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How to track tickets in web browser
- Click on the tracking link in the received email (https://go.fieldcode.com/otti…).
- The tracking window should open. You are now able to reproduce the progress of a ticket.
How to book appointments
Let’s assume you as the ticket requestor followed the tracking link and you see that the ticket is in status Ticket Scheduling. In this case, you may want to book the appointment as the dispatcher hasn’t set the appointment just yet. Here’s how you do it:
Checking the tickets status and booking the appointment
Check if the ticket is in status TICKET SCHEDULING and if the dispatcher hasn't booked an appointment for you yet. Click on BOOK APPOINTMENT.
Selecting the appointment from the calendar
Select your preferred appointment date in the calendar.
You can see the latest service delivery time for your ticket indicated with a clock (if there is a LSDT for the ticket) which may influence your decision for the booking date.
You will also notice that the system checks for engineer availabilities, while you are trying to select the appointment date.
The Customer Portal Availability Check inspects if an fitting engineer available for the selected date. When the engineer check is completed and a matching engineer is available. Our smart system will automatically check for matching engineer availability more than one month ahead of time.
Click on a date you want to book.
What is the Customer Portal Availability Check?
The Customer Portal Availability Check inspects the following acceptance parameters to validate if there is an matching engineer available for the appointment:
- Time interval
- Engineer interval
- Part ETA
- PUDO interval
- Skill check
Picking a date from the calendar
Click on your desired date, in our case the 29th September. The expected date of technicians arrival will be displayed und the calendar after clicking.
The selected date will be framed.
Checking that the appointment is binding
Confirm that the appointment is binding by checking the corresponding checkbox.
Confirming the binding appointment
Click on CONFIRM APPOINTMENT.
Your appointment is now booked.
How to change confirmed/unconfirmed appointments
It might be the case that you want to change unconfirmed or confirmed appointments because of various circumstances. Here’s how you do it:
Checking the ticket status and changing the appointment
Click on CHANGE APPOINTMENT.
Previous selected date versus new date
You should see your previously selected date highlighted in orange.
Select the new date for the appointment in the calendar.
The Customer Portal Availability Check inspects if an fitting engineer available for the selected date. When the engineer check is completed and a matching engineer is available. Our smart system will automatically check for matching engineer availability more than one month ahead of time.
The selected date will be framed.
What is the Customer Portal Availability Check?
The Customer Portal Availability Check inspects the following acceptance parameters to validate if there is an matching engineer available for the appointment:
- Time interval
- Engineer interval
- Part ETA
- PUDO interval
- Skill check
Checking that the appointment is binding
Confirm that the new appointment is binding by checking the corresponding the checkbox.
Confirming the appointment
Click on CONFIRM APPOINTMENT.
Your appointment should now have changed.
