Welcome to the Fieldcode Manual
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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
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How to use the Ticket info button
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The Info interaction (which can be activated by using the COMS workflow button) allows you to set a Ticket Info, which will be visible under Ticket Info and in the Ticket Header of Ticket Details to inform cross-platform about special on-goings of a particular ticket. The options are Customer communication, delays when dealing with a ticket, Dispatcher – Engineer appointment info, and Feedback from engineer. All these options help to inform about important on-goings of a particular ticket.
Depending on which one you select the ticket info is addressed differently.
- Click on the COMS workflow button.
- Select Info from the list.
- Select one of the seven ticket info reasons (explained below).
| Ticket info reason | Where is the ticket info displayed? | Where can it be created | Acknowledgement required? |
|---|---|---|---|
| Customer communication | Mobile app, Customer portal, Work place | Mobile app, Work place | NO |
| Delays when dealing with a ticket | Mobile app, Work place | Mobile app, Work place | YES |
| Dispatcher - Engineer appointment info | Mobile app, Work place | Work place | NO |
| Feedback from engineer | Mobile app, Work place | Mobile app, Work place | YES |
| Incoming info from connected system | Work place | Work place | YES |
| Outgoing info to connected system | Work place | Work place | NO |
| Ticket info | Mobile app, Work place | Work place | NO |
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