Tip: You can use filters for better results
-
Latest News
-
Quick Start
-
Work Place
-
-
- 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/from partners
- How to manage parts
- How to show tickets on Map
- How to open tickets in a new tab
- How to use container tickets
-
-
- 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
-
-
-
- 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
- How to report a ticket
- How to create intervention infos
- How to create intervention reports
- How to cancel an appointment
- How to clone tickets
- How to edit private notes
- How to add & remove skills
-
Admin Panel
-
- How to connect with ServiceNow
- How to create test tickets
- What are aliases?
- 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?
-
- 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
- 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 repair tickets with Ticket Workflow Monitoring
-
Fieldcode FMA app
-
- Fieldcode FMA app
- How to download the Fieldcode FMA app
- How to login
- How to configure multiple accounts
- 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
-
-
Customer Portal
Ticket colors explained
Tickets have different colors in the Timeline. Each color has a different meaning.
Non-execution risks (possible delays) and execution delays (delays) are also indicated within the ticket color.
The ticket colors on the Timeline are similar to the map colors.
COLORING | STATUS | DESCRIPTION |
---|---|---|
Assigned | The ticket is assigned to an engineer. An appointment still needs to be scheduled with the customer. | |
Proposed | The ticket has a proposed appointment with the customer. The ticket is not visible to the engineer. | |
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. | |
Synchronized - Possible Delay | Triggers if the engineer did not start driving to appointment when indicated on the Timeline. | |
Synchronized - Delay | Triggers if the engineer did not start driving 15 minutes after indicated on the Timeline. | |
Departure | An engineer is heading towards the ticket location. | |
Departure - Possible Delay | Triggers if the engineer did not put the intervention in progress after the appointment should have started. | |
Departure - Delay | Triggers if the engineer did not put the ticket in progress 15 minutes after the appointment start. | |
Onsite | An engineer is at the ticket location. | |
Onsite - Possible Delay | Triggers if the engineer did not report the appointment after the appointment end. | |
Onsite - Delay | Triggers if the engineer did not report the ticket 15 minutes after the appointment end. | |
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. |
Ticket indicators explained
INDICATOR | DESCRIPTION |
---|---|
The Escalation indicator displays that a ticket has been escalated. Ticket escalation is the process a company follows to escalate an end-user issue to a more senior support agent or manager. | |
The VIP indicator displays that the ticket should be handled with a higher priority. | |
The Locked indicator displays that a ticket has been locked by a user. Locked tickets won't get moved by the Optimizer anymore. |
What is the exclamation mark on the ticket?
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?
The color indicates the project that has been assigned to the ticket. To help you easily distinguish between tickets for different projects inside the Ticket Pool and the Timeline, the left color on a ticket represents the project color. Project colors can be configured inside the Fieldcode Admin Panel.
Project colors in the Ticket Pool
Project colors in the Timeline
5 out of 5 stars
6 ratings
5 Stars | 100% | |
4 Stars | 0% | |
3 Stars | 0% | |
2 Stars | 0% | |
1 Stars | 0% |