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Quick Start
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Work Place
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- How to schedule tickets
- How to search for tickets
- How to query 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 parts
- How to show tickets on Map
- How to use the ticket clipboard
- How to open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer from the Timeline
- How to schedule tickets
- How to publish tickets to engineers from the Timeline
- 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
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- How to manage parts
- How to assign/unassign tickets to 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
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Admin Panel
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- What is the Process menu?
- What is the Workflows menu?
- How to create & edit projects
- 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 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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FMA
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- Fieldcode App (FMA)
- How to download the Fieldcode App
- How to login to Fieldcode
- How to configure multiple accounts
- How to enable/disable notifications
- 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
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FMA 1
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Customer Portal
What is the Ticket Pool?
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.

Ticket Pool terms explained
Element | Description |
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Assignee | displays the user name of a person, that has grabbed the ticket |
Category | Ticket's category, (e.g. Desktop) |
City | End user's city |
CNE parent | Call 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) |
CNI | Call Number Internal. Internal ticket number, which is now used synonymously with the Ticket ID (e.g. 466758) |
Company | indicates the Company Name of the end user (e.g. Printer Corporate) |
Conditions | refers to a condition specified for the ticket and determined according to project’s requirement |
Country | End User's country |
Device | Model's name |
Device category | Device category of the affected device |
Enduser | indicates the name of a contact person, requesting the intervention |
Error code | Error code of a particular ticket is displayed (in case there is an error existing) |
Fixed to date | The 'Fixed to' date of the scheduled appointment |
Indications | refers to condition specified for the ticket and determined according to project's requirements |
LSDT | Latest 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 |
Partner name | If the ticket is assigned to a partner engineer the name of the partner will be displayed |
Project | indicates the Project Name (e.g. PrinterCorp_XXX) |
SLA | Service Level Agreement, (e.g. NBD – Next business day) |
Status | indicates the status in which a ticket currently is (e.g. 'VALIDATION') |
Subcategory | Ticket’s subcategory, (e.g. preventive maintenance) |
How to customize the Ticket Pool
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 editor. From 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.
- Info/Alert/Part
- LSDT
- CNI
- Company Name
- City
- Status

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