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Quick Start
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Work Place
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- How to schedule tickets
- How to search for tickets
- How to query tickets
- How to filter for tickets
- How to grab/ungrab tickets
- How to link & unlink components together
- How to download ticket data as a excel sheet
- How to copy filters/queries for colleagues
- How to email filters/queries to colleagues
- How to assign/unassign tickets to partners
- How to manage parts
- How to show tickets on Map
- How to use the ticket clipboard
- How to open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer from the Timeline
- How to schedule tickets
- How to publish tickets to engineers from the Timeline
- How to lock/unlock tickets
- How to lock/unlock engineers
- How to manually reschedule PUDOs
- How to show tickets on Map
- How to manage availabilities
- How to manage subgroups
- How to display an additional time zone
- How to move tickets back to the Ticket Pool
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- How to manage parts
- How to assign/unassign tickets to partners
- How to use the Interaction buttons
- How to use the Workflow buttons
- How to use communications
- How to schedule tickets
- How to edit ticket details
- How to cancel a ticket
- How to use the Remove Pending button
- How to report a ticket
- How to create intervention infos
- How to create intervention reports
- How to cancel an appointment
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Admin Panel
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- What is the Process menu?
- What is the Workflows menu?
- How to create & edit projects
- How to create & edit automated actions
- How to create & edit conditions
- How to create & edit indications
- How to set up email templates
- How to create & edit ticket durations
- How to create & edit custom fields
- How to create & edit custom forms
- How to create & edit value sets
- How to create & edit SLA Profiles
- How to move stuck tickets via Ticket Workflow Monitoring
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FMA
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- Fieldcode App (FMA)
- How to download the Fieldcode App
- How to login to Fieldcode
- How to configure multiple accounts
- How to enable/disable notifications
- How to change the theme
- How to log work times
- How to synchronize tickets
- How to navigate to appointments
- How to log drive times & drive breaks
- How to inform dispatchers
- How to view archived appointments
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FMA 1
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Customer Portal
About auto-dispatch/just-in-time publish
The first decision admins will face is to decide how the system will treat tickets. You are able to decide if you want to let the system auto-dispatch tickets or if tickets should be dispatched manually. Further, you can decide if you want to let the system also let just-in-time publish tickets to the engineers’ mobile app. Tickets will then be automatically transferred to the engineer without the need for manual actions, in case they have been scheduled by a dispatcher.
Automated dispatching
Comes in handy if you want to automatize processes in your company and highly rely on automation
-> best suited for big projects, big companies
If Automated Dispatching is activated tickets that enter the system are dispatched to engineers automatically for a particular selected Dispatch group.
The Dispatch tab is grayed out if this functionality is used. Dispatchers, therefore, don’t need to schedule tickets manually anymore. When Automated Dispatching is activated – depending on the Preset you selected under the Service Delivery tab tickets will be dispatched automatically accordingly without no more user interaction required.
Manual dispatching
Comes in handy if you want to fully control the dispatching process in your company and rely on human decisions
-> best suited for smaller projects, small companies
If Automated Dispatching is deactivated or no Enterprise subscription is activated tickets will be needed to be dispatched via user-interaction. You can either drag & drop tickets manually from the Timeline or use the Scheduling Assistant to dispatch tickets if the Manual Dispatching procedure is used.
Just-in-time publishing
Comes in handy if you want to inform your engineers automatically about new tickets
If Just-in-time publishing is activated tickets that are on the Timeline will be automatically pushed to the engineer’s mobile app. In this scenario, engineers are immediately aware of the ticket and the dispatcher saves a step in the ticket’s progress. The Just-in-time publishing toggle works great in combination with Automated Dispatching and is a big time-saver for Enterprise subscribers.
How to setup dispatching automations
- Inside the Fieldcode Admin Panel go to Dispatch -> Groups.
- Select the group for which you want to activate or deactivate automation.
- In the Basic tab activate or deactivate the Automated Dispatching and Just-in-time toggles.
If the Enterprise subscription is activated both toggles are set to active by default, so the system takes smart decisions.
If the Enterprise subscription is not activated both toggles will not be visible to you and everything will be set to manual by default.
Setting | What happens? |
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Activate fully-automated dispatching | Optimizer takes tickets automatically from the Dispatch tab and auto-adds them to the Timeline with no further user-interaction. |
Activate just-in-time-publishing | Optimizer publishes tickets automatically to engineers mobile app with no further user-interaction. An advanced just-in-time method is used. |
Automated Dispatching summarized
Setting | What happens? |
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Deactivated fully automated dispatching; Deactivated just-in-time-publishing | Optimizer is not active - Tickets need to be forwarded to engineer manually |
Deactivated fully automated dispatching; Activated just-in-time-publishing | Optimizer is not active - Tickets are forwarded to engineers automatically |
Activated fully automated dispatching; Deactivated just-in-time-publishing | Optimizer is active - Tickets need to be forwarded to engineer manually |
Activated fully automated dispatching; Activated just-in-time-publishing | Optimizer is active - Tickets are forwarded to engineers automatically |
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