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How to move stuck tickets forward via Ticket Workflow Monitoring

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In the uncommon case that a ticket gets stuck inside Fieldcode Work Place you can try to self-help yourself and fix stuck tickets manually.
If moving tickets to a different step by yourself doesn’t solve your specific problem you can always contact Fieldcode Support.

A stuck ticket is a ticket that cannot be moved forward to another step by triggering the workflow buttons.

Here’s how to do it:

  1. Go to the Fieldcode Admin Panel.
  2. Go to Process -> Ticket Workflow Monitoring.
  3. Enter the CNI of the stuck ticket in the search field.
  4. Click Enter on your keyboard.
  5. Green buttons that have a context menu can be used to move the ticket to a different step manually.
  6. Click on the context menu of the step you want the ticket to move to.
  7. Click on Send ticket to this step.
If you are not sure about what the steps mean, how they relate to status, etc. – please check out the following topics:

How to check the ticket path of a ticket

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You can check the previous path a ticket has gone through via the Ticket Workflow Monitoring menu. Here’s how to do it:

  1. Go to the Fieldcode Admin Panel.
  2. Go to Process -> Ticket Workflow Monitoring.
  3. Enter the CNI of the ticket you want to check.
  4. Click Enter on your keyboard.
  5. Click on the Ticket path button in the upper-right in order to understand the path a ticket went through.
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