Ticket Items
Introduction
A ticket item is a billable item used during work completed for a ticket.
For example, Labor charges or equipment rental
Every ticket item is linked to a price book item.
To add ticket items, use the Ticket Item Builder or FX Mobile Ticket Item Wizard. You can add ticket items from Back Office, FieldFX Mobile, or FieldFX Mobile App.
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FieldFX has deprecated these items, for the same functionality, use the listed alternative.
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Prerequisites
To use ticket items, you need to:
| Have these user licenses | Have these permissions | Complete these tasks and review these topics before continuing |
|---|---|---|
Relationship with Price Book Items
You can add price book items to a ticket from the:
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Price book for the job
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Price books you have permission to access
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Price books above the job’s price book in a hierarchy
Copying Data from Price Book Items
When you add a price book item to a ticket, data copies from the price book item to the ticket item.
Data copies between the following managed fields by default:
| Price Book Item Field | Ticket Item Field | ||
|---|---|---|---|
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You can add custom fields to copy additional information between price book items and ticket items.
| Make sure custom fields have the same name, data type, length, and decimal places on both the Price Book Item and Ticket Item objects. |
Relationship with Quote Items
When you convert a quote into a job, you can add items on the quote to tickets.
Copying Data from Quote Items
When you add a quote item to a ticket, data copies from the quote item to the ticket item.
Data copies between the following managed fields by default:
| Quote Item Field | Ticket Item Field | ||
|---|---|---|---|
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You can add custom fields to copy additional information between quote items and ticket items.
| Make sure custom fields have the same name, data type, length, and decimal places on both the Quote Item and Ticket Item objects. |
Fields that are prefixed with Locked_ prevent the editing of the related field (with the similar API name) when the locking field is True.
You can add your own Custom Locking Fields to the Ticket Item
When a locked field on a Price Book Item or Quote Item is added to the Ticket, the Quote Item’s matching field is also locked.
Step-by-Step Guides
You can complete these tasks in FieldFX Back Office or FieldFX Mobile:
| Description | Platform | ||
|---|---|---|---|
n/a |
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n/a |
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n/a |
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Use Bulk Edit for Lookup Fields in FieldFX Mobile |
n/a |
n/a |
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Add Ticket Items
FieldFX Back Office
| The Ticket Item Builder has been deprecated and is no longer supported. Configure FX Item Picker Component Options for adding Ticket Items. |
Using the Ticket Item Builder - Click to expand, click again to collapse
-
-
The Ticket Item Builder adds price book items to the ticket automatically if they have Required Item selected
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The Rule Engine adds price book items to the ticket automatically if required by a rule
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-
Click Expand on the right side of the page.
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Select price book items.
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Click Add Selected.
Child items get added automatically when you add their parent item. -
Click Close
on the left side of the Item picker.
FieldFX Mobile
Click to expand, click again to collapse
In FX Mobile, you can add a new ticket.
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Select Jobs on the sidebar.
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At the list of jobs, select a job and open it.
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Once the job is open, select Tickets and select
.If the job has no tickets, No Ticketsappears. -
Select a ticket type.
Ticket types vary on how they were set up in the Org’s Back Office.
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Enter the ticket details and select
.Example to complete the Supervisor: Tap the field and choose from the list of contacts based on the customer selected in the job.
Complete the remaining ticket fields.
-
Add ticket items.
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Complete the ticket by selecting the Add button.
A new ticket appears in the list of tickets.
-
You can navigate through the new ticket by using the sidebar icons on the main FX Mobile Ticket Page.
FieldFX Mobile App
Click to expand, click again to collapse
-
To open a ticket, select Tickets.
-
Select the ticket.
-
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 Itemsappears on the screen. -
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.
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Tap on checkbox next to the desired ticket item.
-
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.
-
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 2. 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.
-
If you are editing a ticket item, make the desired changes and tap Save.
-
To quickly locate an item, use the keyword search bar.
As you type in characters, tickets that match appear in the list.
-
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. -
Select the desired item or items.
The checkbox is filled in.
-
Tap + Add Selected at the bottom of the screen.
Child items get added automatically when you add their parent item. -
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. -
When finished, tap ✓ Finish.
The Ticket Item grid shows the item you have added.
Add Ticket Items from a Hierarchical Price Book
FieldFX Back Office
Prerequisite: Set up the Hierarchical Price Books feature.
| The Ticket Item Builder has been deprecated and is no longer supported. Configure FX Item Picker Component Options for adding Ticket Items. |
Use the Ticket Item Builder - Click to expand, click again to collapse
-
Open the Ticket Item Builder.
-
The Ticket Item Builder adds price book items to the ticket automatically if they have Required Item selected
-
The Rule Engine adds price book items to the ticket automatically if required by a rule
-
-
Click Expand on the right side of the page.
-
Click Extended Price Book Items.
-
Select price book items.
-
Click Add Selected.
Child items get added automatically when you add their parent item. -
Click Close
on the left side of the Item picker.
FieldFX Mobile
Prerequisite: Set up the Hierarchical Price Books feature.
Click to expand, click again to collapse
-
Select Tickets on the sidebar.
-
Select the ticket.
-
Select Items on the sidebar.
-
The Ticket Item Wizard adds price book items to the ticket automatically if they have Required Item selected
-
The Rule Engine adds price book items to the ticket automatically if required by a rule
-
-
Select
. -
Perform a keyword search to locate the items and select Show More from Extended Price Book.
-
Select items.
-
Select
.Child items get added automatically when you add their parent item.
Add Child Ticket Items
FieldFX Back Office
Prerequisite: Designate dynamic parent items.
| The Ticket Item Builder has been deprecated and is no longer supported. Configure FX Item Picker Component Options for adding Ticket Items. |
Use the Ticket Item Builder - Click to expand, click again to collapse
-
Open the Ticket Item Builder.
-
The Ticket Item Builder adds price book items to the ticket automatically if they have Required Item selected
-
The Rule Engine adds price book items to the ticket automatically if required by a rule
-
-
Click Add Child Items next to a dynamic parent item.
THe Item picker opens.
-
Select child items.
-
Click Add Selected.
The child items display indented under their parent item.
-
Click Close on the left side of the Item picker.
-
Click Add Child Items.
Add Child Items mode is now disabled.
FieldFX Mobile
Prerequisite: Designate dynamic parent items.
Click to expand, click again to collapse
-
Select Tickets on the sidebar.
-
Select the ticket.
-
Select Items on the sidebar.
-
Select a dynamic parent item.
Enable Dynamic Parenting must be selected in the linked Price Book. -
Select
. -
Select Add Child Items.
-
Select child items.
-
Select
. -
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.
-
You can also enter details before saving.
-
The child items display below the parent item.
FieldFX Mobile App
Click to expand, click again to collapse
-
To open a ticket, select Tickets.
-
Select the ticket.
-
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 Itemsappears on the screen. -
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.
-
Tap on checkbox next to the desired ticket item.
-
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.
-
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 3. 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.
-
If you are editing a ticket item, make the desired changes and tap Save.
-
To quickly locate an item, use the keyword search bar.
As you type in characters, tickets that match appear in the list.
-
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. -
Select the desired item or items.
The checkbox is filled in.
-
Tap + Add Selected at the bottom of the screen.
Child items get added automatically when you add their parent item. -
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. -
When finished, tap ✓ Finish.
The Ticket Item grid shows the item you have added.
Copy Ticket Items
FieldFX Back Office
| The Ticket Item Builder has been deprecated and is no longer supported. Configure FX Item Picker Component Options for adding Ticket Items. |
Using the Ticket Item Builder - Click to expand, click again to collapse
-
Open the Ticket Item Builder.
-
Move down to the Item grid.
-
Select items.
-
Click Copy Selected.
-
Click OK.
FieldFX Mobile
Prerequisite: Configure the Ticket Item Copy feature.
Click to expand, click again to collapse
-
Select Tickets on the sidebar.
-
Select the ticket.
-
Select Items on the sidebar.
-
Select the item or items to copy from the grid.
-
Select
.If there is a number in the corner of the icon, it is the number of selected items to copy.
-
From the menu that appears, select
.The number of items you selected is shown below the actions.
The new copied items appear on the grid already selected. You can edit them if needed.
FieldFX Mobile App
Click to expand, click again to collapse
You can copy a ticket item in a ticket within the FieldFX Mobile App.
-
In a ticket in the FieldFX Mobile App, open a ticket.
-
Tap on the Items to see a list of ticket items for the ticket.
-
Choose the ticket item or the ticket items and tap
and choose the ticket item or ticket items. -
Tap
to immediately copy the ticket item. -
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.
Edit a Ticket Item
FieldFX Back Office
| The Ticket Item Builder has been deprecated and is no longer supported. Configure FX Item Picker Component Options for adding Ticket Items. |
Using the Ticket Item Builder - Click to expand, click again to collapse
-
Open the Ticket Item Builder.
-
Move down to the Item grid.
-
Click the arrow next to the item.
-
Click Edit.
-
Make edits.
You can’t edit the discount for items that have Locked Discount selected or edit the price for items that have Locked Price/Markup selected. -
Click Save.
FieldFX Mobile
Click to expand, click again to collapse
-
Select Tickets on the sidebar.
-
Select the ticket.
-
Select Items on the sidebar.
-
Select the item.
-
Make edits to the ticket item.
You can’t edit the discount for items that have Locked Discount (in the Price Book Constraints > How It Works section) selected and the price of items that have Locked Price/Markup (in the Price Book Constraints > How It Works section) selected. -
Select
.
FieldFX Mobile App
Click to expand, click again to collapse
-
To open a ticket, select Tickets.
-
Select the ticket.
-
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 Itemsappears on the screen. -
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.
-
Tap on checkbox next to the desired ticket item.
-
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.
-
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 4. 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.
-
If you are editing a ticket item, make the desired changes and tap Save.
-
To quickly locate an item, use the keyword search bar.
As you type in characters, tickets that match appear in the list.
-
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. -
Select the desired item or items.
The checkbox is filled in.
-
Tap + Add Selected at the bottom of the screen.
Child items get added automatically when you add their parent item. -
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. -
When finished, tap ✓ Finish.
The Ticket Item grid shows the item you have added.
Edit Multiple Ticket Items
FieldFX Back Office
| The Ticket Item Builder has been deprecated and is no longer supported. Configure FX Item Picker Component Options for adding Ticket Items. |
Using the Ticket Item Builder - Click to expand, click again to collapse
-
Open the Ticket Item Builder.
-
Move down to the Item grid.
-
Select items.
-
Click Bulk Update.
-
Make edits on the Updated Selected Items panel.
IMPORTANT: You can’t edit the discount for items that have Locked Discount (in the Price Book Constraints > How It Works section) selected.
You can’t edit the price for items that have Locked Price/Markup (in the Price Book Constraints > How It Works section) selected. -
Click Update.
FieldFX Mobile
Click to expand, click again to collapse
-
Select Tickets on the sidebar.
-
Select the ticket
-
Select Items on the sidebar.
-
Select the items to edit.
-
Select
.If there is a number in the corner of the icon, it is the number of selected items to delete.
-
Select
. -
Select the field to edit.
IMPORTANT You can’t edit the discount for items that have Locked Discount (in the Price Book Constraints > How It Works section) selected. You can’t edit the price of items that have Locked Price/Markup (in the Price Book Constraints > How It Works section) selected.
-
Enter new information.
-
Select
.
Apply Stage Pricing to Ticket Items
FieldFX Back Office
Prerequisite: Set up Stage Pricing for tickets.
| The Ticket Item Builder has been deprecated and is no longer supported. Configure FX Item Picker Component Options for adding Ticket Items. |
Using the Ticket Item Builder - Click to expand, click again to collapse
-
Open the Ticket Item Builder.
-
Move down to the Item grid.
-
Select items.
You can’t apply stage pricing to items that have Locked Discount selected. -
Click Apply Stage Pricing.
-
In Total Staging Price, enter the price to charge for the items.
-
Click Apply.
-
The total price for the items is now the specified stage price.
-
The discount percentage of each item also updates.
-
To remove stage pricing, delete the items and then re-add them.
-
FieldFX Mobile
Prerequisite: Set up Stage Pricing for tickets.
Click to expand, click again to collapse
-
Select Tickets on the sidebar.
-
Select the ticket.
-
Select Items on the sidebar.
-
Select items.
You can’t apply stage pricing to items that have Locked Discount (in the Price Book Constraints > How It Works section) selected. -
Select
.If you have selected multiple items, a number appears in the upper corner of the icon.
-
Select
. -
In Total Stage Pricing, enter the price to charge for the items.
-
Select
.NOTE: The total price for the items is now the specified stage price. The discount percentage of each item also updates. To remove stage pricing, delete the items and then re-add them.
Delete Ticket Items
FieldFX Back Office
| The Ticket Item Builder has been deprecated and is no longer supported. Configure FX Item Picker Component Options for adding Ticket Items. |
|
You can’t delete an item if:
Child items get deleted automatically when you delete their parent item. |
FieldFX Mobile
Click to expand, click again to collapse
-
Select Tickets on the sidebar.
-
Select the ticket.
-
Select Items on the sidebar.
-
Select the items to delete.
IMPORTANT:
You can’t delete a ticket item if:-
The linked price book item is required by a rule.
-
The linked price book item has Required Item selected.
-
Child items get deleted automatically when you delete their parent item.
-
Select
.If there is a number in the corner of the icon, it is the number of selected items to delete.
-
Select Delete.
-
Select DELETE.
FieldFX Mobile App
Click to expand, click to collapse
| 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. |
-
Tap the Select button to select the ticket item or items to delete.
-
Tap Delete to delete the selected ticket items.
-
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.
Use Bulk Edit for Ticket Item Lookup Fields in FieldFX Mobile
With the new release (v4.0.1.4870), you can now use Bulk Edit for Lookup Fields when filtering Ticket Items only.
-
In FX Mobile, open a ticket that has ticket items.
-
Tap
to select the item.To select all the ticket items, tap
in the header of the list.The selected items appear with a
in a circled item numbers. -
Tap
to open the menu selection. -
Tap the Bulk Edit option.
A message can appear in the Bulk Editing X Items(s) window if you have selected items with different record types.
X is the number of items. -
Tap the name of the Lookup Field filter that you created in Create Filtered Lookup for Ticket Items.
The results of the filter appear.
| To use Bulk Edit for Jobs, a bulk edit lookup filter must exist for the job object first. |
Recommended Reading
For more information, see:
| FieldFX Documentation | Salesforce Documentation |
|---|---|
|
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