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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
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- How to assign/unassign tickets to/from partners
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- How to use container tickets
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- How to use the Optimizer
- How to schedule tickets
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- 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/from 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
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- How to create intervention infos
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Admin Panel
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- How to connect with ServiceNow
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- What are aliases?
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- What are appearances in context of workflows?
- What are buttons in context of workflows?
- What are automations in context of workflows?
- What are guides in context of workflows?
- What are actions in context of workflows?
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- What is the Process menu?
- What does workflow mean?
- What are appearances in context of workflows?
- What are buttons in context of workflows?
- What are automations in context of workflows?
- What are guides in context of workflows?
- What are actions in context of workflows?
- How to create & edit projects
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- How to create & edit SLA Profiles
- How to repair tickets with Ticket Workflow Monitoring
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Fieldcode FMA app
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- Fieldcode FMA app
- How to download the Fieldcode FMA app
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Customer Portal
How to create & edit SLA Profiles
If you want to learn how to fully benefit from SLA Profiles, please check out the following topic: SLA Profile Walkthrough
The SLA Profiles menu allows you to define business hours (operating hours), business days, and bank holidays in bulk. SLA stands for Service Level Agreement and specifies the service commitments that must be met and observed. The SLA Profile is used when the end user wants to book an appointment via the Customer Portal, and the system only suggests available dates that were specified in the SLA Profile.
- Click on the plus button.
- Decide if your new or existing SLA Profile should be set to active in the system.
- Select which business rule should be applied for your SLA Profile in the Select SLA field.
You can configure values inside Value Sets. - (Optional) Add a description for your SLA Profile.
- Define your business hours.
Different use cases are described in the below section: How to define business hours - Decide if your new or existing SLA profile should consider public holidays of the ticket’s location.
If enabled, the system won’t schedule bookings on public holidays. - Click Save.
How to define business hours
Your goal when defining business hours is to cover all open company business hours. Below you can find some examples of how business hours could be defined:
- Set the time from 08:00 to 17:00.
- Click on Save.
- Set the time from 08:00 to 12:00 for Monday to Friday.
- Remove the checkbox for Thursday and Friday.
- Click on Add business hours.
- Set the time from 08:00 to 17:00.
- Turn on checkboxes for Thursday and Friday.
- Click on Save.
If your business has different operating hours for other days, the above is the proper way to configure this, covering all eventualities.
- Set the time from 06:00 to 15:00 for Monday to Friday:
- Click on Add business hours.
- Set the time from 18:00 to 19:00.
- Turn on the checkbox for Saturday.
- Click on Save.
- Click on Add business hours.
- Enable the 24 business hours switch.
- Click on Save.
- Select only Monday in the first row.
- Set the time from 00:00 to 00:00.
- Select only Tuesday in the second row.
- Set the time from 00:00 to 00:00.
- Click on Save.
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