Fieldcode Manual
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Quick Start
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Work Place
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- Manage Parts
- Assign Partners
- Interaction Buttons
- Workflow Buttons
- Ticket Info and COMS Buttons
- Schedule Tickets
- Edit Ticket Details
- Cancel Tickets
- Remove Tickets from the Ticket Clipboard
- Report Tickets
- Create Intervention Info
- Create Intervention Reports
- Cancel Appointments
- Clone Tickets
- Edit Privat Notes
- Inline Skill Editing
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Admin Panel
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- ServiceNow Connection
- Create Test Tickets
- Aliases Usage
- Workflows Usage
- What are Appearances in context of workflows?
- What are Buttons in context of workflows?
- What are Automations in context of workflows?
- What are Guides in context of workflows?
- What are Actions in context of workflows?
- Optimizer Settings
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- Automations Section Explained
- Workflows Usage
- What are Actions in context of workflows?
- What are Guides in context of workflows?
- What are Automations in context of workflows?
- What are Buttons in context of workflows?
- What are Appearances in context of workflows?
- Workflow Monitoring
- Ticket Automated Actions
- Custom Object Automated Actions
- Conditions Settings
- Indications Settings
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Fieldcode FMA app
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Customer Portal
Last updated:June 27, 2024
How to use the Workflow buttons
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The Workflow buttons appear depending on the status the ticket is in and are therefore very context-sensitive.
Depending on the project and your access level (role), you may see different buttons.
Inside the Work Place go to Ticket Details → Click on the workflow button that is currently required for the ticket to proceed
What is the happy path?
Buttons that are highlighted in orange advise the currently suggested workflow -> called the happy path.
What is the exceptional path?
Buttons that are not highlighted advise exceptional steps in the workflow -> called the exceptional path.
What can be done with the pencil buttons?
Buttons with a pencil button allow you to edit ticket data/appointment data.
Workflow buttons overview
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| Workflow button | Resulting Action |
|---|---|
| COMS | Allows you to put a Info on a ticket (visible in Ticket Info when setup), to send an email or emails to customers (Email templates) or to put a comment on a ticket |
| CANCEL TICKET | Cancels the ticket, no further actions with the ticket will be possible |
| CANCEL APPOINTMENT | Allows you to cancel an appointment for unpublished tickets |
| CLOSE | Closes the ticket, no further actions with the ticket will be possible |
| CREATE INTERVENTION REPORT | Creates a PDF file with intervention report and signature (if available) for download on tab attachments |
| CREATE INTERVENTION INFO | Creates a PDF file with relevant service delivery data available for download on tab attachments |
| EDIT | Allows you to edit CONTACT, ADDRESS, DEVICE, DELIVERY data or if intervention is resolved already the REPORT data |
| NEW INTERVENTION | Allows you to schedule another intervention by moving ticket back to APPOINTMENT |
| REPORT | Allows you to report the current intervention for unpublished tickets |
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