Tip: You can use filters for better results
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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 use the Ticket Clipboard tab
- 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/from partners
- How to manage parts
- How to show tickets on Map
- How to open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer
- How to schedule tickets
- How to publish/unpublish tickets
- 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/from 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
- How to clone tickets
- How to edit private notes
- How to add & remove skills
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Admin Panel
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- How to connect with ServiceNow
- How to create test tickets
- What are aliases?
- What does workflow mean?
- What are appearances in context of workflows?
- What are buttons in context of workflows?
- What are automations in context of workflows?
- What are guides in context of workflows?
- What are actions in context of workflows?
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- What is the Process menu?
- What does workflow mean?
- What are appearances in context of workflows?
- What are buttons in context of workflows?
- What are automations in context of workflows?
- What are guides in context of workflows?
- What are actions in context of workflows?
- How to create & edit projects
- How to create & edit custom forms
- How to create & edit lists
- How to customize the Customer Portal
- 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 value sets
- How to create & edit SLA Profiles
- How to repair tickets with Ticket Workflow Monitoring
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Fieldcode FMA app
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- Fieldcode FMA app
- How to download the Fieldcode FMA app
- How to login
- How to configure multiple accounts
- 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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Customer Portal
How to proceed in the Appointment phase
The third phase of resolving a ticket is usually the actual appointment phase.
After tapping the I arrived at the location button the engineer displays readiness to the dispatcher for the on-site job.
The appointment phase assists the engineer with the actual work on-site.
Tap the Start button in the ticket to initiate the appointment.
Engineers can now check again tasks in the tasks screen and meanwhile resolve the problem on-site.
You can also tap the Pause button while doing the on-site task to stop the timer for the ticket or the whole appointment.
After finishing the work on the ticket or child tickets the engineer can finish the ticket.
After finishing all tickets on-site the engineer can tap the Finish button for the appointment.
The final phase of the appointment is the Report phase.
How to start the appointment
The START button initiates the appointment and can be triggered from the top bar inside an appointment.
You will see a tool icon after clicking the START button which indicates the dispatcher that you started working on the ticket.
How to start working on the ticket
The START button inside the Tickets tab starts the work process on the ticket.
How to pause the ticket/appointment
You can tap the Pause button while doing the on-site task to stop the timer for the ticket or the whole appointment.
How to finish working on the ticket
The FINISH button inside the the Tickets tab finishes the work process on the ticket.
How to finish the appointment
The finish button informs the dispatchers that you finished working on the ticket. You can trigger it either from the top bar or from the Ticket tab.
Tap on Yes again to confirm that the appointment is finished.
In the example below the engineer didn’t finish the work on the ticket just yet,
therefore the engineer has to finish the ticket first, before closing the appointment and proceeding to report!
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