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.

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 Fieldcode 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. Therefore can change the order of items totally to your preferred work method.

For Fieldcode beginners we suggest using the following order:
Info/Alert/Part – LSDT – CNI – Company Name – City – Status

Please browse through the Ticket Pool best practices section to discover what you can do inside the Ticket Pool.

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 configured by an admins or users via the Fieldcode Admin Panel.
They are also referred to as Conditions and Indications inside the Fieldcode Admin Panel.
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.

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