Welcome to the Fieldcode Manual

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The ticket pool is the hotspot 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.

ElementDescription
Statusindicates the status in which a ticket currently is (e.g. 'VALIDATION')
Projectindicates the Project Name (e.g. PrinterCorp_XXX)
Companyindicates the Company Name of the end user (e.g. Printer Corporate)
Assigneedisplays the user name of a person, that has grabbed the ticket
CNICall Number Internal. Internal ticket number, which is now used synonymously with the Ticket ID (e.g. 466758)
SLAService Level Agreement, (e.g. NBD – Next business day)
CNE parentCall 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)
CountryEnd User's country
LSDTLatest Service Delivery Time - time and date when the ticket should be done latest
LSDT (Initial)Earliest Service Delivery Time - time and date when the ticket has the first LSDT goal
DeviceModel's name
CategoryTicket's category, (e.g. Desktop)
SubcategoryTicket’s subcategory, (e.g. preventive maintenance)
CityEnd user's city
Enduserindicates the name of a contact person, requesting the intervention
Conditionsrefers to a condition specified for the ticket and determined according to project’s requirement
Indicationsrefers to condition specified for the ticket and determined according to project's requirements
Fixed to dateThe 'Fixed to' date of the scheduled appointment
Error codeError code of a particular ticket is displayed (in case there is an error existing)
Partner nameIf the ticket is assigned to a partner engineer the name of the partner will be displayed

The symbols that are displayed inside the ticket pool are called info and alerts and can be set up by an admin person via the Fieldcode admin panel.

They are also referred to as Conditions and Indications.

To learn the Conditions meaning or the Indications meaning simply hover your cursor over the alert to get additional information (eg. appointment times).

SymbolNotification typeDescription
Parts symbol (Rectangles)Ticket contains spare parts.
Appointment symbol (Calendar)Ticket has an appointment date.
Ticket grabbed (Black hand)
Ticket grabbed by user symbol (Blue hand)
Ticket was grabbed by someone else or by yourself.
Blue Info symbol (Information)Ticket has a important information stored (typical indication, eg. too many repair attempts).
Warning symbol (Yellow triangle)Ticket has a warning, this is one step before it gets critical, therefore needs attention.
Critical symbol (Exclamation mark)Ticket is critical and needs urgent attention.
Escalation symbol (Flash)The ticket was escalated (eg. further advice needed etc. pp.)
VIP symbol (Star)The ticket has a VIP state (eg. important customer)

Tickets that are currently open will highlight in the same color in the Ticket Details to make certain tickets more visible.

The Ticket Pool is the hotspot 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 from your Dispatch group.

By clicking the expand arrow in the component you can reveal different tabs. There you can decide and cycle through the different tabs to filter for relevant tickets depending on your use case/job role.

The four sub-tabs are the Dispatch tab, General tab, Predefined tab, and Expert tab.

They all serve a different purpose:

  • Dispatch tab: The dispatch tab displays your tickets that are ready for the dispatch process.
  • General tab: The general tab lets you look for all tickets inside the ticket system.
    You can also use free-text search queries here.
  • Predefined tab: The Predefined tab lets you use queries configured in My queries.
  • Expert tab: The Expert tab lets you use filters extensively. 

The dispatch tab lets you look for tickets that are ready for the dispatch process. You can search for tickets and/or filter them by Dispatch Group. The dispatch tab basically consists of a Dispatch Groups selection drop-down and a search bar, where you can further specify tickets you want to dispatch (e.g. use a ticket reference number or a keyword).

Inside the Fieldcode work place  to the Ticket Pool and expand it →  → Dispatch

Purpose of the Dispatch tab:

  • Dispatch tab: The dispatch tab displays your tickets that are ready for the dispatch process.

The general tab lets you look for all tickets inside the ticket system. You also can share tickets with colleagues from here, and download and export tickets in an excel file. The general tab is especially useful for finding the tickets of every workflow without using the more complicated syntax of the expert tab.

Inside the Fieldcode work place go to the Ticket Pool and expand it →  → General

Purpose of the General tab:

  • General tab: The general tab lets you look for all tickets inside the ticket system.
    You can also use free-text search queries inside this tab.

The Predefined tab lets you use queries configured in My queries. This is especially useful if you have queries you use often. Using predefined queries also makes sense, if you don’t want to get too involved in interacting with the expert syntax and simply want to find desired tickets as quickly as possible. Therefore a good Predefined tab should consist of the most used search queries adjusted to your style of work.

Inside the Fieldcode work place go to the Ticket Pool and expand it →  → Predefined

Purpose of the Predefined tab:

  • Predefined tab: The Predefined tab lets you use queries configured in My queries.

The Expert tab lets you use filters. You can filter them by various parameters like Project, CNI, Status, CNE, LSDT Start, LSDT End, and CNE Parent. This is especially useful for advanced users who want to utilize the full power of the search functionality.

Inside the Fieldcode work place go to the Ticket Pool and expand it →  → Expert

Purpose of the Expert tab:

  • Expert tab: The Expert tab lets you use filters freestyle.
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