Fieldcode Manual

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Last updated:August 6, 2025

About Communications

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The communications workflow button inside the Ticket Details gives you the option to communicate with your target audience in different ways. 

  • Ticket Info: Create and send ticket-related messages.
  • Email: Send emails directly from the ticket.
  • SMS: Available for Enterprise users.

These tools help inform specific audiences about ticket-related events, delays, or updates.

The communications workflow button inside the Ticket Details
Example of an outgoing info to a customer
Example of an internal info with "Acknowledge" option

Ticket Info Types

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Ticket info messages are used to communicate updates between different roles (e.g., dispatcher, engineer, customer). Some messages require acknowledgment to confirm they’ve been seen. Below is a detailed breakdown:

Arrows are used inside the system to distinguish between incoming and outgoing info

<- : Outgoing
-> : Incoming

Ticket InfoDescriptionCreationVisibilityAcknowledgement
Custom Ticket InfoFreely configurableWork placeWork place❌ No
Engineer delayNotification about engineer delayFMA, Work placeFMA, Work place✅ Yes
Incoming Info from connected systemInfo from connected systems addressed to Work placeConnected System, Work placeWork Place, Connected System✅ Yes
Incoming Info from Customer PortalInfo from customersCustomer PortalWork Place, Customer Portal✅ Yes
Info from dispatcher to engineerMessage intended for engineer (not visible to customers)Work placeWork place, FMA✅ Yes
Info from engineer to dispatcherMessage intended for dispatcher (not visible to customers)FMA, Work placeFMA, Work place✅ Yes
Internal infoMessage intended for internal communicationWork place, FMAFMA, Work place❌ No
Internal info (with acknowledge)Message intended for internal communication with the option to acknowledgeWork place, FMAFMA, Work place✅ Yes
Outgoing Info to connected systemInfo addressed to a connected systemWork placeConnected system, Work place✅ Yes
Outgoing Info to Customer PortalInfo addressed to customersWork place, FMACustomer Portal, Work place✅ Yes

Acknowledgements

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Some ticket info types require acknowledgment from users. These are typically used to confirm that important messages have been seen.

  • Acknowledgeable info types include: Engineer delay, Info from dispatcher to engineer, etc.
  • Acknowledgment is currently supported in Work place and X-Details (Fieldcode Plus).

Sending Ticket Info

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The Info button (which can be triggered after using the communications workflow button) allows you to set a Ticket Info, which will be visible under Ticket Info and in the Ticket header of Ticket Details to inform cross-platform about special on-goings of a particular ticket.
All these options help to inform a special target audience about important on-goings of a particular ticket.

Depending on which one you select the ticket info is addressed differently.
Almost every ticket info type can be configured as acknowledgeable inside Work place (generally spoken).
Every ticket info type will be visible inside the Ticket History tab.
Please do not confuse “ticket info” with “Attachment Notes”.

  1. Click on the communications workflow button.
  2. Select Info from the context menu.
  3. (Optional) – Use a template to pre-fill the content for the info.
  4. In the Ticket info type field, select one of the following ticket info reasons, each serving a different purpose and having a different audience.

Sending Emails

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SMTP configuration required

If you want to send emails via the ticket details, you must first configure your SMTP email settings for your account.

The power of aliases

You can use aliases when creating and sending emails by typing the "@" command inside a field. This will reveal an alias dropdown. 

About HTML formatting

HTML formatting is supported inside COMS and email templates.
You may not be able to see a "Preview" with the HTML formatting for now, however, when emails are sent out the HTML formatting will be visible to end customers.

Please pay attention to use the correct HTML declaration and scheme for emails in the body field:
				<!DOCTYPE html>

<html lang="en" xmlns="http://www.w3.org/1999/xhtml" xmlns:o="urn:schemas-microsoft-com:office:office">

The email interaction (which can be activated by using the COMS interaction button) allows you to send mail or bulk emails to customers. Email templates that were configured by using email templates in the Admin panel can also be used in this tab for communicating with your customers.

  1. Click on the COMS button.
  2. Select Email from the list.
  3. (Optional) – Select a template.
    Email templates can be created inside Admin Panel -> Process -> Email templates.
  4. If you have selected a template fields should be already pre-filled and only small manual changes might be still required.
  5. Enter a recipient email address in the To field.
    You can also enter multiple recipients by using a semi-colon.
  6. (Optional) – Enter a Carbon Copy recipient.
    You can also enter multiple recipients by using a semi-colon.
  7. (Optional) – Enter a Blind Carbon Copy recipient.
    You can also enter multiple recipients by using a semi-colon.
  8. Enter a email subject in the subject field.
  9. Enter the email content in the body field.
  10. (Optional) – Click on the preview button to check how your final result will look.
  11. (Optional) – Clear all fields by clicking the clear button. This may come in handy if you mess up some fields.
  12. Click on Send to send out the email from within the Work place.
Writing an email inside Work place

Important Notes for the the Email Feature:

  • Requires SMTP configuration (see SMTP setup guide).
  • Supports HTML formatting and aliases (@ command).
  • Email templates can be used to standardize communication.

Sending SMS

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The SMS button (which can be activated by using the COMS button inside the Ticket Details) allows you to directly send out SMS from Work place. SMSes are mostly useful for external communication.

  1. Click on the COMS button.
  2. Select SMS from the list.
  3. Enter a valid phone number or alias into the phone number or alias field.
    You can enter multiple phone numbers or aliases by using a comma.
  4. Enter a message into the message field.
    You are also able to use aliases in the message field and test them with the Preview button.
  5. (Optional) – Click the Preview button to double check if the SMS behaves correctly.
  6. Click Send to directly send out the SMS.
Phrasing the SMS
Double-checking the SMS with the Preview option
Additional SMS costs

Please note, that additional charges are applied per each SMS sent and will be invoiced to your account.

Important Notes for the SMS Feature:

  • Available only for Enterprise users.
  • Useful for urgent updates to field engineers.

Creating Templates

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Templates are created inside the Admin panel -> Process -> Templates.
Please check out the matching topic: How to set up templates

Enterprise: COMS in X-Details

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With the rollout of Fieldcode Plus and the enhanced X-Details functionalities, the COMS button has been extended to support:

  • Sending emails
  • Creating info messages for the selected record
Info Acknowledgement in X-Details:
  • Info messages requiring acknowledgment will be shown in X-Details with a dedicated acknowledgment button.
  • If a record contains multiple info messages, they will be grouped with an expand/collapse option to improve readability and reduce visual clutter.
Example of an internal info with "Acknowledge" option
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