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Quick Start
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- What is Fieldcode?
- Definitions
- What are tickets, projects and workflows?
- How to log in to Fieldcode
- What is the Fieldcode Support Panel?
- What are components?
- What are views?
- Ticket statuses and their meaning
- Ticket colors and their meaning
- Map symbols and their meaning
- Frequently Asked Questions
- Setting up Fieldcode
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Release Notes
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Short Overview
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Fieldcode Work Place
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- How to schedule tickets
- How to search for tickets
- How to expert-search for 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 spare parts
- How to show tickets on Map
- How to use the Clipboard
- How to open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer in the Timeline
- How to schedule tickets
- How to publish tickets to engineers from the Timeline
- How to lock/unlock tickets
- 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 use the Interaction buttons
- How to assign/unassign tickets to partners
- How to manage spare parts
- How to use the Workflow buttons
- How to use the Ticket info button
- How to use the Email button
- How to use the Comment button
- How to schedule tickets
- How to use the Remove Pending button
- How to cancel a ticket
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Fieldcode Admin Panel
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- What is the Process menu?
- What is the Workflows menu?
- How to create & edit projects
- Automated Actions in the overview
- How to setup custom Automated Actions
- How to setup pre-configured 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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- Articles coming soon
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Fieldcode Mobile App
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Fieldcode Customer Portal
How to create & edit SLA Profiles
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 if your SLA Profile should use the 1 business hour rule or the 10 business hour rule.
- (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.
Let’s say your business operates from Monday to Friday from 08:00 to 17:00 and doesn’t operate on the weekends.
- Set the time from 08:00 to 17:00.
- Click on Save.
Let’s say your business operates from Monday to Wednesday from 8:00 AM to 12:00 AM and from Thursday to Friday from 08:00 AM to 17:00 PM.
- Set the time from 08:00 to 12:00 for Monday to Friday.
- Remove the checkbox 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, above is the proper way to configure this, so all eventualities are covered.
Let’s say your business operates from Monday to Friday from 06:00 AM to 15:00 PM and Saturday from 18:00 PM to 19:00 PM.
- 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.
Let’s say your business operates 24 hours – every day.
- 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.