This article covers how to create and manage tickets on Dalux FM Desktop. Tickets can either be created or will automatically come from reporters via the HelpDesk portal or mobile HelpDesk app. When working with tickets in Dalux FM HelpDesk it is possible to convert tickets into work orders or reject the ticket.
Table of contents
- How to navigate in Dalux FM HelpDesk
- How to make work orders for tickets
- Changing the content of a work order
- How to reject and close tickets
- How to create new tickets in Dalux FM
How to navigate in Dalux FM HelpDesk
User rights
You must be a Dalux FM or HelpDesk administrator or have 'Edit HelpDesk' permissions in your user role to manage tickets. User roles can also have view access to HelpDesk. You can read more about user roles here: User roles and regions.
To get an overview of the tickets in your Dalux FM instance, go to HelpDesk
All tickets.
This will open up the overview of all the tickets you can access. If you are a Dalux FM administrator, you can see all tickets regardless of other user roles or permissions.
In the Tickets side menu you can navigate between the different inboxes. Inboxes will automatically populate based on who is responsible for tickets - such as personal or team tickets. There are also inboxes based on ticket status - such as completed or rejected tickets.
(Click the image to enhance)
Tickets in Dalux FM are shown in a detailed view. You can change to the traditional list view by clicking the -icon top right. When clicking on a ticket in the list view, you will have several options in the toolbar.
(Click the image to enhance)
Show ticket opens the ticket in full view. This can also be done by double-clicking on a ticket. When the ticket is shown, all the information is displayed. This is covered in detail below.
Assign can reassign the ticket to another responsible person within the same team or to a different team. If you are using the detailed view (as shown above) you can also assign the ticket by clicking on the responsible name in the list.
(Click the image to enhance)
Add to work order is used to add one or more selected tickets to an existing work order. This should be used if multiple tickets are reported for the same issue. This way if multiple people report the same issue, they will all be notified of changes to the Work order.
Change status allows you to reject a ticket. When rejecting a ticket, you can enter an internal and external message.
Tickets can also be rejected in the detailed view, by clicking on the status and selecting Reject.
In the detailed view, you can convert a ticket into a work order using the status column.
(Click the image to enhance)
Show floor plan can be used to view tickets on a drawing if the reported placed the ticket on a floor plan.
In the More menu, you can:
-
Delete ticket
Set view mode preference
Open HelpDesk portal
Export to Excel
How to make work orders for tickets
When a ticket is submitted, it needs to be evaluated to determine if it should be continued or rejected. If it is deemed that the ticket should be continued, a work order can be created.
A work order can have various statuses, a deadline, priorities, and expected costs.
Creating a work order can be done in different ways:
Make a work order when viewing the ticket
Open a ticket either by using Show ticket or double-clicking the ticket.
The ticket can then be turned into a work order, by clicking on 'Make work order'.
When making tickets into work orders this way, you can customize and change information before the work order is created.
(Click the image to enhance)
Change the status of the ticket in the detailed view
If you are using the detailed view, you can click on the status of a ticket and make a work order from here.
When making work orders this way, you can customize and change information before the work order is created.
(Click the image to enhance)
Make work orders for multiple tickets
You can automatically create multiple work orders for multiple tickets.
Select multiple tickets, and then click Change status in the toolbar. Then select
Make multiple work orders.
Note, that you cannot change anything before creating work orders this way, but the work orders can be edited afterward.
(Click the image to enhance)
Changing the content of a work order
When a work order is created, a new window will appear, displaying the work order and its information.
This article covers the standard work order template that is available in HelpDesk.
The topic name and the reporter's description are added as the work order name.
The status can be changed when creating the work order but is intended to be used by the responsible for the work order - such as when they start working on the order.
If you also have the operations & maintenance (O&M) module, you can change the template used by the work order. If you do not have O&M a standard template is used, which cannot be changed.
The description and images from the ticket are added to the work order. They can be edited if needed.
Placement data is also added from the ticket to the work order and can be changed if needed. You can change the location and link to assets if more precision is needed. E.g. if a reporter did not mark the location on a floor plan, you can do so yourself here.
(Click the image to enhance)
At the bottom of the work order, you can see the reporter(s). It is also possible to manually add more reporters.
In the responsible area the team and responsible are automatically added to the ticket based on the setup. It is possible to change these in case someone else should be responsible for the work order.
Supplier can only be changed if you have the O&M Pro module and are using the supplier portal.
Deadline information is pulled from the template and can be changed if needed.
In the miscellaneous area, you can change priority and work order type. You can also toggle if the work order is statutory, or warranty related.
Finally, the expected costs can be entered or calculated.
(Click the image to enhance)
When the work order is ready, click 'Create'.
How to reject and close tickets
If a ticket does not require a work order, it can be rejected and closed.
Tickets can be rejected by changing the status, as shown above:
- Open the ticket and click on 'Reject'
- Click on the status of the ticket in the detailed view and select 'Reject'
- Select one or more tickets, then click on
Change status, and click on
Reject
If a ticket is rejected, you can add a cause (internal) and a message to reporter.
Both messages will be logged on the ticket, but only the message to reporter will be visible to the reporter. A rejection notification will be sent to the reporter(s) via email, even if no message is entered.
(Click the image to enhance)
When a ticket is rejected, the status of the ticket will change to 'Rejected, closed' and move to the corresponding folder.
Tickets can be reopened by changing the status to 'Reopen'. Doing so will notify the reporter based on the notification settings in the Dalux FM instance.
You can read more about notification settings here: Notifications settings for tickets.
How to create new tickets in Dalux FM
Ideally, tickets come directly from reporters via the HelpDesk Portal, but it is also possible to create new tickets directly in the Dalux FM on the desktop.
User rights
You must be a Dalux FM or HelpDesk administrator or have "Edit HelpDesk" permissions in your User role to be able to create new Tickets.
New tickets are created by going to HelpDesk
All tickets
Create ticket.
(Click the image to enhance)
When creating a ticket directly in Dalux FM you must enter a description. You can add photos, placement information, and assets.
In the responsible area, you have to select a team and a team member who is responsible for the ticket.
You have to manually add reporter information and assign the ticket to topic.
An email is required for the reporter. This email will receive updates on the ticket status.
Please ensure that the topic is assigned to the appropriate responsible team.
When done you can click on 'Create' and the ticket will be added to HelpDesk.
Read more
If you want to learn more about managing tickets on mobile, you can read this article: Managing tickets on the Dalux FM mobile app.