Fieldcode Manual

Tip: You can use filters for better results

The overview tab inside the Ticket Details gives you basic information about the ticket and an extended problem description of the affected device.
It further describes detailed information about Indications and Conditions.

Inside the Work Place go to the Ticket Details → Click OVERVIEW

Field nameDescription
Additional infoAdditional info
AppointmentAppointment time
Cancel noteNote why the ticket got canceled
Cancel reasonReason why the ticket got canceled
CategoryTicket category
CNE parentCNE parent number
Coverage CodeCoverage code
Customer LSDTCustomer LSDT
Customer SpecialCustomer special
DescriptionDetailed error description
Diagnose resultdisplays the result of diagnostics
Dispatch groupDisplays the group(s) the ticket is assigned to
EngineerName of the engineer
Estimated durationExpected duration
MemosCreated memos
Preferred appointmentPreferred appointment time
Skill levelRequired Skill level
Specification ReferenceSpecification reference
SubcategoryTicket Subcategory
Ticket creationTicket creation timestamp
Ticket importedTicket imported timestamp

Sometimes it could occur that tickets have no matching dispatch groups assigned. However, you can fix those tickets manually now without contacting Support by simply using the Refresh button inside the Ticket Details -> Overview Tab -> Ticket tab -> Dispatch group(s) row.
Recalculating tickets could become necessary because of the following reasons:

  • The group configuration has not been done properly
    (eg. no matching areas for tickets)
    -> In this case, you could update the configuration and use the Refresh button afterward for the affected ticket
  • Downtimes or server issues
    -> In this case,  you could use the Refresh button to make groups appear again
The refresh button

Some fields have the option to search quickly for related tickets. This is especially useful as it is a shortcut for finding related tickets. Currently, Dispatch group, category, and Appointment have this search option:

  1. Click the Search glass button that is visible in the corresponding field.
  2. Click Search or Search in new tab.
  3. The general view should open – with the corresponding query prefilled.
  4. A further click on the search button should display the corresponding tickets in the Ticket Pool with the corresponding query already prefilled.
Quickly finding related tickets by using the search glass

You can decide individually for each ticket whether it may be optimized by the optimizer or not. 

  1. Select the ticket from the Ticket Pool for which you want to decide individually whether it may be optimized by the optimizer.
  2. Inside the Ticket Details move to the Overview tab.
  3. Select the matching option (Yes or No) inside the Optimizable field (inline editing)
You can decide individually for tickets whether they should be optimized

The Overview tab is further split into three bottom tabs which are all explained separately.
These tabs are the Ticket tabIndication tab, and Condition tab.

The Ticket tab (bottom tab) inside the Overview tab consists of basic information about the ticket that are explained above in Overview tab terms explained.
Inside the Fieldcode Work Place to the Ticket Details → OVERVIEW → TICKET

The Indication tab (bottom tab) inside the Overview tab displays the met indications of the ticket.
Inside the Fieldcode Work Place go to the Ticket Details -> Overview -> Indication.
The tab displays the indication type and the corresponding description of the indication.

You want to learn how to properly configure indications?
Learn more

The Condition tab (bottom tab) inside the Overview tab displays the met conditions of the ticket.
Inside the Fieldcode Work Place go to the Ticket Details -> Overview -> Condition.
The tab displays the condition type and the corresponding description of the condition.

You want to learn how to properly configure conditions?
Learn more
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