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