Ticket Workflow Setup

Prerequisites

To set up ticket workflows, you need the following licenses:
- FieldFX Base Package
- FieldFX E-Ticketing
To set up ticket workflows, you must:
- Set up the FX E-Ticketing module
To set up ticket workflows, you need:
- FX Invoicing minimum permissions
- System permissions:
  - Customize Application
  - Manage Sharing
  - View Setup and Configuration

Basics

A ticket workflow features the following components:

Component Description Example

Component	Description	Example
Status	Possible ticket status	`Dispatched to Field`
Status Workflow	Transition between statuses	`Dispatched to Field` → `In Progress`

Status

Possible ticket status

Dispatched to Field

Status Workflow

Transition between statuses

Dispatched to Field → In Progress

Best Practices

To make administration easier, add one ticket workflow that applies to all ticket types.

Make sure that a ticket workflow has the following:

One status with Initial Status Console selected

This defines a default initial status for a ticket created in FieldFX Back Office.
One status with Initial Status Mobile selected

This defines a default initial status for a ticket created in FieldFX Mobile.

Adding a Ticket Workflow

Access FieldFX Back Office
Add statuses:
1. Open the Statuses tab
2. Click New
3. In Record Type, select "Ticket"
4. Click Continue
5. In Status Name, enter the name of the status
6. In SObject, select "Ticket__c"
7. (Optional) In SObject Record Type, select a ticket type
  
  If you add a ticket workflow for a specific ticket type, you must add a ticket workflow for every ticket type.
8. Select Initial Status Console if this is the first status for new tickets in FieldFX Back Office
9. Select Initial Status Mobile if this is the first status for new tickets in FieldFX Mobile.
10. In Read Only Apps, specify whether to make tickets read-only when they reach this status
  
  If you selected Initial Status Console, don’t make the status read-only in "Console".
  
  If you selected Initial Status Mobile, don’t make the status read-only in "Console" or "Mobile".
  
  Refer to the Read Only Records article for details on how statuses make tickets read-only.
11. Select Sync to sync tickets with this status to FieldFX Mobile
  
  You must select Sync for at least one status in a ticket workflow.
12. Select Prevent Report to prevent users from attaching FX Reports to tickets in this status
13. Click Save & New
14. Repeat steps c to m for additional record types
15. Click Save to finish
Add status workflows:
1. Open the Status Workflows tab
2. Click New
3. In SObject, select "Ticket__c"
4. In SObject Record Type, select a ticket type
5. In Application, select the app where the transition occurs
  
  Select Console if the transition occurs in FieldFX Back Office.
6. In the Old Status field, select the first status for the workflow
7. In the New Status field, select the final status for the workflow
8. In Command Text, enter a name for the workflow button users can select to transition a ticket to the New Status
9. In Sequence Number, enter a sequence number to use for the status workflow
  
  Sequence numbers control the order of statuses in lists.
  
  Refer to the sequence numbers article for more information.
10. In Confirmation Text, enter the message to display when users transition a ticket to the New Status
  
  This feature allows you to display an important reminder before the transition to a new status.
  
  The user must then confirm the transition to the new status.
11. Click Save & New.
12. Repeat steps c to k for additional status workflows
13. Click Save to finish
Grant sharing access to statuses in the ticket workflow
Grant sharing access to status workflows in the ticket workflow

Ticket Workflow Setup

Basics

Best Practices

Adding a Ticket Workflow

Recommended Reading