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How the Ticket Pool columns are defined
Posted
Updated
Column item | Description |
---|---|
STATUS | displays the status in which a ticket currently is (e.g. 'VALIDATION') |
TICKET ID | a unique value that represents a single ticket in GEPARD (e.g. 827016) |
PROJECT | displays the Project Name (e.g. HP_TPMDE) |
COMPANY | displays the Company Name of the end user (e.g. BMW AG) |
ASSIGNEE | displays the User Name of a person, that has grabbed the ticket |
CNI | Customer Number Internal. Hemmersbach internal ticket number, which is now used synonymously with the Ticket ID (e.g. 466758) |
SLA | Service Level Agreement (e.g. NBD – Next business day), period of time which the ticket needs to be handled |
CNE | Call Number External. It is a number sent by the customer’s system for a particular task, that refers to a single ticket in GEPARD (e.g. WO-004203327) |
CNE PARENT | Parent Ticket Number. A number that is superordinate to CNE in the customer’s system and may be the same for a few tickets of the same project (not in use in all projects) in GEPARD (e.g. 5017601763) |
COUNTRY | End User's country |
LSDT | Latest Service Delivery Time (e.g. 27.07.2018), Ticket's deadline |
DEVICE | Model's name |
CATEGORY | Ticket's Category, (e.g. Desktop) |
SUBCATEGORY | Ticket’s Subcategory, (e.g. Preventive maintenance) |
CITY | End User's city |
ENDUSER | displays the name of a Contact person, requesting the Intervention |
CONDITIONS | refers to a condition specified for the ticket (description available in Ticket’s Condition Details tab) and determined according to Project’s requirements |
INDICATIONS | refers to Condition specified for the ticket (description available in ticket's indication details tab) and determined according to Project's requirements |
FIXED TO DATE | displays the appointment end date |
ERROR CODE | Error code of a particular ticket is displayed (in case there is an error existing) |
IS INTERVENTION SUCCESSFUL? | displays if the On-site-intervention was successful or not |
LAST UPDATE | displays when the ticket was last updated |
POSTAL CODE | displays the zip code of the ticket |
MAIL BILLING EXCEPTION | displays if the ticket has a Mail billing exception or not |
SUBCATEGORY | displays the tickets subcategory |
FIXED TO APPOINTMENT | displays the fixed to appointment date of the ticket |
CREATION DATE | displays the date when the ticket was created |
CLIENT ID | displays the Client ID of the ticket |
LAST STATE CHANGE | last action performed on the ticket in the system |
FIXED FROM DATE | displays the appointment start date |
REPORT ENGINEER ID | displays the ID of the engineer who intervened and filled out the Report form |
TAGS | Special labels put on tickets that allow you to differentiate tickets and process them accordingly |