Signal data Optimize database This option will examine the database for integrity and optimize accordingly I recommend making use of this function yearly after deleting large numbers of old closed incidents It is available only to the Super Administrator account OpenISESTicketsCAD Page 69 Test functions These links allow the associated functions to be tested prior to making changes to the Edit settings screen Select the desired function to test and enter the needed information All Tickets Notify and Add Edit Notifies These options control when certain users are automatically notified by email whenever an incident is opened or changed in Tickets To set up an automatic notification click the All Tickets Notify link to open the data entry box Add the required email address to where the notification will be sent The Exec
87. nstaMapper API is simple To fetch positions send an HTTP request of the form http www instamapper com api action getPositions amp key API key gt snum lt int gt sfrom_ts lt int gt NOTE Coordination with phone owners will be necessary as API keys are not interoperable a phone owner who obtains their own license key will not be trackable using your master API key This is intentional on the part of InstaMapper as it ensures a measure of privacy among account holders LocateA LocateA is another smartphone dependent tracking system whose home page is at http locatea net This system relies on Java enabled smartphones and PDAs and Windows based smartphones as of this writing there is no app for the iPhone or its relatives The exception is that LocateA can also interface with dedicated tracking devices and with laptop PCs equipped with GPS receivers and LocateA s software Again obtain the required key code by signing up for an account with that service and installing the requisite app on the device to be tracked and enable tracking by selecting LocateA from the drop down selector and entering the key code Review the information at LocateA s Web site for complete information including capabilities for dedicated device tracking or laptop use NOTE I have not tested LocateA myself due to lack of available compatible hardware for testing OpenISESTicketsCAD Page 75 OpenGTS OpenGTS is a free open source GPS tracking system
88. okups you won t have to do anything with these and you can just move along to the next section If not read on Google Maps API Key If you will be using Ticketsin a multi user setup or on a hosted server AND you want to use the mapping functions you ll have to get your own Google Maps API key Go to http code google com apis maps signup html and complete the signup form gmaps api key ABQIAAAAiLIXSdJnXCkZR5Yil2CQ5BT2yXp ZAY8 ufC3CFXhHIE1NvwkxRGkBZARk7Vp6dHzz You ll need your own key Once you ve received it copy the string into the Gmaps API Key field on the Edit Settings screen save the change then log off and back onto Tickets CAUTION If you don t get your own key or if you usethe default key included with the Tickets installation OpenISESTicketsCAD Page 17 package and then try to run Tickets in a multi user environment computers trying to access the Tickets host will receive a notice informing you that you ll need a different API key and after that they ll see a browser compatibility error message and refuse to load pages It s best to use your organization s primary Web URL such as myagency org to produce the key Any URL including such a domain will allow the mapping functions to operate normally If you obtain a key for your organization s Web site but try to access the server using a numeric IP you ll get the same error and failure Some users have had success generating an API key using a numeric IP and
89. or is performing both calltaking and dispatch functions you can ignore the next couple of sentences If the operator entering the ticket information is NOT the dispatcher e g different operating positions for a calltaker and a dispatcher that operator should click the Situation button on the top menu bar to return them to the Situation screen The operator performing dispatch duties will then also click the Situation button at the top of the screen it will turn red when the new ticket is completed and available for dispatch and depending on the browser an audio alarm will sound to bring the Current Situation screen up to date and then click the ticket itself to bring up the Dispatch screen Current situation Laguna Seca Mazda Click Mouse over for information Incident Nature Addr PAU Asof 1 11 11 MVC MVC S Perimeter Rd a O0 0 1 Mar 18 12 14 Change display v Sort Unit 9 Type Status Either way the unit or units to respond on the call will now be selected In my case I m unc the mapping system so I ll show that as well Routes to Incident 11 11 MVC 2 mins Click line icon or map for route Unit SLD Cal Status M Asof gt pH e Sie 0 2 available 18 09 49 2 BILECE 0 4 available 18 09 49 AMR 163 0 8 available 18 09 56 T L Mobility stopped e moving fast silent e d Mazda Raceway Laguna Seca FILTER BY CAPABILITIES Filter Type OR 9 AND Reset Filter
90. order for your deployment to be usable in a networked environment These tasks are beyond the scope of this manual since they will likely be different for every agency s installation Consult your Internet Service Provider or your local IT guru for the necessary steps Browser requirements and limitations Tickets has been tested using four of the most commonly available Web browsers Internet Explorer 9 0 Firefox 7 0 Google Chrome 14 0 and Apple Safari 5 0 You will OpenISESTicketsCAD Page 9 need to set your browser to allow popups from your Tickets installation s URL in order for all functions to work At the time of this writing the following browser limitations are known e Google Chrome will sometimes not play sound files e Mouseover help functions e g in New Call incident type selection do not work in Apple Safari browsers e Internet Explorer will not play sound files OpenISESTicketsCAD Page 10 Configuration Designing a CAD deployment should never be considered a trivial task Even a cursory glance through this manual section is enough to show the amount of thought and planning required in order to most efficiently apply the flexibility built into Tickets or any other CAD system for that matter While it is possible to install and deploy Tickets in a very short time producing a logical and usable workflow should always be a high priority for anyone who will administer and operate the installation The tas
91. periment as needed to determine the best map size and adjust the entries accordingly map height 512 Change these as needed map width 512 for your display If a user account set up at the Operator level is allowed to edit existing ticket information change the oper can edit option to 1 If the option is set to O the default the operator can still add Notes to a ticket but cannot edit base information in an existing ticket such as call location or incident type and cannot add Actions or Patients to a call record Set this according to your organization s policy Keep in mind that any changes made to an existing ticket will generate a log entry so allowing an Operator to edit existing tickets won t damage the audit trail oper can edit 1 Can an Operator edit tickets Everything else can be left at default values for now We ll go into more detail on the rest of the options in the Advanced Configuration section API keys Pay attention here This is one of the little fiddly bits that can cause a headache or two so read this section closely and at least twice Tickets ships with two default API keys provided one for Google Maps and one for white pages reverse lookups These API keys are configured for the URL of http localhost If you re going to be using Tickets as an integrated package on a single computer or you won t be using the mapping functions as in a non Internet connected installation and no or limited reverse lo
92. r own API key Visit http developer whitepages com page and follow the instructions there then copy the newly generated API key to the wp key field in Edit settings NOTE API keys for APRS fi and InstaMapper may be desired for unit or asset tracking but Tickets does not ship with default API keys for those functions See the Unit and Asset Tracking section of this manual for a discussion of those API keys wp key 729c1a751fd3d2428cfe2a7b43442c64 Default map If your installation will have full time access to the Internet and you plan on using the mapping functions the next thing you will probably want to do is establish a default map Click the Set Default Map link You should see a nation sized map Enter the city and state you want to center the map on and click the Lookup button it s the one with the glasses The map should now be centered on your selected city You can also slew the map using the mouse if you prefer by clicking and dragging as desired Zoom in with the map slider or with the mouse wheel if you have one until you can see the entire jurisdiction you re setting up OpenISESTicketsCAD Page 18 Select Map Center Zoom and Caption NL rm E nes map Satellite Hybrid Terrain AJ b i s d Watsonvi le ra 3 argent 1 Lookup Clause poem PO Monterey Bay Fine tune your map center E by clicking in the map and TM adjusting the zoom slider to on 3 the left Castrove 5
93. ration However it is possible to configure units and facilities to NOT display on the General region Individual deploying agencies and OpenISESTicketsCAD Page 67 jurisdictions will need to determine what assets should be associated with given defined Regions and configure the system accordingly Other map markup options As configured by the installation routine Tickets has five user definable options for map markup region boundaries banners facility catchments ring fences and exclusion zones Each of these functions will be outlined in turn Region boundaries The deploying agency may define specific region boundaries for display on the user map The meaning of individual boundaries can be defined locally Region boundaries may be created using either polygons for irregularly shaped borders such as city limits or ground unit dispatch zones or circles for radius defined limits such as air operations Polygon boundaries are created by clicking the Map Markup link from the Config screen then clicking the Polygon button on the Add New line 7 an Leanor iade New Polygon zS Son Bruno Pleasanton Map Satellite Terrain m ed Modesto o click map drag icons 9 gt n Mat fremont oKeyes v Palo Alto Milpitas o Turlock o Patterson STE Atwater Description j Visible yes 9 no E S EK San Jose o Pia ino a lerce o a jan nt i Ident Category Select e Apply to Base
94. re are records in the database that use those types or statuses you won t be allowed to remove them This is intentional as it maintains what database gurus call referential integrity If it becomes absolutely necessary to do so you will need to remove any stored tickets that contain those types or statuses by using the Config option Delete Closed Tickets available only to the Super Administrator account Signals Signals are a means of quick entering text that you may commonly use or repetitively enter into a call They are configured just as Facility or Unit types VOTE when you click the Signals link from the Config screen the maintenance screen that appears will refer to the Codes table as shown in the following example However all entries in this table will appear on the New Call screen in the Signal drop down selector as well as other screens related to a given incident including the Close dialog In the example setup I have designed the Signals list as a quick fill list of possible call dispositions for an EMS deployment OpenISESTicketsCAD Page 25 Table codes 13 records mouseover Id data for functions Code Text Sort by from on Id 1 CHM Transported to CHOMP 1 1 99 43 10 175 2011 04 09 17 32 44 2 SVM Transported to SVMH 2 1 99 43 10 175 2011 04 09 17 33 04 3 NMC Transported to NMC 3 1 99 43 10 175 2011 04 09 17 33 22 a TLF Transport by air to other hospit 4 1 99 43 10 175 2011 04 09 17 33 39 B NT
95. re in this manner allows for local modifications and improvements which can then be placed back into the loop for other users to make use of For full information on the GPL please see the Free Software Foundation s Web site at http www fsf org OpenISESTicketsCAD Page 7 Installation Obtaining and installing Tickets System requirements In an emergency communications application any computer capable of running Windows XP or later can be used as a server for Tickets However for a full time production environment I recommend a server class computer with as much memory as it is capable of managing an uninterruptible power supply and a robust high availability network connection For additional data protection I also recommend a means of producing data backups on a regular scheduled basis These requirements should be discussed with your local IT wizard and budget constraints balanced against mission capabilities Tickets will run very happily on a surplused desktop system under most flavors of Linux but if you anticipate more than eight users making simultaneous access for calltaking dispatching and so forth elimination of data throughput bottlenecks will greatly improve the usability of the system My own recommendation is for no less than 4GB of RAM and at least 500GB of hard drive space for routine operation under Linux and double each under Windows 7 due to the inherent memory requirements of an operating sy
96. red when creating a new unit Select Latitude as the Tracking method then copy that numeric string and ONLY the numeric string and be careful there may be a leading hyphen beginning that string and you ll need to keep the hyphen too to the Badge ID field InstaMapper InstaMapper like Google Latitude works with certain smartphones See the list at http www instamapper com phones html Users sign up for an account set up an authorized device and obtain a license key then install the app on their phone and enter that license key in the app An advantage of InstaMapper is that the device being tracked can be configured to transmit only at certain intervals and positions being transmitted can be determined to certain precision levels by using either GPS or cell tower triangulations with a precision range from 2000 feet down to 600 feet for triangulation or 60 feet by GPS An alternate option is to set the accuracy to Any which allows the software to determine the best accuracy level available and transmit position fixes accordingly The app can also be set to retain a certain number of positions in buffer memory for track updating My test iPhone installation has good battery life with settings of Send at most every 150 seconds buffer size of 10 positions and accuracy by GPS to 600 feet I d still plug my phone into a car adapter for extended use Units can also be selected between Imperial metric or nautical distance m
97. rly equipped mobile units that you have defined and granted system access to can also update their call status and enter additional information into the system as required Key users can be notified of creation of or changes to calls Finally you are able to track appropriately equipped units on the map if mapping is enabled using multiple means of GPS location If you have any questions that weren t focused on in this manual or problems you couldn t find an answer to feel free to sign into the Open Source CAD forum on Google Groups Visit http groups google com group open source cad Live help and or chat is also available at http www opentickets org OpenISESTicketsCAD Page 89 Manual revision history e 24 March 2011 initial publication with Configuration e 30 March 2011 Updated and expanded Configuration added screen shots e 4 April 2011 further expansion of Configuration addition of Operations added Table of Contents added descriptions of ancillary functions description of known browser limitations e 18 April 2011 updated material to reflect current software version added description of remaining low level Configuration functions added section on Tracking features e 19 April 2011 correction of strikethrough times on Facilities and Units clarification on Situation update timing if any unit is being tracked addition of Situation screen Source time flag explanation e 20 April 2011 clarification on email setup
98. roper drop down when making use of this function Incident Name is automatically populated based on selections that can be made and altered by the Super Administrator using the Incident Numbers option on the Config screen Automatic Incident Numbers mouseover styles for hints Style one 12345 Labeli2345 YR 12345 9 Label Separator e g dash slash space character Next number 4 Append Incident nature No 9 Yes Cancel Reset Next These options can be selected according to the needs of your organization Again I d recommend testing various options to see which suits your agency s requirements prior to putting the system into full operation NOTE if Append Incident nature is selected and the Incident record is then edited to change the nature of the incident in the drop down selector the new incident nature will be appended to the existing incident number and will NOT overwrite the previous incident nature OpenISESTicketsCAD Page 39 If the call is at a facility you previously defined select that facility in the upper Facility drop down If there is a specific destination or delivery facility intended select that in the lower Facility drop down If this is a scheduled or planned response such as in the case of EMS an interfacility transfer click the Scheduled Date radio button and enter the date and time in the fields that appear If your system is connected to the
99. s you have the option of defining whether that status will inhibit a unit in that status from being dispatched to an incident That inhibit function can be further controlled by enforced or not enforced options the not enforced option will show an alert dialog if a unit in that status is dispatched but will still allow the dispatch while the enforced option won t allow that unit to be selected for dispatch Incident types Now the part that will likely take the longest defining Incident types For a fire alarm deployment you may have comparatively few incident types to define e g structure fire car fire motor vehicle collision stuck elevator and so forth EMS and law enforcement deployments will likely have considerably more As an example of this I defined 32 different incident types for my test EMS installation The incident types I created were based on the State of New Jersey Emergency Medical Dispatch guide cards which I used due to ready availability online The display will normally show 20 entries per page as shown below OpenISESTicketsCAD Page 23 Table in types 20 records mouseover Id data for functions Id f Type Description Protocol Set severity Group Sort Radius Color Opacity 1 ANI Animal bite sting Upgrade altered LOC uncontroll 0 Trauma 1 o 0 2 ASS Assault domestic Upgrade altered LOC difficult o Trauma 2 o o 3 BLE Bleeding or laceration Upgrade altered LOC difficult
100. same location only the most recent or highest priority incident will be visible OpenISESTicketsCAD Page 47 If you are NOT using a system with mapping the displays look different Here s an example First note that the Situation screen won t show any hint of a map In exchange Facilities default to being shown They can be shown on a system with a map as well but they default to not showing unless the operator elects to display them Current situation Laguna Seca Mazda Raceway Click Mouse over for information Sort Unit 9 Type Status C Incident Nature Addr PAU Asof Unit 3 Ej Status Incident As of 1fi H MWC MVC S Perimeter Rd end Yemehe Market PLEA 0 0 0 Mar 18 13 12 163 0E na available a uM HM Change displa X 193MEEEE na available v na Herth eos 431 DU na available na Herth Sos Facilities ID Facility a AID Infield Aid Station AID na Diteiistividad Medical Center NMC na Sp Community Hospital of the Monterey Peninsul na ICH svn ESPEN AIS e eee na Facilities AidStation ESSN t Time Elapsed 0 083s Con us H The same screen with a new call entered and awaiting dispatch Current situation Laguna Seca Mazda Raceway Click Mouse over for information Sort Unit 9 Type Status Incident Nature Addr PAU Asof Unit 3 EJ Status Incident As of 111 12 GIE CHE S Perimeter Rd and Bird CA 00 0Mar 18 13 20 16
101. set Select signal code Invite Select Alllogged in operators will be shown here To open a chat with an operator select that operator from the Invite drop down then click the Send Invite button that appears The receiving operator s Chat button will change color to red and plays a sound defined in the Edit Settings screen With the Chat window open a text conversation can be conducted as with any chat client Clicking the Close button will close the Chat window NOTE The Chat function is NOT a private chat between participating users Any logged in user with the Chat window open will see any and all messages sent Do not use the Chat function to pass sensitive or confidential information Log Clicking this button on the top menu will open a data entry window allowing a free form log entry to be generated This may be useful for events which are not associated with a given unit facility or incident but which should be recorded as part of the deployment s records such as a road closure weather event and so on Changes in dispatch operators do not need to be logged using this function unless local policy directs otherwise Station Log Log entry Submit Reset Review Deletion Cancel OpenISESTicketsCAD Page 56 Full screen Clicking this button will open a new floating windowshowing a full screen map if mapping functions are enabled with flags and markers derived from the Situatio
102. should have Not Set in the text box click Submit Standard Messages You can pre configure standard messages that can be used in outgoing SMS or email messages and are selected by a select control on the various messaging forms Click on Edit Standard Messages and you will see the following screen Search Std msgs Std msgs Properties Add new Std msgs entry Click Add new Std msgs entry to add a new standard message hover under Id for an existing message to edit view or delete a current message In Standard Messages you can also put Smart Replacement text strings which are used by Tickets to insert dynamic elements such as Ticket Number Ticket Summary etc These replaceable entries should be a text string delimited by the pipe character Therefore in the above you can see in the existing message ITKTI In the next section you will see what this entry does and what text is inserted in place of ITKTI OpenISESTicketsCAD Page 82 Message Text Replacement Click on Message Text Replacement and you will see the following screen Table replacetext 1record mouseover Id data for functions 4 In text Out text Add ticket Add user Add user unit Add time Add date App summ Id TKT Ticket Yes Yes Yes Yes Yes Yes Search Replacetext Replacetext Properties Add new Replacetext entry Finished Hover under ID on an existing entry and select the iS icon to edit or click Add new replacetext entry You w
103. ssword and tell the new user to change it at their first opportunity In most instances your other dispatchers can be set at the Operator level If you have users that will be logging into the system from field units define them OpenISESTicketsCAD Page 26 at the Unit level This will require the specific unit to already be defined on the Unit screen Add User Required User ID dispo2 Password seesses Confirm eeeeee0 Level cuper Admin Operator 9 Guest Member unit statistics C Group H 7 General city Fire VlEMs Unit selet one Last name E First MI B DOB EH Callsign Ident FO Info Demonstration dispatcher with specific group limitation EMS Email Alternate PO Street addr D Giy st Phone PO Alternate Ir Mobile Cancel Reset Submit Enter as much or as little additional personal information on each user as your policies require Specific permission and access levels e Units only see their ticket info on the Situation screen but can look at but not edit other screens as well Units can also update their own statuses enter Action and Patient notes and trigger dispatch actions for additional units on their tickets Units can also access the Call Board bar and change their call progression status with a shorter list of call progression status change functions on the Mobile screen We ll discuss the Mobile screen in more detail in the Opera
104. st it has a strong password and it is not used for routine operation e Individual users may be restricted to viewing and dispatching specific asset groups called Regions in the software by clicking the plus sign beside the Group legend and checking or unchecking the Region options required This will be discussed further in the Advanced Configuration chapter As stated before make sure each User created is assigned to at least one group e Statistics users are special constructs used specifically for monitoring system statistics see the Statistics section of the Advanced Configuration chapter for full information on this At this point you have completed basic configuration including defining Facility types and statuses Unit types and statuses and additional users of your deployment It s time to step back and breathe for a bit The next steps in configuration get into the meat of the system by defining actual facilities and units Once that s done we ll put the system to work by going through an entire dispatch cycle or two For those using an Internet connected installation I ll also look at the basics of unit tracking and routing For much of the followingsections I won t be including map images unless they re needed to demonstrate a function or feature I m doing this for two reasons first it makes the data entry fields larger on the screen and therefore more readable on the page second not everyone will be setting up Tick
105. stem that runs primarily in a graphic environment Installing by hand or on non Windows systems Tickets can be installed on any system capable of serving Web pages using the common combination of the Apache web server MySQL relational database and PHP scripting software Because there are multiple ways to install this software combination on servers and each target servermay be running a different operating system the actual installation procedure for each falls outside the scope of this manual and therefore will not be described Instead refer to the Web tutorials on setting up a Web server for hosting Tickets which can be found at http sourceforge net apps mediawiki openises index php title Web Server Tutorials The tutorials found there will clearly describe deployment of the software stack on Ubuntu Linux and Windows computers Once you have completed the appropriate sequence move to the How To Install Tickets tutorial at http sourceforge net apps mediawiki openises index php titlez Tickets Tutorials That tutorial will guide you through the necessary steps of creating the database Tickets will store its information in then initializing that database using the install php script included in the Tickets zip file NOTE a future revision to this manual may include expanded installation instructions Windows installer As an alternative if you plan to deploy Tickets on a Windows computer you can visithttp www ticketscad org
106. strresscsseuntestsstestestesteseestrseeseeseesersrseeseesennnes 62 Configuration COINS sssi isesosresi rssi eb Ritmo EU aide EEEa a A Era Haa RE ideest 62 abbreviate affected abbreviate description 62 allow custom tps e ia a ee Rente deed pin ERE EERE 62 VITATE X X 62 DIS FUREY RET 62 CGUIO POW E de 62 E 62 call bo rd NET M 63 OpenISESTicketsCAD Page 3 UAM TAM 63 Closed VIET Ms M 63 date fOrm lus sete ie uii nba a d t tete alae ei 63 deflat deflng 5 ec i E RYE EE Ee EY RR ERE CERE EE ERES AANER 63 def zoom def zoom fixed usse ee otii eee Urs ee ee ner aao RU EP RP a soar a ecu ueque Eu ru ERR URS 63 UAuRITM aS 63 CULL FON MRP m 63 ma reply tO Em 63 frameborder and framesize esses eese eene eene nnne enne enn 63 Mura m 63 BTOUD OF CISDOICN RRR 63 track URL TEE 64 BUCST GO ticket E O 64 ym ie 64 UO INT T 64 kml files PP M M QS 64 linkCapt lk Wis BR RE nd usen n 64 LODO see M ae 64 Mappe aseo RU nO ee ee EES 64 ient EE 64 Te Et 64 mse text fields ui eiue a eise EO
107. t display and log an alert message It is most typically used for delineating jurisdiction boundaries An exclusion zone works in much the same way but is intended to outline a specific area into which no unit should be dispatched e g a hazardous materials incident evacuation zone Facility catchments A facility catchment area may be defined for operator decision support and as with other boundaries may be either polygons or finite radius circles A catchment area would most often be used to determine the correct facility to act or respond regarding a given Incident for example which shelter an evacuee should be taken to or which fire station might be responsible for coverage of a particular location Other configuration options Several other options are available on the Config screen although some will not be available to users other than the Super Administrator I ll examine the more important and potentially damaging options Delete closed tickets This option as the name implies deletes all closed incidents from the database It is only available to the Super Administrator Once deleted incident records can NOT be recovered Dump DB to screen This is a debugging tool available only to the Super Administrator In case of significant operating issues the Super can dump the contents of the database and save it as a file which can then be sent to the development team for analysis Set colors These two options one for Day a
108. t 3 as C J D H thus would produce an email containing the call priority nature address and phone number pie charts This controls the size in pixels of the pie charts generated by the Incident Summary report quick Changing this from the default 0 off to 1 on will bypass certain user notification steps and allow for somewhat faster operation by users This is a system wide option restrict user add restrict user tickets These fields limit the user to adding calls as themselves only and showing generated calls only These fields should not be changed from the default 0 reverse geo This allows the system to use reverse geocoding when setting a call location The default is O off serial number app This setting controls whether and where the sequential call number will be added to the name of the given call Set to 0 to inhibit adding the number to prepend it 2 to append situ refresh This controls how often in seconds the Situation screen is refreshed The default 0 sets the screen to not automatically refresh Minimum is 15 seconds Note that available network bandwidth and server capability will affect refreshing I recommend no less than 30 seconds between refreshes The top row Situation button will still change color when information affecting the Situation screen has changed OpenISESTicketsCAD Page 65 smtp account This string if configured will enable the sending of email from Tickets It is a sl
109. t home First login as admin All configuration will be accomplished using that account including defining a default map area defining facilities defining incident types and adding and positioning units Note the Day and Night colors option Different users will prefer different color palettes depending on whether the environment they are viewing screens in is well lit or not The default color palettes have been selected based on typical ambient lighting for each condition These palettes can be changed by the Super Administrator from the Config screen see Advanced Configuration and operators may switch between Day and Night palettes as desired while logged in OpenISESTicketsCAD Page 11 Now click the Configbutton it s on the top row No matter what screen you are viewing that top row will remain unchanged d iP Comonst atin CAD system Logged in admin Super Module config 9 Day Night Time 08 41 Logout 4 Situation New Units Fac s Search Reports Sui SOP s Chat Help Log Fullscr Links Board Mobile That will take you to the Config screen where you ll be spending quite a bit of time working through the options in this document The very next thing you should do is change the default admin password Consider it a matter of basic security You ll be entering a great deal of data in the coming sections and some of it might be considered privileged or confidential in nature Never expose more of your syste
110. t of a unit with inappropriate capabilities being assigned to a call or that unit being needed to respond to a higher priority call or a unit becomes available that is closer than the unit originally dispatched Local policies will dictate how and when that function should be employed Also clicking the timestamp in the Dispatch section will expand the entire Call Board window as shown below Edit this Call Assignment 19 Incident 11 11 MVC Status Open v Next Unit Select s Unit Status available Le Comments New Mileage start On scene End Dispatched o 2011 sell 2 x 18 12 20 Responding On scene Fac en route Fac arr Clear Asof 3 18 11 12 20 By n5iln OpenISESTicketsCAD Page 43 This allows the operator to add comments to the dispatch select additional units to add to the call enter mileage information for billing purposes or change timestamps on status changes This function should be used rarely as it can adversely affect the call record Test thoroughly before using Adding Units to a call It may become necessary to expand the dispatch of a call to additional units For example a unit may request additional resources under a mutual aid agreement or a law enforcement unit may request to be added to an incident to back up a primary responding unit There are several ways to add units to an existing call From the Situation screen clicking the call or
111. te pages lookup or geocoding Setting the option to 3 will cause the system to periodically test for an Internet connection and use it if it exists However the system will test for a connection with every page load or screen change so it will respond much slower to user inputs Option 3 is a good set and forget selection but only if the loss of performance won t be an issue I recommend using option 3 only in very rare instances ni tanm DER internet 3 4 amp L for constant connection 2 for no 3 for maybe kml file 1 Set the locale option for the area your installation will be operating in the United States 0 in the United Kingdom 1 other areas 2 locale 0 4 amp 0 for USA 1 for UK 2 for other areas This will configure the date formatting and map coordinates displays appropriately If you desire set the login banner option to a descriptive title for your installation login banner Epecial Event Medical Dispatch System Tickets 2 12 OpenISESTicketsCAD Page 16 Change the default map height and width values as needed to alter the map dimensions to fit your display The default values will often work well but it won t be perfect for everyone This is a system wide setting so consider the screen sizes of any machine connecting to your deployment and adjust accordingly A 480x480 view for example works very well on my 15 laptop screen with a 16x9 aspect ratio which is common for newer systems Ex
112. the Add a Facility button will bring up a new screen with a number of fields for entering Facility data We ll just look at the required fields for now 4 Add Facility mouseover caption for help information ame Ir Ir EE IT Region Boundary Select Type Select one Le Directions V Status Select one Je Location City Salinas St CA Description Capability As is the convention with most other screens in Tickets fields marked with a red asterisk are required for input all others are optional Note also that the City and State fieldsare pre populated see the Edit Settings chapter This can be overridden as needed Below is a Facility being added to thedatabase OpenISESTicketsCAD Page 29 UNOUSEUVEI Cadpuur IUI NSIP ITTOFfriduloriJ Name Salinas Valley Memorial Hospital Handle SVM Icon SvM Region Boundary Select v Type Directions V Status Open Le Location 450 East Romie Ln city sainas fa Description per Capability Weg on ED duty 24 7 Contact name The Description field is free form but should contain pertinent information for that facility If you were defining a fire station it might contain the names or designators of any apparatus housed there although at least one user has added that information to the Capability field Note the Icon field For users employing the map functions of Tickets this is th
113. then accessing the deployment using that numeric IP but it didn t work for me In most but not all cases the API key can be obtained at no cost as long as you deploy Tickets with the Guest account intact and usable by the general public You or your local IT guru and or legal eagle will want to review the license agreement for the API keys offered and plan accordingly NOTE the lack of a separate Google Maps API key will NOT preclude use of Tickets by multiple operators on an internal network It will only prevent use of the mapping functions NOTE As of October 1 2011 Google has announced that the API key is deprecated for JavaScript applications which is what Tickets is based on However I was not able to access map functions on my test system without a valid API key White pages API key Like the Google Maps API key Tickets ships with a default API key for generating white pages lookups from provided telephone numbers performing lookups will be discussed in the Creating tickets section For testing or for low call volume installations that don t make use of white pages lookups this will typically suffice However the service provider http www whitepages com places a limit on lookup frequency and as Tickets deployments increase use of the default key will soon be met with volume exceeded errors from the provider As of this writing their limit is two lookups per second for a given API key To avoid this error obtain you
114. tion has not yet been updated in the available free reverse lookup databases The caller may also not be reporting an incident at their location as might be the case with a relayed call received via a motorist assist program such as OnStar In any case follow your jurisdiction s policies and best practices If you aren t using a system that s connected to the Internet the Lookup functions will be disabled and the Incident Lat Lng fields won t appear on the page Protocol information if any will appear based on the selection made in the Nature drop down which is actually the name of the incident type you defined in Incident Types Priority will automatically fill with the default priority level you defined for that incident type It can be changed as needed for the particular call being entered Synopsis is a brief description of the incident Make it something you d transmit by radio to the responding units Remember that this will be the description permanently recorded in the call record See the sidebar A word on call records that appears later in this manual The Signal drop down selector enters predefined text into the applicable field Note that there are two Signal drop downs one just under the Synopsis field and one under the Disposition field However there is only one table from which Signal predefined texts can be selected and those texts will appear on both drop downs Operators should verify they are using the p
115. tions chapter e Members may view all information screens just like the guest account Unlike the guest account their logins are monitored and logged Members can also receive emails from the system if email is enabled This option may be useful for organization or agency members that do not have direct dispatch responsibilities but may have a need for monitoring activities such as emergency managers e Operators can enter and close tickets change unit statuses and Facility statuses and can add Facility types and status types but cannot add or remove units Depending on the option set in the Edit Settings screen they may also be allowed to edit basic ticket information e Admins have full access to the system except for low level configuration options and database maintenance functions I suggest you use this level for duty supervisors If your system includes units that are activated and deactivated periodically through the course of a day the supervisor can add or remove those units as required Note that if a given unit also has a Unit user account on the OpenISESTicketsCAD Page 27 system that account will remain in place even if the unit is removed from the system e Super Administrator users have full run of the system including the ability to delete closed tickets from the database or even complete re initialization of the database which deletes ALL data Istrongly recommend that only one Super Administrator account exi
116. tries for each incident The below screen shot is only a partial example of the report 4 Incident SOC 3 5 Incidents Mon Apr 11 Addr Skyline Rd near Guidotti Rd City Laguna Seca CA Priority normal Nature ANI Synopsis 22M poss rattlesnake bite to let 4 11 11 10 54 Pt is at Skyline communications site Protocol 911 Contacted Yes Reported by Amateur radio Updated 4 11 11 11 26 USNG 10S FF 12405 50092 Phone 831 271 7484 Status Closed Written 4 11 11 10 53 by nSiln Disposition Transported to CHOMP Run Start 4 11 11 10 52 End 4 11 11 11 26 34 mins Position 36 35 4 N 121 44 6 W Log SOC 3 Code Unit Status Incident opened Unit status change 140 available Unit status change 140 in service Unit responding 140 Off Duty Unit on scene 140 Off Duty Patient data added available Action added available Call unit to fac 140 Off Duty Unit status change 140 unavailable Call unit to fac 140 Off Duty Unit clear Incident closed 240 edi Patient 3614 4 11 11 11 06 by n5iln 22M poss rattlesnake bite to R lower leg When 10 53 10 54 10 54 10 54 10 57 11 07 11 08 11 10 11 10 11 18 11 26 11 26 By n5iln nSiln n5iln n5iln n5iln n5iln n5iln n5iln n5iln n5iln n5iln n5iln Active Recent Dispatches 1 Actions 1404 11 11 11 07 by n5iln Transported to CHOMP Tncident SAC From 175 175 175 175 175 175 175 175 175 175 175 175 OpenISESTicke
117. tsCAD Page 59 The Incident Management report provides a snapshot summary of activity over the selected time frame including duration of each recorded call from time of dispatch to time of call closure Incident Management Report Mon Apr 11 Da Opened Closed Elapsed Severity Call type Comments Disposition Facility Address Unit responding 4 11 10 05 10 08 3 mins M soc 2 Canceled before dispatch Imjin Pkwy amp Imj 2D7 141 4 11 10 52 11 26 34 mins soc 3 Transported to CHOMP Skyline Rd near 140 4 11 11 16 11 19 3 mins M SOC 4 Canceled prior to arrival false alarm Hwy 68 and Laure 746 4 11 11 20 TBD na H soc 5 Jacks Rd between S14 141 A5 4 11 11 34 TBD na H soc 6 Mazda Raceway Tu 140 Not dispatched none Mean incident close times by severity Normal 1 34 mins Medium 2 3 mins High 2 Overall 5 8 mins Note that in this example there are no average times for High severity incidents The two High severity incidents in the log at the time this report was generated are still open The TBD entries in the Closed column are an alert to the reader that those incidents have not been closed The Incident Management report will normally truncate the Address field at 15 characters This is a feature intended to retain readability of the report on smaller screens Users with wide screen displays may desire to display the entire Address field which will also allow for copying and pasting and printing the entire
118. tus report and map of the incident Add Note allows appending dispatch related notes to the incident record Add Patient opens a data entry screen allowing entry of a patient name and other identifying information facility information signal optional depending on definition and free form description Add Patient Record Showing Regions General City Fire EMS Patient ID Full name Date of birth Gender M F T U Insurance Select v Facility Seet e Facility contact Signal Select Description As of 2011 9 27 los oe Fa Cancel Reset Next Action is another free form data entry screen that allows the operator to make notes regarding call progression and provides check boxes to select individual units to which that action pertains Add Action Description Wem to CHOMP Signal Select 1 1 1 1 v Units AIR Ambulance Comms fira IME Cna Asof 2011 4 11 11 07 IV 440 1 In service EI 4341 Available Cancel Reset form Next LJ A7 Available 7 Available KJGATF In service 7 Available E B available OpenISESTicketsCAD Page 46 Closing a call To close the call return to the Situation screen click the incident and then select the Close Incident link That opens a smaller data entry window for noting disposition information Enter Incident Close Information 11 11 MVC S Peri
119. uation page logo If you have a graphic file you wish to display on the top frame of all pages enter the filename of that graphic in this field I recommend using a small graphic no larger than 100x100 pixels in png format maptype There are four options which control the type of map that will be displayed if mapping is enabled 1 for Standard 2 for Terrain 3 for Satellite and 4 for a Hybrid of satellite and standard maps Standard maps render fastest but other map types may be more useful in using Tickets for example in search and rescue deployments map caption This is typically defined when you set your default map military time This defaults to 1 24 hour clock Change to 0 for a 12 hour clock format with am pm msg text fields These fields define the data sent by Tickets to define default email contents for dispatch and notification emails Msg text 1 defines notification contents msg text 2 defines mini menu emails and msg text 3 defines dispatch emails Contents are set as a sequence of alphabetic characters as follows A subject B incident OpenISESTicketsCAD Page 64 C priority or severity D nature E written F updated G reported by H phone number of reporting party I status J address or location of incident K description L disposition M start end times N map coordinates O Actions P Patients Q host R 911 contacted Setting msg tex
120. up on the map that presents you with certain options If I click the To Facility link Tickets will show me the closest facilities the distance to each and offer to generate routing Clicking the Dispatch link allows me to add additional units to the call e g a rescue truck if extrication was involved Clicking the Edit link opens a window that allows changes to be made to the unit definition not available at Operator or lower status Clicking View will simply show all involved timestamps for the call Clicking the incident line itself will again provide a popup in the Map window but with different options These are more likely to be of regular use En tg More Zoom Pe xj SOC 2 As of 4 11 11 10 06 Reported by Amateur radio Phone Addr Imjin Pkwy amp Imjin Rd CA Status Open 2 mins Dispatch Details Edit Close incident 1 Popup Add note Add Patient Add Action OpenISESTicketsCAD Page 45 Again clicking Dispatch will allow additional resources to be added to the incident Clicking Details produces a status report on the call Edit opens a window much like the New Calls window which allows changing basic call information not available if you set the oper can edit option to 0 and the current user s access is set to Operator Close Incident opens a dialog which allows the operator to close out the incident and release dispatched units Popup produces a separate window with a sta
121. ute field is optional and when filled with the appropriate field codes see msg text fields above will override the msg text 1 field from the Edit Settings screen Additional optional notifications can be sent if actions or patients are changed for a call or if the call itself is altered Finally select whether the user will be notified of any new call entered or only calls of highest severity priority A typical use of this function would be to send automatic notifications to field supervisors in the event of a high priority call A particular user may request additional or different information than would normally be sent which is when the Execute field comes into play Notifications can also be set up on individual incidents Click the incident you want to set up notification on then click the Edit button and just above the data entry fields click the Notify link As many notifications as necessary can be set up by repeating these steps NOTE some email providers may restrict how often similar emails can be sent from an individual account check your provider s documentation for specific limits Modifying previously created notifications is done through the Add Edit Notifies option This allows the email address to be changed the Execute field to be altered what trigger conditions cause notifications to be sent or deletion of the automatic notification from the system Creating or altering automatic notifications is restricte
122. val Description Group Sort Bg color Text color by from on 4 Open Open to accept patients fac open 1 00FF00 FFFFFF 1 127 0 0 1 2011 03 15 08 22 01 5 BLS_div Closed to BLS patients div 2 008888 000000 1 127 0 0 1 2011 03 15 08 24 46 6 ALS_div Closed to ALS patients div 3 008888 000000 1 127 0 0 1 2011 03 15 08 24 58 7 Divert Full diversion div 4 ff0000 000000 1 127 0 0 1 2011 03 15 08 25 21 8 Disaster Internal disaster CLOSED div 5 000000 FFFFFF 1 127 0 0 1 2011 03 15 08 25 33 1 Search Fac status Fac status Properties Add new Fac status entry Again enter a name and description for each status change the displayed status color if desired using HTML hexadecimal color codes and click Next to save then Finish to return to the Config screen When entering color codes don t forget to add the hash mark at the beginning of the hexadecimal string Otherwise you ll get black text on a white background The status value and descriptions are all freeform as are the groupings so like other type and status definitions you can be as comprehensive as your situation requires The above example shows typical hospital status options for a particular area Now that you have facilities it s time to add Unit types to the system Again you aren t defining actual units at this point that s done from the Unit screen Think about what kinds of units you will need to represent on your Situation screen and map A fire alarm deploy
123. w call def area code amp 31 EL def city ange as def lat EICL P C ed def Ing def st The delta mins option deserves some attention The PHP back end software for Tickets is shipped with the time functions set for UTC since for hosted deployments it is presumed that the server s clock is set for UTC The time on the menu bar however will OpenISESTicketsCAD Page 14 match the clock on the user s computer To set your server to generate timestamps in local time set delta mins for an appropriate offset For example if you are in the Central time zone in the United States and you observe Daylight Savings time the delta mins should be 300 uei ZUUII IIxeu 1 delta mins D lt A Add minutes if west OI UTC subtractif east dicn ctat Fr den ee ies LLLI NOTE For a locally deployed server it may be necessary to edit php ini to force the software to properly timestamp your tickets and display the correct time If so don t forget to stop and restart the Apache web server software to effect the change See the Web Server Tutorials for more information on controlling Apache If you are running on a remotely hosted server and can t get the timestamps to agree with the local time you may have to enlist the assistance of the hosting company s Help Desk You can tell quickly if you have the option set correctly if you open a new ticket and the timestamp is right You won t have to save the ticket just open the New Cal
124. y with older timestamps lower in the list Closed incidents depicted as struck through always display below active incidents Responders are listed in order of most recent activity OpenISESTicketsCAD Page 36 timestamps Facilities are listed alphabetically by facility type then alphabetically by facility name Individual descriptor windows may be collapsed as needed A strikethrough on the timestamp next to each Responder or Facility indicates no updates or changes in status in the last three hours Notice the numbers between the Addr field and the timestamp on the individual incident line of the Incidents section They indicate how many Patient records Action records and dispatched Units are associated with that incident The Unit digit will blink if no units are assigned to a call The Patient digit will not be shown if there is no Patient record associated with the incident If you have Units with tracking set up and enabled you will see the indicator Source time at the bottom of the Responder list This is an update time indicator for Units that have tracking enabled The as of time will be highlighted for tracked units to indicate when the last position update was received by the tracking data source Note the Show Hide panel below the map This allows individual users to filter displayed Facilities and Units The displayed units will be further filtered by the groups or regions a user is assigned to see the Adva
125. your installation This string will be used when configuring the client device for that Unit A unit with the internal tracking function enabled will display on the Situation screen as a Mobile type TT The internal tracking system requires the FransonGPSGate application Full instructions for installation and use of that client are available on the GPSGate Web page at http www gpsgate com Note that the only configuration required from within Tickets is to set the tracking method for a given unit to Internal and to set the unit identifier string see above Most configuration can be accomplished automatically from within the Setup Wizard However there are certain options which must be set manually If you ve already run the Setup Wizard once to associate your GPS device to the software click the Advanced Configuration button Then from the Settings screen click on the Output tab select the add gpsgate com send option and click Add On the next screen in OpenISESTicketsCAD Page 76 the Server address field enter the root domain address of your server e g yourdomain com NOTE do not prepend www or http to that address Click the More Options button then in the GPSGate server address enter the full path to the tracker php script for your Tickets installation e g myserver com tickets tracker php In the Protocol dropdown select HTTP this will populate the Port field wit

use of Tickets - SMS Responder

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