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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 use the Ticket Clipboard tab
- 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 open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer
- How to schedule tickets
- How to publish/unpublish tickets
- 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
- How to clone tickets
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Admin Panel
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- What is the Process menu?
- What does workflow mean?
- What are Appearances?
- What are Actuators & Invocations?
- What are Automations?
- What are Guides?
- What are Actions?
- How to create & edit projects
- How to create & edit custom forms
- How to create & edit lists
- How to customize the Customer Portal
- 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 value sets
- How to create & edit SLA Profiles
- How to move stuck tickets
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Fieldcode FMA app
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- Fieldcode FMA app
- How to download the Fieldcode FMA app
- How to login
- 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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Customer Portal
How to schedule tickets
You can either use the Scheduling Assistant to schedule tickets or drag and drop a ticket directly from the Ticket Pool onto the Timeline.
Tickets can be scheduled from the Ticket Pool (Dispatch tab), Timeline, Map, and Ticket Details.
Scheduling tickets will not work from the General, Predefined, or Expert tab.
Manual Scheduling
If you decide to drag & drop a ticket from the Ticket Pool onto the Timeline, you will see if the appointment fits with the help of the colors indicated in the Timeline (think of it as a traffic light for tickets). Tickets that are dragged & dropped to the Timeline are automatically locked and will not be organized by the Optimizer.
Assisted Scheduling
In case you schedule tickets with the Scheduling Assistant, the helper will open as soon as you click on the Schedule ticket button in the
Ticket Pool, Timeline, Map, and Ticket Details.
- We generally recommend using the Optimizer or the Scheduling Assistant primarily over Drag & Drop scheduling.
- Our system will assist you in finding the best ticket options for engineers, skills, date, time, etc. if you use the Optimizer or the Scheduling Assistant.
- You can drag & drop the Scheduling Assistant window around freely, as the SA window is not part of a custom component view.
- You can quickly open the Scheduling Assistant by double-clicking on a ticket in the Ticket Pool.
- If you want to learn in what ways the Scheduling Assistant can assist you in arranging appointments smartly, please check out the topic: Scheduling Assistant.
Assisted Scheduling
After you click on the Schedule ticket button, the Scheduling Assistant will open.
Manual Scheduling
If you schedule tickets manually the system will check if the current engineer is available and if the placement time makes sense.
The system also smartly checks if the placed ticket is close to an engineer’s end shift.
Red: Placing the ticket here is not recommended by the system!
The ticket is in the past / The engineer is unavailable
Green: Placing the ticket here is recommended by the system!
The ticket is in the future / The engineer is available
Yellow: Placing the ticket here can have a negative impact on compliance with regular working hours!
The ticket is close to the engineer’s end shift / The engineer has to work overtime
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