Fieldcode Manual

Tip: You can use filters for better results

The Ticket Pool is the main source for incoming tickets.

The Ticket Pool is clustered in different tabs, which further filter tickets depending on your use case/ job role. The ticket pool stores all tickets and shows relevant ones in the different tabs. For example, in the Dispatch tab, you will only see tickets of your selected Dispatch group.

The Ticket Pool allows you to cluster by specific tickets, allows you to temporarily or permanently store tickets, allows you to be notified on specific tickets (to gather useful information), allows you to apply filters, and allows you to view conditions or indications of specific tickets.

Switching between the different tabs inside the Ticket Pool
Column nameDescription
CategoryDisplays the ticket category (e.g. Standard/Break & Fix/IMACD).
CityDisplays the city of the affected end user.
CNECall Number External. It is a number sent by the customer’s system for a particular task, that refers to a single ticket in Work place (e.g. WO-004203327).
CNE parentCall Number External Parent. It is a number sent by the customer’s system for a particular task, that refers to a single ticket in Work place (e.g. WO-004203327).
CNICall Number Internal. Internal ticket number, which is now used synonymously with the Ticket ID (e.g. 466758).
Company nameDisplays the Company name of the end user (e.g. Printer Corporate).
CountryDisplays the country of the affected end user.
Creation dateDisplays the ticket creation date.
DeviceDisplays the device name of the affected end user.
Device categoryDisplays the device category of the affected end user.
EnduserDisplays the name of the contact person, who is requesting the ticket/object record.
Error codeError codet is displayed (in case there is an error ocurring for the ticket/object record).
ESDTEarliest Service Delivery Time.
Fixed to dateThe 'Fixed to' date of the scheduled appointment.
Grabbed byDisplays if the ticket is grabbed by yourself or an other user.
Info/Alert/PartDisplays special notifications for a ticket. It can display if a ticket/object record contains parts, if a ticket/object is a container ticket, if a ticket/object record is assigned to a partner, critical conditions, warnings, LSDT Expirations etc.
LSDTLatest Service Delivery Time.
Partner nameIf the ticket/object record has been assigned to a partner the name of the partner will be displayed.
ProjectDisplays the project name (eg. PrinterCorp_XXX)
ScoreDisplays the ticket score.
SLADisplays the Service Level Agreement, (e.g. NBD – Next business day).
StateDisplays the federal state assigned to the ticket/object record.
StatusDisplays the status in which a ticket currently is (e.g. 'VALIDATION'/'APPOINTMENT' etc.).
SubcategoryDisplays the ticket subcategory (eg. preventive maintenance).
ZIPDisplays the ZIP number assigned to the ticket/object record.

The displayed columns in the Ticket Pool can be customized according to your needs for a customized overview that is tailored to your dispatching needs.
Inside the Work place go to the Ticket Pool to reveal the Table view editorFrom there you can decide which column items are displayed by checking or unchecking the corresponding check boxes. You can change the order of items in the Ticket Pool by rearranging items via Drag & Drop in the table view editor.

For Fieldcode beginners we recommend the following order:
  • Info/Alert/Part
  • LSDT
  • CNI
  • Company Name
  • City
  • Status
Customizing Ticket Pool columns
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