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Re : IT and Facilities

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Hi Stu1,

If your requesters are logging tickets via the self service portal you would need to set up Templates that are defined as being for IT or Facilities (Group = IT or Group = Facilities).  Alternatively you could create a Business Rule that routes the Incident to the appropriate Group based on the Category selected etc.

You would also need to configure 2 Support groups -  IT & Facilities and you could then also utilise separate email address for each.

set3 Solutions are a UK ManageEngine partner, if you are based in the UK give us a call and we can guide you through this as necessary.

Best regards

set3 Solutions 

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