Category filters can help you narrow down search results
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Latest News
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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
What is the Overview tab?
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 Fieldcode Work Place go to the Ticket Details → Click OVERVIEW
Overview tab terms explained
Field name | Description |
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Additional info | Additional info |
Appointment | Appointment time |
Cancel note | Note why the ticket got canceled |
Cancel reason | Reason why the ticket got canceled |
Category | Ticket category |
CNE parent | CNE parent number |
Coverage Code | Coverage code |
Customer LSDT | Customer LSDT |
Customer Special | Customer special |
Description | Detailed error description |
Diagnose result | displays the result of diagnostics |
Dispatch group | Displays the group(s) the ticket is assigned to |
Engineer | Name of the engineer |
Estimated duration | Expected duration |
Memos | Created memos |
Preferred appointment | Preferred appointment time |
Skill level | Required Skill level |
Specification Reference | Specification reference |
Subcategory | Ticket Subcategory |
Ticket creation | Ticket creation timestamp |
Ticket imported | Ticket imported timestamp |
How to refresh dispatch groups
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

How to find related tickets
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:
- Click the Search glass button that is visible in the corresponding field.
- Click Search or Search in new tab.
- The general view should open – with the corresponding query prefilled.
- A further click on the search button should display the corresponding tickets in the Ticket Pool with the corresponding query already prefilled.

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