Working across departments (beta preview)

Departments bring Facilities, Administration and other school requests into the existing Tickets workflow. Your school configures each team’s services and staff access under Departments.

Send a request

In the school portal, open Report a problem. Choose the department, choose a service if offered, and answer its required questions. Add the building or location and a clear subject. Details and a photo are optional.

For example, send a leaking tap to Facilities, select Room fault if your school offers it, and enter the room. You do not need to invent a device record. Use the existing repair workflow for damaged ICT devices.

Changing a department or service clears the previous service’s answers. If the department list cannot load, use Try again; the form cannot submit until access and required fields are resolved. An existing ICT-only school keeps its normal request form without an extra department choice.

After submission, the ticket shows its department, location, submitted service name and answers with the original question labels. Those labels are retained when a form changes or the ticket is transferred. You can follow your own requests and reply in the portal even when different departments handle them. Other people’s tickets and internal notes remain outside the requester view.

If a photo fails after the request has been created, the portal opens the existing ticket and tells you to attach it in a reply. Continue that ticket instead of sending the request again.

Work the queue

Open Service desk, Tickets. Choose a department in the filter row to narrow the requests you can access. All accessible departments combines the desks your membership, role and campus allow. Queue and assignee filters still apply.

Staff New ticket uses the same department, service questions and location fields. Department workers still need ticket permissions for each action; being a member does not grant device management or directory access.

Transfer a request

On the ticket, choose Transfer department. You need both ticket.update and ticket.transfer, plus access to the current and receiving departments. Choose a different department and give a reason of at least ten characters.

The transfer preserves the ticket number, requester and conversation history, including attachments. The receiving team gains access to that history. Review it before transferring and record a useful reason. Assignment and service routing are adjusted for the receiving department, and the reason is audited.

After a successful transfer you return to Tickets. You may lose access to the ticket if the receiving department is outside your subsequent membership. A rejected transfer leaves the dialog and reason available to correct or retry.

Merging and unmerging require tickets and their merged history to belong to the same department. Transfer the work with the appropriate access before attempting to combine it with another department’s request.

Paused departments

A paused department stops accepting new requests and operational changes while retaining its history. Ask a school administrator to review its status. It is not a reason to duplicate the ticket in a different queue. Recurring work must be explicitly restarted by an administrator after the department returns.