Welcome to the Fieldcode Manual

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  1. Go to the Fieldcode admin panel.
  2. Click on Projects.
  3. Click on the Plus button.
  1. Toggle the Active toggle to the right to mark the project as active (that means the project is shown everywhere in the system).
  2.  Insert a name for your project. Be sure you are confident with your chosen name, as you cannot change it after project creation.
  3. Select the workflow that should be used for your project. For starters it should usually be the BASIC workflow, unless your company didn’t decide to use a custom workflow.
  4. Select a project color from the color picker. You can select a default color from the palette or insert a HEX code or RGBA code.
  5. Select the source of your tickets. If no other system is used for ticket creation, use the default setting MANUAL.
  6. (Optional) Toggle the Skills Consideration toggle to the right if your project should use smart skill assigning behavior. This requires Skill Configuration to work properly.
  7. (Optional) Toggle the Device toggle to the right if the device information should be displayed for your project in the system. 
  8. Click Save.

You are able to anonymize data after a ticket has been closed with the help of the Data security tab. To hide the sensitive data you can use Blind text that replaces the data with Blind text. Proceed as follows if you want to configure Data security for your project:

  1. Toggle the Anonymization toggle to the right.
  2. (Optional) Insert Retention days if wished. The retention days span is the time between the closure of a ticket and when the Anonymization should apply.
  3. Activate the fields that should be anonymized and fill in the Blind text that should be displayed instead.
  4. Click Save.

(Optional) Enable Strike Count

The Strike count assists you to apply business conformities into the system and perfectly assists dispatchers in their daily job.

The Strike is visible for the dispatcher, while scheduling tickets and while clicking Callback Req. and while reaching the limit.

  1. Toggle the switch to the right.
  2. Insert the number of strikes (Default: 3) that should be applied for this project.
  3. (Optional) Set a message that should appear for the dispatcher when the count reaches the limit.
  4. (Optional) Translate this message to other languages.
  5. Click Save.

(Optional) Enable Waiting Duration

You can configure a custom waiting duration to establish how long tickets should be moved to the Clipboard tab.
After the waiting duration has passed for the ticket, it will move back from the Clipboard tab to the Dispatch tab.

The Waiting Duration is visible for the dispatcher, while scheduling tickets and while clicking Enduser not reached.

  1. Toggle the switch to the right.
  2. Insert a duration. You can set minutes, hours and even days.
  3. Click Save.
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