Ticket Copy Setup

Prerequisites

To set up the Ticket Copy feature, you need the following licenses:
- FieldFX Base Package
- FieldFX E-Ticketing
To set up the Ticket Copy feature, you must:
- Set up the FX E-Ticketing module
To set up the Ticket Copy feature, you need:
- FX E-Ticketing minimum permissions
- System permissions:
  - Customize Application
  - View Setup and Configuration

Basics

The Ticket Copy feature is available on the Ticket Search page in FieldFX Mobile.

Use Ticket Copy to add a new ticket by copying an existing ticket.

How it Works

When you add a new ticket using Ticket Copy:

The ticket has a new tracking number.
The ticket is in the status that has Initial Status Mobile selected.
All ticket items copy to the ticket.
The following items don’t copy to the new ticket:

Excluding Fields from Copying

Basics

You can exclude fields from copying to new records by adding them to an FX_Ticket_Copy_Exclusion field set.

When you add fields to an FX_Ticket_Copy_Exclusion field set:

Unique values in those fields don’t copy to new records
Default values for those fields do copy to new records

Permanent Exclusions

Ticket Copy never copies data from the following fields:

Id field
External ID field
Status field
SyncID field
Tracking Number field
Auto Number fields
Formula fields

Adding an Exclusion Field Set

Access FieldFX Back Office
Switch to Salesforce Classic
From Setup, enter "object" in the Quick Find box, then select Objects
Click Ticket
Add the FX_Ticket_Copy_Exclusion field set:
1. Under Field Sets, click New
2. In Field Set Label, enter "FX_Ticket_Copy_Exclusion"
3. In Where is this used, enter "Ticket Copy feature on the Ticket Search page in FieldFX Mobile"
4. Click Save
5. Drag the fields you don’t want to copy into the In the Field Set list
  
  Drag date fields into the In the Field Set list.
6. Click Save