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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
What is the Customer Portal?
This application is devised for end users that have a ticket request via the Fieldcode system.
Fieldcode gives end users the easy option to track tickets and the ticket progress. Inside the Customer Portal end users can also book and change appointments (if configured that way) and administrators can also customize the whole Customer Portal experience for Field Service ticket requestors/end users.
The Customer Portal delights administrators and end users in different ways:
- Administrators have the flexibility to configure and customize the Customer Portal experience to business needs
- End users have the option to easily track the ticket progress, and if enabled, book and change appointments
End users can track open tickets via the browser. Live tracking of a ticket allows ticket requestors to understand which status a ticket currently is and where the engineer/technician is currently located. This helps ticket requestors to be aware of the upcoming service delivery window. Depending on the business configuration end users will be also able to book and change appointments on their own. However, the Customer Portal can be also just used to only allow tracking the ticket progress without the allowance to change appointments.
The functionality has to be configured first via Automated Actions inside Fieldcode Admin Panel, otherwise, end users will not receive the tracking link to the Customer Portal.
End customers that want to track the ticket progress might be particularly interested in the "Best practices" sections of the Customer Portal.


Ticket Progress Statuses
Ticket Progress Status | Explanation |
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Ticket Received | The ticket arrived inside Fieldcode Work Place. |
Ticket Scheduling | The ticket has been scheduled by the dispatcher. |
Ticket Dispatched | The ticket arrived on the engineer's device. |
On Route to You | The engineer is currently driving to the customer location. |
Arrived Onsite | The engineer arrived onsite and starts solving the the ticket. |
Visit Completed | The engineer visit has been completed by the engineer. |
Closed | The ticket has been closed. |
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