Ticket Items in the FieldFX Mobile App

Introduction

A ticket item is a billable item used during work completed for a ticket. It could be a Labor charge or equipment rental.

Every ticket item is linked to a price book item.

The screenshots and graphics shown were captured from the Windows version of the FieldFX Mobile App. There may be some differences on the iPad version and the Android version.
The fields shown below can vary according to the specific page layouts used in your org. Some fields shown below may or may not be present depending on the needs in your org. For more information on page layouts, see Page Layouts

Item grids get their layouts from the item layouts (not compact layouts). The first 30 fields are from the item layout. A large number of records shown in the grid may impact performance.

Prerequisites

To use ticket items, you need to:

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

Ticket Item List View

You can access a Job’s ticket items from inside a Ticket of a job by clicking the Items tab.

Callouts for Ticket Items List View
Callout Item Description

1

Back Button

Returns to the list of tickets for the job.

2

Status

The status of the ticket.

3

Top Navigation
Bar

Select a button to view different areas of a ticket.

  • DETAILS - The details of the ticket

  • ITEMS - This tab.

  • LOG - Add log entries to a job or ticket.

  • FORMS - Attach or View FX Forms

  • REPORTS - Add or View HTML ticket reports

  • FILES - Add or View attachments

  • DATAGUIDE - If the ServiceMax DataGuide package is installed, you can utilize DataGuide Forms and Report Templates

4

Ticket Tracking Number

The tracking number for the ticket.

5

eForms

eForms attached to a ticket appear in separate tabs.

6

Show All

Sort the ticket items by record type.

The record types may be different depending on the types of ticket item records you have set up in your org. See Sort by Item Type.

7

Search

Enter the name of the ticket item. The results will auto-sort and show any matches.
Callout Item Description

8

Sort Ticket Item columns

Select the column you want to sort.

See Sort by Item Type.

9

Ticket Items
and
Child Ticket Items

You can see child ticket items underneath a parent child item.

Tap Expand arrow next to a ticket item to see its child items.

Tap Collapse arrow to hide the child items.

Child Items have a ↳ arrow next to them.

10

Ticket Item
Type

This column shows the type of record for the parent/child ticket item.

11

Scroll Bar

To access additional Ticket Item fields, use the scroll bar to move to the right.

12

Edit button

Tap to enter edit mode where you can edit values in cells that are editable.

The fields shown and whether they are editable is determined by the page layout for the object.

13

Select Button

Tap Select to select an individual ticket item. Checkboxes appear next to the ticket items. Tap to select one or more ticket items. Tap Select All to select all the ticket items shown. After the ticket item(s) are selected, use these icons to:

  • Copy to copy one or more ticket items

  • Bulk Edit to edit the selected ticket items

  • Delete to remove one or more ticket items from the ticket

14

+ Add

Tap to add a new ticket item.

Ticket Item Layout

The layout of a ticket item depends on the layout used by your org.

The fields shown below can vary according to the specific page layouts used in your org. Some fields shown below may or may not be present depending on the needs in your org. For more information on page layouts, see Page Layouts
Field Description

Desc

Description of the ticket item.

Contact

Tap the field to open up a Select Contact modal. Any contacts attached to the Ticket or Job will be displayed here. Select the desired contact if shown.

Date Start

Use the calendar and time fields to set the date and time.

See Set the Date and Time.

Date End

Qty
(Read Only)

The number of the ticket item.

Ticket
(Read Only)

The ticket housing the ticket item.

Price Book Item
(Read Only)

The matching price book item.

Step-by-Step Guides

  1. In the list of ticket items for a job, tap Select button.

  2. Tap the checkbox next to the ticket item to select it.

  3. With an item or items selected, you can:

Add or Edit a Ticket Item

If the ticket item uses validation rules, you may encounter an error that validation rules are missing.

Check with your system admin on mobile validations

  1. To open a ticket, select Tickets.

  2. Select the ticket.

  3. Select Items on the top nav bar.

    If any items exist on the ticket, they would appear in a grid.

    If no items exist on the ticket, No Ticket Items appears on the screen.

  4. Tap + Add to add a new ticket item or tap Select then select the ticket item and then click Edit.

    A list of available catalog items appears.

  5. Tap on checkbox next to the desired ticket item.

  6. Select from the category to see the list of ticket items matching that category.

    The filters appear in the dropdown at the top of the window.

  7. Choose from the filter to select the type for the new ticket item.

    The categories shown may be different depending on how tickets are set up in FieldFX Back Office.
    Table 1. Ticket categories
    Item Type Description

    Price Book

    Filter to view price book items records in the job’s price book.

    Use the All, Equipment, Labor, Services, or Supplies entry on the side to further filter the price book items by record type.

    People

    Filter to view contact records linked to the labor catalog items in the job’s price book.

    The contacts can be organized by their location which appears on the side.

    Equipment

    Filter to view the equipment records in the job’s price book.

    The equipment records can further be filtered and grouped by category on the side.

    Scheduled Equipment

    Filter to view the equipment scheduled for the job.

    Scheduled Crew

    Filter to view the crew records scheduled to work on the job.

  8. If you are editing a ticket item, make the desired changes and tap Save.

  9. To quickly locate an item, use the keyword search bar.

    As you type in characters, tickets that match appear in the list.

  10. Use the item type dropdown to select which list to pull from.

    If records of a type don’t exist, you see No results found. Add that type of record as a ticket item to the Ticket in Back Office.
    The record types shown may be different depending on how tickets are set up in FieldFX Back Office.

  11. Select the desired item or items.

    The checkbox is filled in.

  12. Tap + Add Selected at the bottom of the screen.

    Child items get added automatically when you add their parent item.

  13. Complete the fields for the new ticket item. If Yes, add the ticket item details.

    The fields shown may be different depending on how tickets items are set up in FieldFX Back Office.

  14. When finished, tap ✓ Finish.

    The Ticket Item grid shows the item you have added.

- Back to Step-by-Step Guides -

Bulk Edit Ticket Item(s)

  1. After selecting the ticket items(s), tap Bulk Edit icon

  2. Change the Desc field.

  3. Tap the Equipment field and select from the list shown.

  4. To change the date and time in the Date Start and Date End fields, see Set Date and Time on a Ticket Item.

  5. Tap + Save when finished.

  6. Tap Update at the Update X Records? dialog. You can undo this change.

    X = the number of ticket items you had selected.

    A message appears that the records have been updated and you are returned to the Ticket Item List View.

- Back to Step-by-Step Guides -

Copy Ticket Item(s)

You can copy a ticket item in a ticket within the FieldFX Mobile App.

  1. In a ticket in the FieldFX Mobile App, open a ticket.

  2. Tap on the Items to see a list of ticket items for the ticket.

  3. Choose the ticket item or the ticket items and tap ✓ Select and choose the ticket item or ticket items.

  4. Tap Copy to immediately copy the ticket item.

    A message appears notifying that the items have been copied. The ticket item copies have been automatically selected in the Ticket Item Grid.

  5. Open the copied ticket item to change any of its properties.

    Changes to the copied ticket item are saved instantly.

    Depending on the ticket item, there may be validation rules attached that could present an error message.

- Back to Step-by-Step Guides -

Delete Ticket Item(s)

The user must be using a Sync Profile that has the File Deletion permission enabled. Contact you system administrator to get file deletion access in your sync profile.

  1. Tap the Select button to select the ticket item or items to delete.

  2. Tap Delete to delete the selected ticket items.

  3. At the message "Delete X Record(s)?", tap Delete.

    The deletion can’t be undone.

    A confirmation message appears that the record(s) have been deleted and an updated Ticket Item List View appears.

Delete Ticket Item with a Job Resource Record

A user with the proper permissions, roles, and object access can edit the ticket item quantity which has been added from a job resource record. They can also delete the ticket item created from a job resource record.

If they delete a ticket item which was created from a job resource record, the quantity on the associate job is updated by adding the ticket item quantity to the on site quantity.

If it has a different status than "On Site", change the resource status back to "On Site."

If a user edits the quantity of a ticket item that is associated to a job resource:

  • An increased quantity of the ticket item, the quantity on site of the associated job resource is decreased

  • A decreased quantity of the ticket item, increasing the quantity on site of the associated job resource

A user can’t increase the ticket item quantity value greater than the job resource’s current quantity on site.

- Back to Step-by-Step Guides -

Set the Date and Time

Some fields in Jobs and Tickets in the FieldFX Mobile App require a date and time to be set.

To set the date and time, tap in the field. The left side of the field brings up a calendar where you can choose the date. The right side of the field brings up scroll wheels where you can choose the time.

The date and time pickers appear different for FieldFX Mobile depending on whether you are accessing it on a Windows device, iPad, or Android tablet.

  1. Tap in the left side of the Date field to open the Date/Time Picker.

    The current date and time is inserted.

  2. To add or change the date, tap the date to open the date picker.

    Date Picker

    Use the ← or → arrows to move to the previous or next months. To change the year, hover over the year and use the ↑ or ↓ arrows. Tap on the new date.

    If the date isn’t the current date, tap TODAY to insert the current date.

  3. To change the time, tap on the time to open up the time picker.

    Time Picker

    Use the ↑ or ↓ arrows to change the hour and minute.

    To switch between AM and PM, tap it.

- Back to Step-by-Step Guides -

Sort by Item Type

You can sort ticket items by their type.

  1. Open a ticket from the Tickets list.

  2. Tap on the ITEMS tab to see the list of ticket items for the ticket.

  3. Tap in the Sort dropdown and choose one of the sort types:

    • Ticket Item ID

    • Ticket

    • Desc

    • Qty

    • Price

    • Total Amount

    • Ticket Item ID

The ticket item list is sorted by the chosen type.

- Back to Step-by-Step Guides -

Recommended Reading

For more information, see:

FieldFX Documentation Salesforce Documentation

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