Tip: You can use filters for better results
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Latest News
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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 use the Ticket Clipboard tab
- 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/from partners
- How to manage parts
- How to show tickets on Map
- How to open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer
- How to schedule tickets
- How to publish/unpublish tickets
- 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/from 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
- How to clone tickets
- How to edit private notes
- How to add & remove skills
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Admin Panel
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- How to connect with ServiceNow
- How to create test tickets
- What are aliases?
- What does workflow mean?
- What are appearances in context of workflows?
- What are buttons in context of workflows?
- What are automations in context of workflows?
- What are guides in context of workflows?
- What are actions in context of workflows?
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- What is the Process menu?
- What does workflow mean?
- What are appearances in context of workflows?
- What are buttons in context of workflows?
- What are automations in context of workflows?
- What are guides in context of workflows?
- What are actions in context of workflows?
- How to create & edit projects
- How to create & edit custom forms
- How to create & edit lists
- How to customize the Customer Portal
- 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 value sets
- How to create & edit SLA Profiles
- How to repair tickets with Ticket Workflow Monitoring
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Fieldcode FMA app
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- Fieldcode FMA app
- How to download the Fieldcode FMA app
- How to login
- 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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Customer Portal
Some basic knowledge before we explore the applications in depth...
What is the ticket?
Tickets are the smallest piece of information within Fieldcode applications. Basically, every interaction with an affected customer can be handled inside a ticket. We intentionally offer various possibilities to categorize tickets (categories, sub-categories, or ticket types) and structure all important information within a ticket to give you enough space to use Fieldcode exactly as you need it. Our application is designed to provide you with the best possible insights on the status of a ticket within its life cycle. Therefore you will find multiple ways to search, find, display, and analyze tickets.
What is the project?
Each ticket in Work place belongs to one project, whereas you are allowed to create as many projects as required to display and structure your service delivery. Projects can reflect contracts with different customers to split tickets by category or other features. That depends on your preferences and use cases. Nonetheless, splitting tickets by customer gives you the best way to analyze KPIs and keep important Service Level Agreements in focus.
A project generally is the foundation of a defined set of rules customized to meet business requirements. Depending on how deeply you define the project it can be either very specific or very general. Bigger companies, for example, may have very specific requirements for projects (eg. three-strike rules, special reports, etc.), while small companies may have just a very generic set of rules for their projects to get the job on the field done. The first project for example could use different workflows than the second project which includes additional statuses, custom reports, or even some different anonymization settings.
What is the workflow?
We call the lifecycle of the ticket the workflow. The workflow reflects all possible steps available for a ticket and determines which actions are available. Initially, we provide you with a basic workflow that covers all standard Field Service Management use cases and helps you understand what is going on in every phase of the ticket.
A step is usually a waypoint to further progress to some status - what you see described below in the picture is the statuses, not the different workflow steps.
Ideally, a ticket in the process should follow the happy path until it is resolved, which is marked green in the scheme above. Exceptional paths, marked in red can occur but should lead back again to the happy path for the ideal procedure and completion of a ticket.
The workflow is not only supposed to indicate the status of the delivery but also helps to manage who should do what and when: The ticket inside the workflow allows for certain actions (see Interactions) or automatically triggers events (See Automated Actions) based on the progress of the workflow.
Workflows are designed to align all users of one process throughout the delivery chain, nevertheless, leaving enough freedom to handle and manage customer inquiries properly and quickly without the impediments of a static system.
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