Tickets
Introduction
A ticket records details about specific work completed on a job.
When you add a ticket, you can:
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Add ticket items
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Attach FX Reports
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Attach FX Forms
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Attach files
The Attachments feature in FieldFX has been deprecated and replaced with the Files API. To upload files to tickets or jobs, make sure the FXL File Viewer Lightning Components is added to the ticket or job record page.
Follow the steps in Set Up Attachments Using the Files API.
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Use a ticket checklist
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
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Add a ticket to a job.
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You can also copy a ticket.
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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. -
Attach a ticket report to document the work completed and get the report signed by the company man.
Add a Ticket
FieldFX Back Office
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Open the Tickets tab.
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Click New.
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In Record Type, select a ticket type.
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Click Continue.
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Enter details and click Save.
FieldFX Mobile
Click to expand, click again to collapse
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Select Tickets on the sidebar.
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Select the ticket.
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Select Items on the sidebar.
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Select a dynamic parent item.
Enable Dynamic Parenting must be selected in the linked Price Book. -
Select
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Select Add Child Items.
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Select child items.
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Select
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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.
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You can also enter details before saving.
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The child items display below the parent item.
Add Quote Items for a Ticket
FieldFX Mobile
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Select Tickets on the sidebar.
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Select a ticket for a job created from a quote.
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Select Items on the sidebar.
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The Ticket Item Wizard 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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Select
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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.
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Select Quote item.
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Select
.Child items get added automatically when you add their parent item. -
You can also add the details before saving.
Copy a Ticket
FieldFX Mobile
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In FX Mobile, click Jobs and then open a job.
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Select on a listed job to open it.
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Select on Tickets.
A list of tickets for that job appears.
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To copy a ticket, tap
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.
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On the Copy Ticket window, edit any ticket details if necessary.
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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.
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Ticket Status Detail Report
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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 | ||
|---|---|---|---|
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Records the status from which the Ticket is changing. The entry is copied from the Ticket’s previous status’s New Status field.
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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.
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A formula that calculates the number of days the Ticket remained in |
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A formula field that calculates the number of hours the Ticket remained in |
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.
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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: |
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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.
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Use the four report toggle options to change how the report displays: |
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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: |
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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.
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Use the four report toggle options to change how the report displays: |
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Recommended Reading
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FX E-Ticketing Minimum Permissions - Learn the minimum permissions required to use tickets