Fieldcode Manual
Tip: You can use filters for better results
-
Latest News
-
Quick Start
-
Work Place
-
-
-
- Manage Parts
- Assign Partners
- Interaction Buttons
- Workflow Buttons
- Communications Usage
- 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
-
Admin Panel
-
- 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 Configuration
-
- Process Menu Explained
- 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?
- Projects Configuration
- Custom Forms Creation
- Lists Configuration
- Customer Portal Customization
- Automated Actions
- Conditions Configuration
- Indications Configuration
- Template Configuration
- Ticket Durations Configuration
- Custom Fields Configuration
- Value Sets Configuration
- SLA Profile Configuration
- Workflow Monitoring
-
Fieldcode FMA app
-
Customer Portal
Last updated:June 27, 2024
How to use the Workflow buttons
Copy the URL link to this section to share
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
Copy the URL link to this section to share
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 |
Was this topic helpful?
0 out of 5 stars
5 Stars | 0% | |
4 Stars | 0% | |
3 Stars | 0% | |
2 Stars | 0% | |
1 Stars | 0% |
5
Tags:
Navigation