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What are projects?

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Each ticket in your Fieldcode Work Place belongs to one project, whereas you are allowed to create as many projects as required to display and structure your delivery. Projects can reflect contracts with different customers to split tickets by category or other features. That depends on your preferences and use cases. Nonetheless, splitting tickets by customer gives you the best way to analyze KPIs and keep Service Level Agreements in focus.

How to create & edit projects

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  1. Inside the Fieldcode Admin Panel go to Process -> Projects
  2. Click the plus button right next to the search bar to add a new project.
  3. Fill in or edit the following tabs: Basic, Data security.

1. Basic tab

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  1. Decide if your new or existing project should be set to active in the system.
  2. Insert a name for your new project. The name of existing projects cannot be changed afterward.
  3. Select a workflow from the drop-down that you want to use for your project.
    By default, you can choose between Basic I and Basic II.
    Basic I: Default ticket statuses
    Basic II: Default ticket statuses + an additional report/validation step.
  4. Select a Ticket source for your new or existing project.
    By default, you can choose between Manual & Interface and Interface only
    Interface + Manual    : Tickets can be created inside the Work Place and an external interface for having tickets delivered into the system can also be used.
    Interface only: Tickets can only be created by an external interface.
  5. Select if your new or existing project should consider a skill-based selection of engineers.
  6. Select if the Parts tab should be available for your new or existing project.
  7. Select if tickets for this project are not allowed to violate the LSDT.
    If the LSDT violations not allowed toggle is activated it means that tickets with expired Latest Service delivery times can’t be scheduled by dispatchers.
  8. Select if ticket durations should be overwritten based on Ticket Duration settings.

Dependent on if ticket durations are configured either the default ticket duration is used or not used:

  • The overwrite ticket duration applies on newly manually created tickets with ticket duration slider or interface tickets
  • The overwrite ticket duration applies on tickets where configuring ticket durations is possible inside the ticket creation form or interface tickets
  • Therefore it may not be necessary to switch the toggle on, if you do not have the ticket duration slider inside the ticket creation form
  • If no ticket duration is configured the default ticket duration is 60 minutes
  • If ticket duration is configured the chosen ticket duration will be used as default for newly manually created tickets or interface tickets
  • If user creates tickets and ticket durations are configured and “overwrite” is used, the default value will be overwritten
  • If user creates tickets and ticket durations are configured and “overwrite” is not used, the default value will not be overwritten and accepted instead
  • Users can edit the ticket duration in the Ticket Details anytime

9. Click Save.

For FIeldcode beginners we recommend the following settings:
  • Workflow: Basic I
  • Ticket source: Manual & Interface
Creating a project

2. (Optional) Data security tab

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The anonymization functionality allows you to overwrite certain data fields inside Fieldcode work place after the retention days have passed to give you the option to comply with GDPR and data security regulations.

The blind text box can be left blank if you do not want to think about a word or phrase and it will still show no text.

  1. Select if you want to enable data anonymization for this project by turning the toggle right.
  2. Insert a number of days in the retention days window if you want to set an offset of days until resolved tickets should get anonymized.
  3. Select the fields you want to anonymize by toggling the items you want to anonymize to the right.

Let’s say you want to anonymize the Affected person’s company and the Affected person’s primary phone number.
What you would do is toggle those two toggles to the right and insert a blind text in the right blind text box with a text that should be displayed instead (e.g. PRIVATE).
The blind text box can be left blank if you do not want to think about a word or phrase and it will still show no text.

Anonymizing data for a project

3. (Optional) Calllog settings tab

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(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 alert is visible for the dispatcher while scheduling tickets and while clicking Callback Required 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.

4. (Optional) Value Sets tab

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If your company uses custom values you have the option to activate and deactivate them from the Projects tab. This can also be done directly in the Value Sets and the functionality behaves the same.

  1. Activate or deactivate values to your specific project needs by flipping the Active toggle accordingly.

5. (Optional) Parts tab

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Coming soon!

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