A service desk agent can route a ticket to Facilities: see Route a ticket to Asset Management or Facilities.
How it arrives
- One ticket makes one job, as new, and coordinators are told.
- Its title is the summary the agent wrote. Facilities never sees the ticket's conversation.
- The job shows which ticket it came from, such as from the service desk's FAC-1001. You can search Jobs by that reference.
- Triage it like any other job. A desk's request is a proposal until it is triaged.
What the desk sees
Each time the job moves on, its progress goes back to the desk, which shows it on the ticket.
To tell the agent something, choose Note for the desk and write a short line. It is sent with the progress, and it is the only text from Facilities the desk sees. Work notes never leave Facilities.
If the desk withdraws or closes it
- Before the work starts, the job is cancelled.
- Once the work is under way, the job carries an exception for review: decide whether to finish or cancel it.
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