Tip: You can use filters for better results
What is the Ticket Pool?
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.
Ticket Pool terms explained
| Column name | Description |
|---|---|
| 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 |
| Engineer | Engineer efficiency factor |
| Error code | Error code of a particular ticket is displayed (in case there is an error existing) |
| ESDT | Earliest Service Delivery Time - time and date when the ticket has the first LSDT goal |
| 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 |
| 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 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.
