Welcome to the Fieldcode Manual

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Some basic knowledge before we start deeper...

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, and display and analyze tickets.

Above you can see how a ticket in the Ticket Pool list is displayed

We call the lifecycle of a ticket workflow. The workflow reflects all possible statuses available for a ticket and determines which actions are available. Initially we provide you with a basic workflow which covers all standard Field Service Management use cases and helps you understand what is going on in every phase of the ticket. 

Simplified view on our workflow model

Ideally, a ticket in the process should follow the happy path until it is resolved, which is marked light in the scheme above. Exceptional paths, marked in bold can occur, but should lead back again to the happy path for 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.

"We believe that the key to great service quality is alignment of processes with less room for individual errors but enough space for direct actions"
Annika Goeres
- former Product Manager UX/UI

Workflows are designed to align all users of one process throughout the delivery chain, nevertheless leave enough freedom to handle and manage customer inquiries properly and quickly without the impediments of a static system.

Each ticket in your Fieldcode work place belongs to one project, whereas you are allowed to create as many projects as required to display and structure your delivery. Projects can reflect contracts with different customers to split tickets by category or other feature. That depends on your preferences and use cases. Nonetheless, splitting tickets by customer gives you the best way to analyze KPIs and keep Service Level Agreements in focus.

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