Welcome to the Fieldcode Manual

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ElementDescription
Statusindicates the status in which a ticket currently is (e.g. 'VALIDATION')
Projectindicates the Project Name (e.g. PrinterCorp_XXX)
Companyindicates the Company Name of the end user (e.g. Printer Corporate)
Assigneedisplays the user name of a person, that has grabbed the ticket
CNICall Number Internal. Internal ticket number, which is now used synonymously with the Ticket ID (e.g. 466758)
SLAService Level Agreement, (e.g. NBD – Next business day)
CNE parentCall Number External. It is a number sent by the customer’s system for a particular task, that refers to a single ticket in work place (e.g. WO-004203327)
CountryEnd User's country
LSDTLatest Service Delivery Time (e.g. 27.07.2018)
DeviceModel's name
CategoryTicket's category, (e.g. Desktop)
SubcategoryTicket’s subcategory, (e.g. preventive maintenance)
CityEnd user's city
Enduserindicates the name of a contact person, requesting the intervention
Conditionsrefers to a condition specified for the ticket and determined according to project’s requirement
Indicationsrefers to condition specified for the ticket and determined according to project's requirements
Fixed to dateThe 'Fixed to' date of the scheduled appointment
Error codeError code of a particular ticket is displayed (in case there is an error existing)
Partner nameIf the ticket is assigned to a partner engineer the name of the partner will be displayed
SymbolNotification typeDescription
Parts symbol (Rectangles)Ticket contains spare parts.
Appointment symbol (Calendar)Ticket has an appointment date.
Ticket grabbed (Black hand)
Ticket grabbed by user symbol (Blue hand)
Ticket was grabbed by someone else or by yourself.
Blue Info symbol (Information)Ticket has a important information stored (typical indication, eg. too many repair attempts).
Warning symbol (Yellow triangle)Ticket has a warning, this is one step before it gets critical, therefore needs attention.
Critical symbol (Exclamation mark)Ticket is critical and needs urgent attention.
Escalation symbol (Flash)The ticket was escalated (eg. further advice needed etc. pp.)
VIP symbol (Star)The ticket has a VIP state (eg. important customer)

Tickets that are currently opened will highlight in the same color in the Ticket Details to make certain tickets more visible.

Blue hand

Using the Grab it button in the Ticket Details or in the Context menu lets you highlight a ticket and indicates that you have grabbed the ticket.

Black hand

Using the Grab it button in the Ticket Details or in the Context menu lets another person highlight a ticket for you and that indicates that someone else has grabbed the ticket.

These are called Infos and Alerts and can be setup by an admin person via the Admin panel.

They are also referred as Conditions and Indications.

To learn the Conditions meaning or the Indications meaning simply hover your cursor over the alert to get additional information (like eg. appointment times).

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