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Quick Start
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- What is Fieldcode?
- Definitions
- What are tickets, projects and workflows?
- How to log in to Fieldcode
- What is the Fieldcode Support Panel?
- What are components?
- What are views?
- Ticket statuses and their meaning
- Ticket colors and their meaning
- Map symbols and their meaning
- Frequently Asked Questions
- Setting up Fieldcode
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Release Notes
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Short Overview
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Fieldcode Work Place
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- How to schedule tickets
- How to search for tickets
- How to expert-search for 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 spare parts
- How to show tickets on Map
- How to use the Clipboard
- How to open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer in the Timeline
- How to schedule tickets
- How to publish tickets to engineers from the Timeline
- How to lock/unlock tickets
- 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 use the Interaction buttons
- How to assign/unassign tickets to partners
- How to manage spare parts
- How to use the Workflow buttons
- How to use the Ticket info button
- How to use the Email button
- How to use the Comment button
- How to schedule tickets
- How to use the Remove Pending button
- How to cancel a ticket
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Fieldcode Admin Panel
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- What is the Process menu?
- What is the Workflows menu?
- How to create & edit projects
- Automated Actions in the overview
- How to setup custom Automated Actions
- How to setup pre-configured 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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- Articles coming soon
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Fieldcode Mobile App
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Fieldcode Customer Portal
How to configure conditions
Conditions can be set up and determined according to the project’s requirements. When a ticket reaches a defined condition (status) that you have configured with the help of the monitored field, warning signs and/or critical signs can be triggered for the ticket inside work place. To decide when the condition should trigger, you configure thresholds.
Inside the Fieldcode Admin Panel go to Process → Conditions
How to create & edit conditions
- Click on the plus button to open the New condition form (or click on an item in the list to edit it).
- Decide if your new or existing condition should be set to active in the system.
- Insert a name for your new or existing condition.
- (Optional) Insert a description for your new or existing condition.
- Select a project from the drop-dow for which the condition should be applied.
- Insert a time in minutes in the Warning timer field.
- Insert a time in minutes in the Critical timer field.
- Select a Monitored Field from the drop-down. The timers will use this field as a reference.
- (Optional) Make your condition dependent on ticket status.
- Click Save.

Understanding the condition form
Form fields | Description |
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Active toggle | Select whether your new condition should be set to active or not |
Description | (Optional) Insert a description of your new condition |
Warning timer | Insert a time frame (in minutes) after the warning state triggers |
Critical timer | Insert a time frame (in minutes) after the critical state triggers |
Monitored field | The condition time frame starts from this selected time event |
Ticket Status | (Optional) Make your condition dependent on a ticket status |
Understanding the monitored fields
Monitored field name | Explanation |
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Fixed appointment end time | Eg. 24th Dec. 2020 17:00 - Time stamp of fixed ending appointment time. (Agreement with the customer!) |
Fixed appointment start time | Eg. 24th Dec. 2020 08:00 - Time stamp of fixed beginning appointment time. (Agreement with the customer!) |
Due date | Eg. 24th Dec. 2020 23:59 - Time stamp of ticket's due date. The ticket should be solved before this time. |
Ticket creation time | Eg. 24th Dec. 2020 10:01 - Time stamp of when the ticket was created |
Ticket status entry time | Eg. 24th Dec. 2020 10:03 - Time stamp of when a ticket has entered a selected status |
Dispatch appointment end time | Eg. 24th Dec. 2020 13:15 - Time stamp of dispatch appointment end time. (Agreement with the engineer!) |
Dispatch appointment start time | Eg. 24th Dec. 2020 12:15 - Time stamp of dispatch appointment start time. (Agreement with the engineer!) |
Understanding the condition behavior
Monitored field | Illustration | Explanation |
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Ticket creation time | ![]() | Counts outgoing from the creation time. To make the warning condition appear first, set the critical time higher than the warning time. |
Ticket status entry time | ![]() | Counts outgoing from the status time. To make the warning condition appear first, set the critical time higher than the warning time. |
Fixed appointment start time | ![]() | Counts outgoing from the fixed appointment start time. To make the warning condition appear first, set the critical time higher than the warning time. |
Fixed appointment end time | ![]() | Counts towards the fixed appointment end time. To make the warning condition appear first, set the warning time higher than the critical time. |
Dispatch appointment start time | ![]() | Counts outgoing from the dispatch appointment start time. To make the warning condition appear first, set the critical time higher than the warning time. |
Dispatch appointment end time | ![]() | Counts towards the dispatch appointment end time. To make the warning condition appear first, set the warning time higher than the critical time. |
Due date | ![]() | Counts towards the due date. To make the warning condition appear first, set the warning higher than critical. |
How to extend conditions
You are able to extend conditions with additional checks by using the Advanced tab inside the Condition editing form. Extending a condition means giving it more/other triggers to actually initiate. For example, you can run additional checks to monitor the SLA field and/or Subcategory field with personalized warnings and critical timers.
Here’s how to do it:
- Open an existing condition from the list by clicking on the condition itself.
- Go to the Advanced tab.
- Add one or more extensions according to your use case.
With this precise configuration, your condition would trigger with the settings in the Basic as a base always and also in case the conditions of the Advanced tab are met.
