It is very common for Facilities teams to be asked to move things within a building, or from building to building. Whether it be tables, chairs, bookcases, cabinets, or large equipment. These moves require a lot of planning and coordination!
Ann Arbor School District in Michigan created a wonderful solution to be sure they receive the details they need to make their scheduled moves successful!
They created an issue type called Scheduled Moves.
Next, they created some custom fields that allow them to gather the details they need. They chose to make them required so that the requestor cannot even submit the ticket without providing the information. They also added a colorful information field that will be sure to get their attention!
Adding their custom fields to the Tickets tab and adding these filter conditions ensures that these custom fields will only appear when a requestor selects “Scheduled Moves”.
Now when a requestor is submitting a ticket and selects the Issue Type “Scheduled Moves” they are prompted with the custom fields requiring them to add their details:
Creating a ticket status for Pending Moves using an On Hold workflow ensures that as those tickets are submitted, they are not counting against their SLA. You can also choose to use an In Progress workflow if you prefer.
Using rules, they are having this ticket routed to the correct agent and setting the Pending Move status. This ensures that the ticket dashboard view is very evident as to what this ticket is about and who it is assigned to.
In the ticket view you can see the responses to those custom fields to ensure that the agent has what is needed to complete the move.
