This article covers how to manage tickets in the Dalux FM app. Using the app allows you to handle tickets while on the go. You can edit existing tickets, assign them, reject them, or make them into work orders.
If you are brand new to using the Dalux FM app you can read more about how to use it here: How to navigate in FM on mobile
Table of contents
- How to manage tickets in the mobile app
- How to assign tickets
- How to make tickets into work orders
- How to communicate with reporters
- How to reject tickets
- How to create tickets
How to manage tickets in the mobile app
When opening the Dalux FM app you will see the work order tab. At the top of this tab are the inboxes for tickets.
My tickets and
Team tickets will always be visible, and depending on permissions you might also see
Other teams’ tickets.
How to assign tickets
If you need to assign or reassign tickets, it is done by opening an inbox and finding the ticket - either manually in the list view or by searching for it.
Open the ticket and click the -icon in the top right corner.
In the allocation area, click Team or Responsible for the ticket. This will open a window, where a different responsible can be selected.
When done you can save the changes by pressing 'Save' in the top corner.
This will move the ticket to the inbox of the selected responsible. Changes to tickets are always logged in the history and shown at the bottom of the ticket.
How to make tickets into work orders
If a ticket needs to be made into a work order, this is done by:
Open the ticket and press
Create as work order.
You can then review the work order and change or add information as needed.
Make sure to double-check that you have selected the right responsible person and set the desired deadline.
When you are done, press 'Save' in the top right corner, to create the work order. This will move the ticket to the work order inboxes of the selected responsible.
Read more
If you need to learn more about how to use work orders in the Dalux FM mobile app, you can read this article: How to respond to Work orders on mobile..
You can also link tickets to existing work orders. This is done by pressing:
'Add to work order'
Select a work order.
This is helpful for related tickets. When multiple tickets are linked to the same work order, all reporters will be notified of status changes.
How to communicate with reporters
If a ticket requires more information from the reporter, it is possible to message the reporter.
Open the ticket and press
Send message to reporter.
This will send an email to the reporter and the message is logged on the ticket.
How to reject tickets
If a ticket needs to be rejected it can be done by:
Open the ticket and press
Reject HelpDesk.
Before sending the rejection, it is possible to enter a message which will be sent to a reporter. An internal message can also be entered, which will not be visible to the reporter.
How to create tickets
Ideally, tickets are submitted using the Dalux FM HelpDesk app or HelpDesk portal.
You can read more about sending tickets in the Dalux FM HelpDesk App here: How to send Tickets using the HelpDesk mobile app.
If needed new tickets can be created in the Dalux FM app. This can be done in two ways:
- Scan a QR code generated from a room or asset
- Selecting a location either on the map view or a floor plan/drawing
When scanning a QR code with the -icon from the work order tab, the room will open, and a new ticket can be created by pressing the
-icon and then selecting 'Create ticket' from the pop-up.
To create tickets from Locations, press on the map or a drawing/floor plan and then press
Create. Then select 'Ticket' from the new menu.
Either method will bring you to the 'Create ticket' screen.
The placement data will be automatically added based on your selection. You can then select a topic and fill out the required information.
Please note, that when creating a ticket this way, you will be set as the reporter of the ticket.
Read more
If you want to learn more about managing tickets on desktop, you can read this article: How to manage Tickets on desktop.