Fieldcode Manual

Tip: You can use filters for better results

The first phase of resolving a ticket on the field is the planning phase.

  • The planning phase can consist of gathering information about upcoming appointments.
  • You can use our engineer checklist below better to understand the typical planning phase of an engineer.
  • When you click on an upcoming appointment, you can browse through ticket-relevant details like the contact data of the end user
    ticket descriptions, necessary parts for the repair, and attached files to the ticket.
  • In the planning phase, you can decide to directly contact the end user via phone by clicking for example the Call button or confirm that the drive has started towards the end user’s direction by clicking the Drive button.
  • You can also announce upcoming delays by clicking the Report Delays button.
After resolving the Planning phase you can proceed to the Driving phase.

Before starting the appointment or while at the appointment, it may make sense to check all the main aspects of the ticket. Tap on the appointment you want to solve and check out the Main Info section to find out important key details of the ticket. In the Main Info section, you can check the ticket category, the scheduled start for the ticket, the scheduled ticket duration, and of course the scheduled total service window for your appointment.

You can report delays by using the Add info button and selecting the Engineer delay. Select the estimated delay by clicking on the matching option. You can choose between Up to 30 minutes or 30 minutes to 1 hour or More than 1 hour. You can optionally leave a comment for the dispatcher by typing a message into the box. Click on Send afterwards to successfully report the delay.

Reporting a delay

If you want to reach the end-user while planning or driving you can do that by tapping on the telephone number inside the Contact section and selecting Call. This function is useful if you want to announce-call the end-user or announce a later arrival because of for example traffic jams. 

Calling the end-user

You can also contact the end-user via email by tapping the email menu inside the Contact section to inform the end user about something on-going. After tapping the email button the email app will launch and you will have the option to formulate your email and send it.

Sending an email to the end-user
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