The eTASK.Serviceticket module allows for the structured handling of incidents, requests, and service tasks via a workflow. Before the module can be used in production, various master data, responsibilities, and workflows must be configured. This article describes all the necessary steps for setup and approval for operational use.
Preparatory Activities
Determine the intended use
To begin, it is helpful to clarify the scope the Service Ticket system should have in your company. First, determine which processes you want to map using eTASK.Serviceticket. Depending on the result, individual setup steps can be adjusted or skipped.
Clarify the following questions in advance:
Which service categories should be offered? (e.g., janitorial services, IT support, cleaning)
Should there be a reporting center that reviews tickets before processing and adjusts them if necessary?
Should approval by supervisors or budget managers be required before a ticket is processed?
What service hours apply to the respective service categories?
Should escalations be triggered if response or processing times are exceeded?
Check rights and requirements
First, define the responsibilities within the team. From these responsibilities, you can then easily derive and assign the appropriate permissions for each employee. You can find instructions for assigning permissions here: 📄 Die Standardgruppe IC1060
Once the respective responsibilities have been determined and the corresponding rights assigned, first check whether each employee can actually see and access all menu items relevant to them.
Note: Missing permissions often result in content being invisible or uneditable.
Additional data that must already exist in the system for the module to be put into operation:
Required:
All employees involved in the process must be entered in the personnel list 📄 Neue Benutzer anlegen IC1516
At least one location, one building, one floor, and one room must be created 📄 Das Standortformular IC1262 📄 Das Gebäudeformular IC1263 📄 Das Etagenformular IC1264 📄 Das Raumformular IC1233
Ticket generators must be assigned to a room (Basic Data → Staff List)
Optional:
A separate company must be specified in the basic information if internal service groups are to be used
1.) Populate the portal with basic data
Once the preparatory tasks are complete, you can begin the actual implementation of the Service Ticket module.
a. Map the property: Create at least one location, one building, one floor, and one room. 📄 Das Standortformular IC1262 📄 Das Gebäudeformular IC1263 📄 Das Etagenformular IC1264 📄 Das Raumformular IC1233
b. Create participants: Create all participants involved in the process. 📄 Neue Benutzer anlegen IC1516
Tip: Think in advance about the participants in the service ticket workflow: Which people create tickets? Should each ticket go directly into processing, or should someone review and approve the tickets? Who provides the services?
2.) Create and configure service categories
Service categories determine the type of service ticket. The category specifies which service group is responsible for processing it. Review the existing service categories and adapt them to your company’s needs, or create new categories.
You can find the service categories under:
System Settings → Infrastructure Building Management → Service Ticket → Service Categories
Note: It is advisable to use consistent terminology and avoid duplicates. Service categories should be carefully coordinated in advance, as they form the basis for assigning responsibilities and subsequent evaluations.
3.) Create service groups and permission groups
Service groups are groups of people who are responsible for a specific service category in one or more buildings. The service group receives the tickets, and its members process the tasks contained therein.
Create a service group
Create a new service group under System Settings → Portal Options → Rights Management → Groups and Rights:
Assign the executing company to the group.
Enter a clear and readable name (e.g., “Janitorial services provided by internal staff”).
Check the Service Group checkbox.
Assign service technicians to the service group
Under Basic Data → Staff List, open the staff record for the respective employees. In the "Assignment to User Groups" section, assign the service group you just created as well as the "Service Ticket (Edit)" group to them.
Create a ticket creator group
Under System Settings → Portal Options → Rights Management → Groups and Rights, create a group for ticket creators. Either make this the default group or assign individual users to this group. 📄 Die Standardgruppe IC1060
Note: Ensure that all employees who are supposed to be able to create a service ticket are assigned to a room (Basic Data → Staff List).
4.) Set up service ticket responsibilities
Responsibilities define which service group is responsible for which service category in which building. Without a corresponding entry in this list, the workflow for a ticket cannot be initiated.
You can find the responsibilities under:
System Settings → Infrastructure Building Management → Service Ticket → Service Ticket Responsibilities
Create a responsibility for each combination of building, service category, and service group.
Tip: If you want to create a responsibility for all your buildings, open the Service Categories table under Control Panel → Infrastructure Building Management → Service Ticket → Service Categories. Click Tools → Create Responsibility for All Buildings in the toolbar. An entry is created for each building in the Responsibilities table.
Configure Response Time and Processing Time
In the responsibility, you can specify the timeframes within which tickets must be processed:
Response Time [Minutes]: Specifies how quickly someone from the service group must accept the ticket or set its status to "Under Review" before an escalation email is sent.
Processing time [h]: Specifies how many hours are available to process the task contained in the ticket.
Set service time (optional)
Define the start and end times for the respective service. The service hours are taken into account when calculating deadlines (e.g., for escalation emails) in the workflow. 📄 Servicezeit einstellen IC2515
Set up a reporting center (optional)
If tickets are to be reviewed and, if necessary, adjusted by a central office before processing, set up a reporting office. 📄 Meldestelle einrichten IC2698
Configure approval (optional)
In the "Approval of Responsibility" section, you can specify whether approval is required for this service in the respective building:
Check the "Approval Required" box to use the approval feature.
In the Approval Group field, select the group that should approve the ticket.
In the Number of approvals required field, enter how many people from the approval group must approve the ticket.
Note: To use the approval function, the "General Approval" workflow must be installed.
Note: If the "Number of approvals required" field is left blank, every single person in the group must approve the ticket.
Configure Escalation (optional)
Under Service Ticket Responsibilities, the escalation function can be controlled in the Escalation section:
Escalation Interval [Days]: Specifies the interval at which a ticket should be escalated again after the first escalation.
Number of escalations: Specifies how many times a ticket should be escalated before the escalation loop ends.
Group to be notified: This group is notified after the last escalation in addition to the service group.
Note: The times at which escalation emails are sent also depend on the entries in the Service Time section. Service time is taken into account in the workflow.
5.) Check and configure the workflow
Open the entry for the Service Ticket workflow under Control Panel → MyFM → Configuration Services/Workflows → Workflows. This contains a traffic light view in the Commissioning section.
If a red traffic light is displayed there, the issue mentioned in the note must be addressed so that the traffic light turns green. Check all traffic lights and resolve any outstanding issues before putting the workflow into operation.
Result: If all traffic lights are green, the workflow is correctly configured and ready for use.
6.) Set up service tiles and menu permissions
Customize service tiles (optional)
If you want to offer ticket creators service tiles that allow them to create tickets quickly and easily, you can activate and configure them.
Assign menu item
Finally, you must assign the menu item MyFM → Services to the Ticket Creator permission group so that these users can create tickets. 📄 Rechte auf Menü, Infobereiche und API-Pfade vergeben IC1065
7.) Functional Test and Release
Finally, you should perform a final check to ensure that all master data is present and that the service ticket workflow is functioning correctly.
Recommended test steps:
Create several test tickets in different service categories.
Verify that the tickets are routed to the correct service group.
Check whether escalation emails are sent correctly (if configured).
Check whether the reporting center is functioning correctly (if configured).
Check whether approval works correctly (if configured).
Tip: Before releasing the Service Ticket product, it is recommended to create a series of test tickets and run through the entire workflow once.
The service ticket system can now be used by operational users, and approval for operational use can be granted.
Next Steps
📄 Der Workflow von eTASK.Serviceticket IC1002