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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.
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. 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
How to use the Ticket Pool
Please browse through the Ticket Pool best practices section to discover what you can do inside the Ticket Pool.
Ticket Pool terms explained
| Element | Description |
|---|---|
| Status | indicates the status in which a ticket currently is (e.g. 'VALIDATION') |
| Project | indicates the Project Name (e.g. PrinterCorp_XXX) |
| Company | indicates the Company Name of the end user (e.g. Printer Corporate) |
| Assignee | displays the user name of a person, that has grabbed the ticket |
| CNI | Call Number Internal. Internal ticket number, which is now used synonymously with the Ticket ID (e.g. 466758) |
| SLA | Service Level Agreement, (e.g. NBD – Next business day) |
| 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) |
| Country | End User's country |
| 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 |
| Device | Model's name |
| Category | Ticket's category, (e.g. Desktop) |
| Subcategory | Ticket’s subcategory, (e.g. preventive maintenance) |
| City | End user's city |
| Enduser | indicates the name of a contact person, requesting the intervention |
| Conditions | refers to a condition specified for the ticket and determined according to project’s requirement |
| Indications | refers to condition specified for the ticket and determined according to project's requirements |
| Fixed to date | The 'Fixed to' date of the scheduled appointment |
| Error code | Error code of a particular ticket is displayed (in case there is an error existing) |
| Partner name | If the ticket is assigned to a partner engineer the name of the partner will be displayed |
What are alerts and what do they mean?
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).
| Symbol | Notification type | Description |
|---|---|---|
 | 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) |
What do the ticket highlights indicate?
Tickets that are currently open will highlight in the same color in the Ticket Details to make certain tickets more visible.
