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IT Tickets & Facility Requests (HCM Help Desk) ​

This page documents two shipped screens under Help Desk (hcm-helpdesk): IT Tickets and Facility Requests. They are the HR helpdesk screen for two more desks, so everything you know from HR Helpdesk works the same way: search help first, raise a ticket, follow it, reply, confirm and rate it, and, for agents, the queue and the agent actions. Not for plugin developers.

IT Tickets

Desks ​

Every ticket belongs to one desk: HR, IT or Facility. A ticket takes its desk from its category, so a person only chooses a category. Each desk has its own:

  • categories, with their own reply and resolution times, team and extra questions. IT starts with Access and accounts, Laptops and devices, Software and apps, Network VPN and Wi-Fi, Email and collaboration. Facilities starts with Workspace and seating, Repairs and maintenance, Cleaning and supplies, Access cards and security, Parking and transport, Meeting rooms and events. Administrators change them in the category editor, which lists one desk at a time;
  • numbering: HR-2026-000001, IT-2026-000001, FAC-2026-000001, counted separately;
  • figures: the tiles, charts and lists on each screen count that desk only, and Service Reports can report each desk on its own.
Facility Requests

What stays shared ​

The service clock (working days and hours), the escalation rules, ratings and the knowledge base and FAQs are the same for every desk. Tickets that existed before desks were introduced are HR tickets.