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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 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 parts
- How to show tickets on Map
- How to use the ticket clipboard
- How to open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer from the Timeline
- How to schedule tickets
- How to publish tickets to engineers from the Timeline
- 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 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
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Admin Panel
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- What is the Process menu?
- What is the Workflows menu?
- How to create & edit projects
- 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 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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FMA
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- Fieldcode App (FMA)
- How to download the Fieldcode App
- How to login to Fieldcode
- How to configure multiple accounts
- How to enable/disable notifications
- 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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FMA 1
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Customer Portal
How to lock tickets
When tickets are locked, the optimizer won't be able to move the ticket to other ideal spots.
When tickets are locked and the ticket has been published, it's not possible to unlock the ticket, until the ticket gets unpublished again.
You can lock tickets from the Timeline. Locking a ticket can be useful for dispatchers if they want to make sure the appointment takes place on a specific date and time. This can be due to arrangements with the end user or because dispatchers want to manually avoid a particular ticket getting optimized by the Optimizer.
- Right-click on a particular ticket in the Timeline.
- Select Lock in the context menu.
- Your ticket is now locked (indicated with a closed key) and won’t be repositioned by the optimizer anymore at all.
The optimizer won’t be able to move the ticket to other ideal spots.
How to unlock tickets
Unlocking a ticket cancels the lock that is on a particular ticket. Maybe the arrangement with the customer shouldn’t take place on a specific date and time or you dispatchers want the option again to optimize a particular ticket then they would unlock the ticket again.
- Right-click on a particular ticket in the Timeline.
- Select Unlock in the context menu.
- Your ticket is now unlocked (indicated with an open key) and can be repositioned by the optimizer to any ideal spot on the Timeline again.
The optimizer will be able to move the ticket to other ideal spots again.
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