If you prefer that tickets be reviewed before processing, you can set up a help desk for your FM portal. This help desk can verify whether the category and building are correct. After the review, the help desk can forward the ticket as is, make adjustments before forwarding it, or cancel the workflow for the ticket. The ticket is only forwarded to the service group after it has been reviewed by the help desk.
Note: The helpdesk can be configured per building and service category.
Prerequisite
You have permissions in the System Control Panel.
You have already created the group that is to serve as the helpdesk.
Procedure in the FM Portal
Path to the starting point: System Control - Infrastructure Building Management - Service Ticket - Service Ticket Responsibilities
Click New... in the toolbar.
In the Identification section, fill in the required fields Building and Service Category.
Check the box next to "Reporting Office Required" in the Reporting Office section.
In the Reporting Office Group field, select the service group that should review the service tickets before processing.
Click Save in the toolbar.
You have now created a reporting office for the combination of building and category. This reporting office can now review incoming tickets.