Tickets

Introduction

Tickets in FieldFX serve these important purposes for field operations, service management, and customer interactions. FieldFX mainly uses tickets for:

Job Description

Tickets can document the job details or service performed for a customer. Tickets detail what was done, when it was done, who performed it and any materials or equipment used.

Work Order Management

Tickets can function as work orders showing instructions and information to field personnel about tasks that need completing. Tickets ensure that all those involved in the job are all on the same page for the scope and work requirements.

Time & Expense Tracking

You can use tickets to track the time spent and expenses incurred during a job. Tickets may include labor hours, equipment usage, and materials consumed. This data is needed for accurate billing and cost management.

Customer Billing

Invoices to customers can be generated from tickets. The captured data includes billable activities and materials which enables accurate and detailed invoices.

Compliance and Auditing

Tickets provide verification that all performed work is compliant with company policies, industry regulations, and customer agreements. They are a record to be used for auditing purposes for verification that services were delivered as agreed.

Communication & Coordination

With tickets, communication between field personnel, back office staff, and customers are established. They are a centralized place where all relevant job information is recorded and easily accessible helping to coordinate efforts and avoid misunderstandings.

Customer Service

In keeping detailed records using tickets and services provide, customer service is improved. Tickets enable quick customer inquiry responses since all the job details are readily accessible.

Performance Analytics

Data collected through tickets can be analyzed for performance assessment, trend identification, and to improve operational efficiency.

+ For example, long jobs can be tracked to see how long they take, see any frequent issues, and streamline resource allocation.

Resource Allocation

You can use tickets to assist in planning and assigning resources such as personnel, equipment, and materials. Tickets ensure the right resources are available and assigned to each job.

Inventory Management

When you track materials and equipment using tickets, you can more effectively manage your inventory. This ensures that the needed items are restocked and are available when requested.

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

Requirements

Keep in mind these requirements when you create and manage existing tickets:

These requirements can vary depending on the specific FieldFX configuration for your organization and the user role and permissions when accessing the ticket creation process.

Tickets have these general requirements:

Customer
Information

  • The ticket must be associated with a customer in your system.

  • Include customer contact information such as phone number or email address.

Service
Location

  • Include the physical location of where the service will be performed which could be a site address, site name, or another location identifier.

Job/Service
Details

  • Include a unique identifier for the job name or ID.

  • Include a detailed description of services to perform.

  • Include the type of service or job category such as maintenance, inspection, or installation.

    The type will vary depending on how your organization is set up.

Line Items

  • Services and/or products that you provide. Include description, quantities, and unit prices.

  • Estimated or actual labor hours needed for job completion.

  • Equipment and materials to be used.

Assigned
Personnel

  • Personnel or a team assigned to complete the work.

  • The specific assigned roles and tasks for each team member.

Date & Time

  • The scheduled start and end dates/times of when the work is expected to start and finish.

  • The actual start and end dates/times of when the work actually starts and finishes.

Approval/
Authorization

  • Supervisor or manager approval from within the company.

  • Customer authorization before work begins or upon completion.

Compliance &
Safety

  • Safety checks or requirements that are to be completed before or during the job.

  • Verification that the job meets relevant laws, regulations, and industry standards.

Documentation

  • Attach any revelant documents like work orders, contracts, or safety manuals to the ticket.

  • Photos or images that are job-related such as before-and-after photos, equipment setups, or damage assessments.

Custom Fields

Additional organization required fields for your FieldFX setup. This can include project codes, cost centers, or job categories.

Notes &
Comments

  • Notes for internal communication like special instructions or observations.

  • Customer comments or feedback.

Status &
Progress
Tracking

  • Current status of the ticket such as "Open," "In Progress," "Completed," or "Closed".

  • Progress updates for the job including scope changes or timelines.

Cost & Billing
Information

  • Cost estimates for labor, materials, and other expenses.

  • Details on how the job will be billed with pricing terms, discounts, and payment methods.

Properly filled out tickets can help streamline your operations, maintain compliance, and increase customer satisfaction.

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

You can add a ticket within Back Office or in the FieldFX Mobile App.

You must have the proper permissions on your user profile to be able to add a ticket.

FieldFX Back Office

Add Ticket in Back Office - Click to expand

  1. Click on the Tickets tab.

  2. Click New.

  3. Select the correct ticket type using the Record Type dropdown menu.

  4. Click Continue to continue creating the ticket.

  5. Enter the necessary ticket details in the appropriate fields.

  6. Click Save.

  7. With the ticket saved, you can add items to the ticket.

Add Ticket Items in Back Office - Click to expand

  1. Click on the Tickets tab.

  2. Find the ticket in the list view that you want to add ticket items.

    For an example of adding ticket items, see Adding Ticket Items from a Price Book.

  3. Select price book items.

    To set up a price book item, see Price Book Item Setup.

  4. Click Add Selected.

    Child items get added automatically when you add their parent item.
    The FX Item Picker should already be configured on the ticket record page in the Lightning Experience. Also, the ticket item record should be setup.

  5. Use the FX Item Picker to select and add price book items to the ticket.

    The FXL File Viewer Lightning Component must be added to the ticket record page.

    1. You can add child items to dynamic parent items using the options in the Lightning Experience.

    2. Attach required FX Reports, FX Forms or files to the ticket using the Files API.

  6. Click Save.

FieldFX Mobile

Add a Ticket in FX Mobile - Click to expand
These steps are for the older FieldFX Mobile. The newer FieldFX Mobile App doesn’t support Quotes.

In FX Mobile, you can add a new ticket.

  1. Select Jobs on the sidebar.

  2. At the list of jobs, select a job and open it.

  3. Once the job is open, select Tickets and select Add button.

    If the job has no tickets, No Tickets appears.

  4. Select a ticket type.

    Ticket types vary on how they were set up in the Org’s Back Office.

  5. Enter the ticket details and select Add button.

    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.

  6. Add ticket items.

  7. Complete the ticket by selecting the Add button.

    A new ticket appears in the list of tickets.

  8. You can navigate through the new ticket by using the sidebar icons on the main FX Mobile Ticket Page.

Add a Ticket in the FieldFX Mobile App - Click to expand

In the FieldFX Mobile App, you can add new ticket.

  1. Open a job from the list of available jobs.

  2. Once the job is open, tap the Tickets tab.

    The tickets attached to the open job appears.

    If the job has no tickets, No Tickets appears.

  3. Select a ticket type.

  4. Tap + Add.

    A new Ticket window appears.

    Only certain fields can be edited.

  5. Complete the different sections of the ticket.

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

  1. When finished, click ✓ Save.

    The new ticket appears in the ticket list.

Add a Ticket Item in the FieldFX Mobile App - Click to expand

  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.

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

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

  9. 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.

  10. Select the desired item or items.

    The checkbox is filled in.

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

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

  12. 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.

  13. When finished, tap ✓ Finish.

    The Ticket Item grid shows the item you have added.

Add Quote Items for a Ticket

FieldFX Mobile

These steps are for the older FieldFX Mobile. The newer FieldFX Mobile App doesn’t support Quotes.
The FieldFX Mobile App only supports jobs and tickets. Quotes aren’t supported.
Add Quote Items in the old FieldFX Mobile - Click to expand

  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

Copy a Ticket in FX Mobile - Click to expand

  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.

Copy a Ticket in the FieldFX Mobille App - Click to expand

  1. Open the ticket list in the FieldFX Mobile App.

  2. Tap the ✓ Select button and then select the Ticket you want to copy.

  3. Tap the Copy button to copy the ticket.

  4. Change the information in the Items Details window and tap Next to move to the next screen.

    If the ticket you copied has ticket items, you will need to alter the fields for each item to separate it from the original ticket items on the original ticket.

    A field must be changed before the Next link turns from gray to green to separate the information from the ticket being copied.
    The number of Item Detail screens depends on the layout of the ticket.

A new copy of the selected ticket (with a new tracking number) appears in the list.

Use Ticket Status and History Reports

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

Additional Fields for 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 FX5__Changed_Date__c` 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.

Recommended Reading

For more information, see:

FieldFX Documentation Salesforce Documentation