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Ticket colors and their meaning
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Tickets have different colors in the Timeline. Each color has a different meaning.
| Ticket color | Status | Explanation |
|---|---|---|
 | ASSIGNED | The ticket is assigned to an engineer. An appointment still needs to be scheduled with the customer. |
 | SCHEDULED | The ticket has a scheduled appointment with the customer. The ticket is not visible to the engineer. |
 | PUBLISHED | The ticket is waiting for being synchronized with the Fieldcode mobile app in order to be visible to the assigned engineer. |
 | SYNCHRONIZED | The ticket is visible in the assigned engineer's mobile app and the service delivery takes place. |
 | PUBLISHED - POTENTIAL DELAY | The delivery might not be possible within the scheduled time, as no work start/end has been reported yet. |
 | PUBLISHED - DELAY | The ticket cannot be delivered within the scheduled time as no work start/end time has been reported. |
 | DELIVERED | The ticket has been reported and the service delivery is done. |
 | ERROR | The ticket has an error. This can happen due to a data issue or other technical/processing problems. Please double-check on ticket/appointment data correctness and contact support in case the error persists or cannot be solved. |
How the ticket indications are defined
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| Ticket indication | Indicator | Explanation |
|---|---|---|
 | VIP (Star) LOCKED (Lock) ESCALATION (Bolt) | • The VIP indicator displays that the ticket should be handled with a higher priority. Higher-priority tickets should be prioritized. • The Locked indicator displays that a ticket has been locked by a user. Locked tickets are not moved by the Optimizer anymore. • The escalation indicator displays that a ticket has been escalated. Ticket escalation is the process a company follows to move an end user issue to a higher-level support agent or manager. |
What is the exclamation mark on the ticket?
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The exclamation mark indicates overlapping tasks for the same time slot.
Overlapping tasks indicate that there either is another ticket scheduled for the same time slot or another PUDO pick-up is scheduled for the same time slot.
What is the stripe on the left side of the ticket?
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The color represents the color of the for the ticket-assigned project. The left color on a ticket displays the project color and helps you to easily distinguish between different projects – right from the Ticket Pool and Timeline.
Project colors can be configured inside the Fieldcode Admin Panel.
Project colors in the Ticket Pool
Project colors in the Timeline
