Tip: Start typing in the input box for immediate search results.
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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 expert-search for tickets
Search queries are all along work place used to find and filter for tickets you want to examine further. They can be used for a very fine search and allow you to find exactly the tickets you need. Search queries can even be combined with the use of logical operators and can help you to find a very specific cluster of tickets. When it comes to using search queries the right syntax is essential. In the paragraphs below you can find a lot of hands-on examples to learn more about the expert-search.
FAQ - Search queries
If you want to search for a text value (data type: TEXT) inside a ticket like eg. name of company, country code, city name, project etc. then normally you have to put it between quotation marks. If it’s just one word you don’t have to, you can instead use as described below:
project:MyFirstCompany
You don’t have to use brackets if it’s one word without spaces. However, when you have spaces between the word, you need to use them:
project:”My first company”
If you want to insert a numeric value (data type: TEXT) like for example the CNI number of a ticket do as follows:
cni:”5″
Also important to know – always try to use the correct spelling for the aliases.
Incorrect spelling
inwarranty:”TRUE”
Correct spelling
inWarranty:”TRUE”
If you want to two or more values you should use rounded brackets and a connector like AND or OR.
The OR operator displays results with at least one value fulfilled.
affectedCountryCode:(DE OR PL OR GR)
The AND operator displays results with all values fulfilled.
category:(“Break and fix” AND cni.sort:[5 to 8])
If you want to search for a range of tickets you have to use brackets and the word TO as a connector:
appointmentFixedTo:[202105 TO 202110]
The following format is used especially for the date data type fields:
YYYYMMDDHHMM
Year, Month, Day, Hours and Minutes
The shorter format YYYYMMDD or YYYYMM also works for searching
Be advised that searching for ranges only works with the data type date.
If you want to search for a ticket in a specific status you can just use the appropriate alias:
status:canceled
Searching for two status at once:
status: (CANCELED OR “PENDING WAIT ONSITE”)
You can also use NOT to search for specific filter elements according to the exclusion principle:
NOT status: canceled
You can also search for multiple status at once, just use the correct syntax:
NOT status: (CANCELED OR “PENDING WAIT ONSITE” OR APPOINTMENT)
You can use the simple lsdt query to find tickets for a particular date:
lsdt:20210602
If you want to search for tickets within specific dates you can use the time operators YEAR, HOURS, SECONDS and the query NOW to find the ticket:
lsdt:[NOW-1HOUR]
You can also use mathematical symbols to find a particular set of tickets:
lsdt:<20210602
Above alias will search for tickets that were last updated before the 02.06.2021. It will not display tickets after this date.
The following mathematical symbols are supported throughout search fields:
<; >; <=
Let’s say you want to find tickets with the help of mathematical symbols.
What you can do then in this case is to go by the data type date and using for example the alias lsdt to find tickets that are in the Ticket Pool before the LSDT.
lsdt:<=20220601
Absolutely! But just for text and numbers.
Let’s say you want to find tickets with contact persons, where you don’t know the exact spelling. You know the persons’ name starts with a “ki” and ends with a “y”. What you could do in this case is the following:
affectedUser:ki*y
This will display you all tickets with the variation of the name, doesn’t matter if our person is named: Kimchy, Kilaory or Kitty. The search will display them all.
The same principle goes for numbers. Let’s say you don’t know the last digit of the CNI’s so you decide to browse through all of them to find your right ticket.
cni:13*
This will display you all tickets with the CNI numbers between 130 and 139 and the ticket with CNI 13 (because the star doesn’t have to mean a number necessarily).
If you want to search for a ticket with multiple conditions you can use operators as OR, AND; TO or NOT etc. pp.
Be advised that the operator NOT is always put before the alias:
NOT category: “Break and fix”
More complex combined queries:
category:(“Standard” AND appointmentFixedFrom:[202105 TO 202110])
Next example:
category:(“Break and fix” AND cni.sort:[5 to 8])
We currently fully support the following data types in our search.
TEXT: The text data type stores any kind of text data (including numbers).
BOOLEAN: A Boolean value represents a truth value; that is, TRUE or FALSE.
DATE: Date fields have a predetermined size and format. They can be defined on the definition specification. We use the following specification inside our search: YYYYMMDDHHMM or the shorter one YYYYMMDD or YYYYMM
UUID: Universal Unique Identifier, commonly used for unique IDs
(eg. reportingUserId).
INTEGER: The INTEGER data type stores whole numbers that range from -2147483647 to 2147483647 for 9 or 10 digits of precision.
DOUBLE: A double-precision floating-point number is a long floating-point number of 64 bits.
If you like a query and you want to use it more frequently you can save it for further usage. Find out more in the My queries topic.
How to use search queries
Quick tips for using the search query table
- You can use the search inside the search query table to faster find your search query
- You can sort ascending or descending by using the arrows inside the table
- You can copy the search query and paste it inside the Fieldcode Work Place, just change the value to your needs
- Ticket Pool = How the column is called inside the Ticket Pool (Learn more about these columns in the topic: How to customize the Ticket Pool)
- Items are our internal synonym for spare parts
- DATE FIELDS (eg. if you check for a ticket with a particular fixed to time) usually use the UTC TIME ZONE as a reference point – therefore it is not a bug if other dates show up in the search result too – because technically for other people they are in exactly this time zone.
- NULL means this search query hasn’t been updated with an example yet, however, it is still ready for usage as the elastic search has been updated just recently
Ticket Pool | Search Goal | Search Query | Example Value | Data Type |
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Tickets with a specific address note | affectedAddressNote:“Third Floor“ | Third Floor | TEXT | |
City | Tickets with a specific city | affectedCity:“Wroclaw“ | Wroclaw | TEXT |
Tickets with a specific company | affectedCompany:“Fieldcode Germany GmbH" | Fieldcode Germany GmbH | TEXT | |
Company Name | Tickets with a specific country code | affectedCountryCode:“DE“ | PL | TEXT |
Country | Tickets with a specific country | affectedCountryName:“Germany“ | Germany | TEXT |
Tickets with a specific primary end user email | affectedMail1:"support@fieldcode.com" | john.doe@yourcompany.com | TEXT | |
Tickets with a specific secondary end user email | affectedMail2:"support@fieldcode.com" | doe.john@yourcompany.com | TEXT | |
Tickets with a specific primary end user phone number | affectedPhone1:“0039-1233456“ | 0039-1233456 | TEXT | |
Tickets with a specific secondary end user phone number | affectedPhone2:“0039-1233456“ | 0039-1233456 | TEXT | |
Tickets with a specific onsite address | affectedSite:“Company Ltd.“ | Test Company Ltd. | TEXT | |
Tickets with a specific street name, insert without number | affectedStreet:“Examplestreet“ | Examplestreet | TEXT | |
Tickets with a specific timezone ID | affectedTimezoneId:“Europe/Berlin" | Europe/Berlin | TEXT | |
End user name | Tickets with a specific contact person | affectedUser:“John Doe“ | John Doe | TEXT |
Tickets with a specific ZIP code | affectedZip:“90409“ | 90409 | TEXT | |
Tickets with a specific appointment ID (check for it in Fieldcode admin panel) | appointmentId:8ebd82e7-af64-440e-9bdf-cf0887eb0e60 | 8ebd82e7-af64-440e-9bdf-cf0887eb0e60 | UUID | |
Tickets with a specific asset tag | assetTag:“example text“ | iPhone 12 Pro | TEXT | |
Category | Tickets with a specific category (eg. Break & Fix) | category:"Installation, Move, Add, Change, and Disposal" | Standard | TEXT |
Tickets with a specific close date or close date range | closed:20211010 | >20211010 | DATE | |
CNE | Tickets with a specific CNE or CNE range | cne:“CNE1105“ | CNE1082 | TEXT |
CNE Parent | Ticket with a specific CNE Parent | cneParent:“ANYTEXT“ | AX57213 | TEXT |
CNI | Tickets which have a specific CNI or CNI range | cni:"129" | 12* | INTEGER |
Tickets with a specific condition config description | conditions.conditionConfig.constantDescription:"ANYTEXT" | Due date is getting close! | TEXT | |
Tickets with a specific condition config enumeration | conditions.conditionConfig.constantEnumeration:"ANYTEXT | CONDITION_APPOINTMENT_DISPATCHED_TO; CONDITION_APPOINTMENT_DISPATCHED_FROM; CONDITION_LSDT; CONDITION_APPOINTMENT_FIXED_TO; CONDITION_APPOINTMENT_FIXED_FROM; CONDITION_TICKETSTATUS | TEXT | |
Tickets with a specific condition critical time | conditions.criticalTime:"2022-06-24T09:55:31.502Z" | [NOW/DAY-10DAY TO NOW] | DATE | |
Tickets with a specific condition warn time | conditions.warnTime:"2022-06-24T09:55:31.502Z" | [NOW/DAY-10DAY TO NOW] | DATE | |
Creation Date | Tickets with a specific creation date | creation:"2022-06-24T09:50:16.045Z" | [NOW/DAY-10DAY TO NOW] | DATE |
currentIntervention:"Null" | ||||
Tickets with a specific appointment cancel comment (searches only the last appointments of all tickets) | currentIntervention.appointment.cancelComment:"Null" | Tornado warning | TEXT | |
Tickets with a canceled appointment or opposite (searches only the last appointments of all tickets) | currentIntervention.appointment.canceled:"Null" | TRUE | BOOLEAN | |
Tickets with a specific appointment cancel reason (searches only the last appointments of all tickets) | currentIntervention.appointment.cancelReason:"Null" | Canceled due to customer wish | TEXT | |
Tickets with a specific appointment comment (searches only the last appointments of all tickets) | currentIntervention.appointment.comment:"Null" | ANYTEXT | TEXT | |
Tickets with a dispatched appointment or opposite (searches only the last appointments of all tickets) | currentIntervention.appointment.dispatched:"Null" | FALSE | BOOLEAN | |
Tickets with a specific appointment dispatched from time or range (searches only the last appointments of all tickets) | currentIntervention.appointment.dispatchedFrom:"Null" | >=2021010 | DATE | |
Tickets with specific appointment to time or range (searches only the last appointments of all tickets) | currentIntervention.appointment.dispatchedTo:"Null" | >=2021010 | DATE | |
currentIntervention.appointment.dispatchGroup:"Null" | ||||
Tickets with a specific appointment fixed from time or range (searches only the last appointments of all tickets) | currentIntervention.appointment.fixedFrom:"Null" | >=2021010 | DATE | |
Tickets with a specific appointment fixed to time or range (searches only the last appointments of all tickets) | currentIntervention.appointment.fixedTo:"Null" | >=2021010 | DATE | |
Tickets where the appointment is locked or opposite (searches only the last appointments of all tickets) | currentIntervention.appointment.locked:"Null" | FALSE | BOOLEAN | |
Tickets with a specific appointment preferred from time or range (searches only the last appointments of all tickets) | currentIntervention.appointment.preferredFrom:"Null" | >=2021010 | DATE | |
Tickets with a specific appointment preferred to time or range (searches only the last appointments of all tickets) | currentIntervention.appointment.preferredTo:"Null" | >=2021010 | DATE | |
Tickets with a specific proposed from time or range (searches only the last appointments of all tickets) | currentIntervention.appointment.proposedFrom:"Null" | >=2021010 | DATE | |
Tickets with a specific appointment proposed to time or range (searches only the last appointments of all tickets) | currentIntervention.appointment.proposedTo:"Null" | >=2021010 | DATE | |
Tickets with a specific appointment status (searches only the last appointments of all tickets) | currentIntervention.appointment.status:"Null" | COMPLETED | TEXT | |
Tickets with undispatched appointment or opposite (searches only the last appointments of all tickets) | currentIntervention.appointment.undispatched:"Null" | TRUE | BOOLEAN | |
Tickets with a specific appointment User ID (searches only the last appointments of all tickets) | currentIntervention.appointment.userId:"Null" | 8ebd82e7-af64-440e-9bdf-cf0887eb0e60 | UUID | |
Tickets with a specific appointment user name (searches only the last appointments of all tickets) | currentIntervention.appointment.userName:"Null" | "FirstName LastName" | TEXT | |
Tickets with a specific duration (searches only the last appointments of all tickets) | currentIntervention.duration:"Null" | Seconds | INTEGER | |
Tickets with a specific duration end (searches only the last appointments of all tickets) | currentIntervention.durationEnd:"Null" | >=2021010 | DATE | |
Tickets with a specific duration start (searches only the last appointments of all tickets) | currentIntervention.durationStart:"Null" | <=2021010 | DATE | |
Tickets with a specific duration type (searches only the last appointments of all tickets) | currentIntervention.durationType:"Null" | WORKTIME | TEXT | |
Tickets with a LSDT miss or opposite (searches only the last LSDT miss of all tickets) | currentIntervention.lsdtMiss:"Null" | TRUE | BOOLEAN | |
Tickets with a successful reporting or opposite (searches only the last reporting succesful of all tickets) | currentIntervention.reportingSuccessful:"Null" | TRUE | BOOLEAN | |
Tickets with a specific reporting user ID (searches only the last reporting of all tickets) | currentIntervention.reportingUserId:"Null" | 8ebd82e7-af64-440e-9bdf-cf0887eb0e60 | UUID | |
Tickets with a specific reporting user name (searches only the last appointments of all tickets) | currentIntervention.reportingUserName:"Null" | "FirstName LastName" | TEXT | |
Tickets with a specific reporting work note (searches only the last reporting of all tickets) | currentIntervention.reportingWorkNote:"Null" | work done successfully | TEXT | |
Tickets with a specific description text | description:“example text“ | Ticket is urgent | TEXT | |
Tickets with a specific device category | deviceCategory:"Null" | TEXT | ||
Tickets with a system connection | directConnectionStatus:"Active" | Active | TEXT | |
dispatchGroups:"Null" | ||||
dispatchGroups.id:"Null" | ||||
Error Code | Tickets with a specific error code | errorCode:“No error" | ANYTEXT | TEXT |
Info/Alert/Part | Tickets which where escalated or opposite | escalation:"TRUE" | FALSE | BOOLEAN |
Tickets which have a specific escalation reason | escalationReason:“example text“ | Ticket was escalated because customer could not be reached | TEXT | |
Tickets with a specific estimated duration in minutes | estimatedDuration:"60" | 90 | INTEGER | |
geoloaction.lat:"51.0668695" | ||||
Tickets with a specific geolocation | geolocation:"Null" | FILTER | ||
geolocation.lon:"17.0078518" | ||||
Ticket with a specific device host name | hostname:“www“ | www | TEXT | |
Tickets with a specific ID | id:"21988" | 51012 | INTEGER | |
Info/Alert/Part | Tickets which have a critical indication or opposite | indications.isCritical:"Null" | FALSE | BOOLEAN |
Info/Alert/Part | Tickets which have a warning indication or opposite | indications.isWarning:"Null" | FALSE | BOOLEAN |
interventions:"Null" | ||||
Tickets with a specific Appointment Cancel Comment | interventions.appointments.cancelComment:"Null" | Appointment canceled because of bad weather | TEXT | |
Tickets which have the appointment canceled | interventions.appointments.canceled:"Null" | True | BOOLEAN | |
Tickets with a specific cancel reason constant display text | interventions.appointments.cancelReason:"Null" | CONSTANT DISPLAY_TEXT | TEXT | |
Tickets with a specific appointment comment | interventions.appointments.comment:"Null" | Repair succesful | TEXT | |
Tickets which were dispatched or opposite | interventions.appointments.dispatched:"Null" | TRUE | BOOLEAN | |
interventions.appointments.dispatchedFrom:"Null" | ||||
Tickets with a specific appointment from date | interventions.appointments.dispatchedFrom:"Null" | <=2021010 | DATE | |
Tickets with a specific appointment to date | interventions.appointments.dispatchedTo:"Null" | [202105 TO 202110] | DATE | |
Tickets with a specific fixed from appointment date | interventions.appointments.fixedFrom:"Null" | <=2021010 | DATE | |
Fixed to date | Tickets with a specific fixed to appointment date | interventions.appointments.fixedTo:"Null" | <20211010 | DATE |
Tickets which are locked by the user or opposite | interventions.appointments.locked:"Null" | FALSE | BOOLEAN | |
interventions.appointments.preferredFrom:"Null" | ||||
Tickets with a specific preferred to date | interventions.appointments.preferredTo:"Null" | [202105 TO 202110] | DATE | |
Tickets with a specific proposed from time | interventions.appointments.proposedFrom:"Null" | <=2021010 | DATE | |
Tickets with a specific proposed to time | interventions.appointments.proposedTo:"Null" | <=2021010 | DATE | |
Ticket with a specific appointment status | interventions.appointments.status:"Null" | COMPLETED | TEXT | |
Tickets with a specific appointment user ID | interventions.appointments.userId:"Null" | 8ebd82e7-af64-440e-9bdf-cf0887eb0e60 | UUID | |
Tickets with a specific appointment user name | interventions.appointments.userName:"Null" | Marsha Williams | TEXT | |
Tickets with a specific ticket duration (in minutes) | interventions.durations:"Null" | 1800 | INTEGER | |
Ticket which were resolved successful or opposite | interventions.reportingSuccessful:"Null" | FALSE | BOOLEAN | |
Tickets with a specific reporting User ID | interventions.reportingUserId:"Null" | 8ebd82e7-af64-440e-9bdf-cf0887eb0e60“ | UUID | |
Tickets with a specific reporting work note | interventions.reportingWorkNote:"Null" | Reporting without signoff | TEXT | |
Tickets where the device is either in warranty or opposite | inWarranty:"TRUE" | FALSE | BOOLEAN | |
isInfoInProgress:"Null" | ||||
items:"Null" | ||||
items.audit:"Null" | ||||
items.audit.active:"Null" | ||||
items.audit.createdAt:"Null" | ||||
items.audit.createdBy:"Null" | ||||
items.audit.lastModifiedAt:"Null" | ||||
items.audit.lastModifiedby:"Null" | ||||
items.condition:"Null" | ||||
items.currentShipping:"Null" | ||||
items.description:"Null" | ||||
items.entryId:"Null" | ||||
items.externalStatus:"Null" | ||||
items.failureCode:"Null" | ||||
items.id:"Null" | ||||
items.manufacturer:"Null" | ||||
items.name:"Null" | ||||
items.orderNumber:"Null" | ||||
items.orderNumberLineItem:"Null" | ||||
items.partNumber:"Null" | ||||
items.quantity:"Null" | ||||
items.reference:"Null" | ||||
items.replacedSerial:"Null" | ||||
items.serial:"Null" | ||||
items.shippingHistory:"Null" | ||||
items.status:"Null" | ||||
items.ticket:"Null" | ||||
items.ticketCni:"Null" | ||||
items.type:"Null" | ||||
items.usage:"Null" | ||||
LSDT | Tickets with a specific LSDT time | lsdt:"2022-06-24T02:50:16.000004296+02:00" | <=2021010 | DATE |
Tickets with a specific Mac Adress | mac:“E4-B9-7A-DE-00-94" | E4-B9-7A-DE-00-94 | TEXT | |
Tickets with a specific manufacturer name | manufacturerName:“example text“ | Lenovro | TEXT | |
Device | Tickets with a specific model | model:“example text“ | Lenovro Deskbook X12 | TEXT |
Tickets with a specific note | note:“example text“ | ANYTEXT | TEXT | |
Tickets with a specific device operating system | os:“MacOS“ | Windows 11 | TEXT | |
Partner name | Ticket with a specific partner assigned | partnerName:"Partner Company" | ABC Partner Company | TEXT |
Tickets with a specific priority | priority:"1" | 3 | INTEGER | |
Tickets with a specific product line | productLine:“Intel“ | AMD | TEXT | |
Project | Ticket with a specific project | project:“My Company“ | Test Company Ltd. | TEXT |
Tickets with a specific Project ID | projectId:"1934" | 2479 | INTEGER | |
Score | Tickets with a specific ticket score | score:"7" | 1-10 | DOUBLE |
Tickets with a specific device serial | serial:“DEV-SER-2729“ | AJX-31X-21J | TEXT | |
Tickets with a specific serial provided | serialProvided:“34yxz-0812r-144“ | JKA-81U-081 | TEXT | |
Tickets with a specific device short description | shortDescription:“Smaller variant of the device“ | Bigger variant of the display | TEXT | |
skills:"Null" | ||||
skills.id:"Null" | ||||
skills.level:"Null" | ||||
skills.name:"Null" | ||||
skills.weight:"Null" | ||||
SLA | Tickets with a specific service level agreement | sla:"Null" | CONSTANT ENUMERATION | TEXT |
Tickets with a specific Specification reference | specificationReference:“32342“ | Size XL | TEXT | |
Status | Tickets with a specific status | status:“RESOLVED“ | NEW | TEXT |
Subcategory | Tickets with a specific sub category | subCategory:“Standard“ | Break & Fix | TEXT |
Tickets with a specific supplier | supplier:“Demo Company“ | Example Company Ltd. | TEXT | |
Tickets with a specific timezone | timezone:"Null" | |||
Tickets with a specific device type | type:“desktop“ | mobile | TEXT | |
Tickets which are undispatched | undispatched:"TRUE" | FALSE | BOOLEAN | |
Tickets with a specific User ID | userId:“8ebd82e7-af64-440e-9bdf-cf0887eb0e60“ | 8ebd82e7-af64-440e-9bdf-cf0887eb0e60 | UUID | |
Grabbed by | Tickets grabbed by a specific person | userName:“John Doe“ | Marsha Williams | TEXT |
Info/Alert/Part | Tickets with a vip flag or opposite | vip:"TRUE" | FALSE | BOOLEAN |
Tickets which have a device with a specific warranty type | warrantyType:“Apple Care +“ | Apple Care + | TEXT | |
Tickets with a wrong serial provided or opposite | wrongSerialProvided:"TRUE" | FALSE | BOOLEAN | |
ESDT | Tickets with a specific ESDT time | esdt:"2022-06-24T02:50:16.000004296+02:00" | <=2021010 | DATE |