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: Navigate in Dalux FM on the mobile app
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.
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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 Team or person within a Team can be selected.
When done you can save the changes by pressing the icon in the top corner.
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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 opening a ticket and pressing the -icon. From the new menu, press
Create as work order.
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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. Changes to tickets are always logged in the history and shown at the bottom of the ticket.
If you need to learn more about how to use work orders in the Dalux FM mobile app, you can read this article: Managing work orders on the mobile app.
From the menu, linking tickets to existing work orders is also possible, by pressing
Add to work order. This can be useful if multiple tickets are regarding the same issue. If multiple tickets are added to the same work order, all reporters will receive notifications when the 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 on the -icon.
From the new menu, press Send message to reporter. This will send an email to the reporter and the message is logged on the ticket.
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You can also press the -icon at the top to see the full contact information from the reporter.
If the reporter has entered a phone number, it is possible to call or send an SMS directly from here.
How to reject tickets
Tickets are rejected by opening the ticket and pressing the -icon. From the new menu, press
Reject HelpDesk.
Before sending the rejection, it is possible to enter a rejection message which will be sent to a reporter. The internal reason message will be logged on the ticket, but not be visible to the reporter.
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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: 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.
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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.
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Either method will bring you to the 'New 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.
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Read more
If you want to learn more about managing tickets on desktop, you can read this article: Managing tickets on Dalux FM desktop.