Tickets

Introduction

A ticket records details about specific work completed on a job.

When you add a ticket, you can:

Prerequisites

To use tickets, you need to:

Have these user licenses Have these permissions Complete these tasks
and review these topics
before continuing

Step-by-Step Guides

  1. Add a ticket to a job.

  2. Use the Ticket item Builder or Ticket Item Wizard to add price book items to the ticket.

    The Ticket Item Builder has been deprecated and is no longer supported. You should switch to the Lightning Experience and use the tools FieldFX has there instead.
  3. Attach a ticket report to document the work completed and get the report signed by the company man.

Add a Ticket

FieldFX Back Office

  1. Open the Tickets tab.

  2. Click New.

  3. In Record Type, select a ticket type.

  4. Click Continue.

  5. Enter details and click Save.

  6. Add ticket items.

FieldFX Mobile

Click to expand, click again to collapse
  1. Select Tickets on the sidebar.

  2. Select the ticket.

  3. Select Items on the sidebar.

  4. Select a dynamic parent item.

    Enable Dynamic Parenting must be selected in the linked Price Book.
  5. Select Update gear button.

  6. Select Add Child Items.

  7. Select child items.

  8. Select Green add button.

  9. At the confirmation to add details before saving each ticket item, select YES (to add the details) or NO (to continue adding them).

    The ticket grid appears showing the ticket items as a child item underneath the parent item.

    Child Item displayed in the Ticket Grid
    • You can also enter details before saving.

The child items display below the parent item.

Items with a parent and children

Add Quote Items for a Ticket

FieldFX Mobile

  1. Select Tickets on the sidebar.

  2. Select a ticket for a job created from a quote.

  3. Select Items on the sidebar.

  4. Select Add button.

  5. Select the Quotes Item type.

    When adding quote items, the other item types can’t be selected to add to the ticket.

    And when adding price book items to a quote, only items from the quote list can be selected.

  6. Select Quote item.

  7. Select Green Add button.

    Child items get added automatically when you add their parent item.
  8. You can also add the details before saving.

Copy a Ticket

FieldFX Mobile

  1. In FX Mobile, click Jobs and then open a job.

  2. Select on a listed job to open it.

  3. Select on Tickets.

    A list of tickets for that job appears.

  4. To copy a ticket, tap Copy Ticket next to the ticket you want to copy.

    All the information and ticket items for that ticket are copied into a new ticket. Use when you want to add a new ticket that is similar to an existing ticket.

  5. On the Copy Ticket window, edit any ticket details if necessary.

  6. Select Add to finish the copy.

    The ticket now has been copied and you can further edit the new ticket as necessary.

Access and Use Ticket Status and History Reports

You can use two standard reports to track the status history of tickets.

  • Ticket Status Detail Report

  • Ticket Status History Aging Report

Additional Fields to Utilize these Reports

These additional fields have been added to the FX5__Status_History__c object:

Object Name Description

FX5__Status__c

Records the status from which the Ticket is changing. The entry is copied from the Ticket’s previous status’s New Status field.

The new status to which the Ticket is changing is recorded in FX5__New_Status__c, which already exists in the object.

FX5__Status_Date__c

Datetime when the record entered the status from which it is changing. The date is copied from the Ticket’s previous status’s Changed Date field.

The report compares this entry to the entry in FX5Changed_Datec to determine how long the Ticket remained in the Status.

FX5__Days__c

A formula that calculates the number of days the Ticket remained in FX5__Status__c.

FX5__Hours__c

A formula field that calculates the number of hours the Ticket remained in FX5__Status__c.

With FX5 1.309 and later, a post-install script runs to populate data in the new fields in the FX5__Status_Histor__c object.

Ticket Status Detail Report

This report displays a list of tickets which can be expanded to show the ticket’s status change history.

For report details and use, click to expand, click again to collapse

Available columns:

Column Description

Ticket

Selectable ticket number. Click to expand Status details.

Hours

Number of hours ticket remained in the Status.

Days

Number of days ticket remained in the Status.

Status

Selectable Status link.

Column Description

Status
Date

Datetime stamp when the Ticket entered the Status.

New
Status

The New Status the Ticket moved to when it left the Status.

Changed
Date

Datetime stamp when the Ticket left the Status and entered the New Status.

Changed By

User that changed that Ticket’s status to the New Status.

Rows are grouped by Ticket number. Each ticket is followed by a Subtotal that displays the total number of Hours and Days for the ticket.

The last row displays a Total of all Tickets on the report.

By default, the report shows all tickets statuses where the Hours column is not blank, grouped by Ticket number. Edit the report to modify the Filters to change the Tickets that display. Search Report Filters in Salesforce help for instructions on working with Report filters.

Use the four report toggle options to change how the report displays:

Column Name Description

Row Counts

Whether to display the parentheses in the Ticket column that display the total number of statuses for each Ticket or Total tickets.

Detail Rows

Whether to display the individual statuses for each Ticket.

Subtotals

Whether to display the Subtotal for each individual Ticket.

Grand Total

Whether to display the final row that summarizes all displayed Tickets.

Example of Ticket Status Report

Ticket Status History Aging Report

This report shows a list of Ticket Statuses with information about each Status.

For report details and use, click to expand

This report uses these columns:

Column Description

Status

Selectable Ticket Status. Click to drill into details.

Sum of Hours

Total number of hours of all tickets in the Status.

Sum of Days

Total number of days of all tickets in the Status.

Record Count

Number of tickets that have been in the Status.

Average Hours

Formula calculates Record Count / Sum of Hours to display an average number of hours a ticket remains in the Status.

Average Days

Formula calculates Record Count / Sum of Days to display an average number of days a ticket remains in the Status.

The last row displays a Total of all Tickets on the report.

By default, the report shows all tickets statuses where the Hours column is not blank, grouped by Ticket Status. Edit the report to modify the Filters to change the Ticket Statuses that display. Search Report Filters in Salesforce help for instructions on working with Report filters.

Use the four report toggle options to change how the report displays:

Column Name Description

Row Counts:

Whether to display the parentheses in the Ticket column that display the total number of statuses for each Ticket or Total tickets. Values only display when Detail Rows is toggled on.

Detail Rows:

Whether to display the individual Tickets for each Status.

Subtotals:

Whether to display the Subtotal row for each Ticket Status.

Grand Total:

Whether to display the final row that summarizes all displayed Ticket Statuses.

Ticket Status Aging Report example
Access the Reports
  1. Go to the Reports tab.

  2. From Folders in the left pane, select All Folders.

  3. Under Name, select the Status History folder.

  4. Select the report to view.