Tickets & Field Service
The Field Service module helps you manage customer complaints and field work — from creating tickets to assigning technicians, scheduling visits, and tracking progress. It has two pages:
- Tickets (
/home/tickets) — ticket list + detail + create - Schedule (
/home/schedule) — per-technician agenda (swimlane)
Creating a Ticket
Open Create Ticket
On the Tickets page, click Create Ticket.
Fill in Details
| Field | Notes |
|---|---|
| Subject | Summary of the issue |
| Category | Type of work (e.g. outage, installation) |
| Priority | Sets the SLA due date (due_at) automatically |
| Customer | Type to search subscribers then pick one to link (name/phone/address copied automatically), or type a free-text name for non-subscribers |
| Description | Issue details |
Assign & Schedule
Choose the responsible technician and (optionally) a visit date/time.
Assignment & WA Notification
When a ticket is assigned (either on creation or when the assignee changes), Cloudman sends a WhatsApp notification to that technician.
- Template:
wa_ticket_assign_template(its own variable set: ticket number, subject, customer, priority, category, schedule, assignee name) - Toggle:
wa_ticket_assign_notify(on by default) in the WhatsApp section of Settings - The notification is best-effort — skipped when the technician has no phone number, the toggle is off, or you assign to yourself.
Schedule & Photos
- Schedule shows a per-technician agenda in swimlanes, derived from assigned tickets.
- Each ticket can have photos attached (e.g. proof of install/fault), shown as click-to-enlarge images.
Roles
| Role | Rights |
|---|---|
Admin (ticket.manage) | View all tickets, create, assign, schedule |
Technician (ticket.view) | View tickets assigned to them + update progress/status |
The Field Service module requires the Ticketing (ticketing) subscription
and the View Tickets (ticket.view) capability.