Handle requests at the service panel
Monitor and update open service requests on a shared wall panel using wait timers and one-tap Start, Finish, and Reject actions.
The service panel displays all open service requests on a shared wall screen, grouped by floor and ordered by wait time. Each ticket shows an elapsed timer from the moment the request was submitted.
Understand the panel layout and timer colors
The shared queue groups requests by floor with oldest requests first and color-coded wait timers.
Each ticket displays the room, requested service, selected options (such as quantities or layout choices), remarks, and requester name. The elapsed timer changes color based on thresholds configured when the panel was set up:
- Default (neutral): Waiting within the standard response window.
- Amber: Waiting longer than the warning threshold; a team member should claim the request now.
- Red: Waiting past the overdue threshold; requires immediate attention.
Completed tickets show a grey check mark. When there are more open tickets than fit on a single screen, the panel automatically cycles through pages.
Start, finish, or reject a ticket
On a touch screen, tap any ticket to open its details and action buttons:
Tap a ticket to view its full order details and select Start, Finish, or Reject.
- Start: Moves the ticket to In progress across the panel, the app, and the admin console so the rest of the team knows someone is handling it.
- Finish: Marks the ticket as delivered and completed.
- Reject: Declines the request.
If you tap Finish or Reject by mistake, you can reopen the request and return it to New from the queue in the Offision app or the admin console. For the full status lifecycle, see How a service request works.
Scope and limitations of panel actions
The shared panel is designed for fast, anonymous status updates and has three important limitations:
- No requester notifications: Updating a ticket on the panel never sends an email or push notification to the requester.
- No staff response text: You cannot enter a Staff response note from the panel.
- Anonymous updates: Because the wall panel is shared by the team, status changes made on the panel are logged without an individual staff member’s name.
Whenever you need to write a reply, notify the organizer (for example, to explain why a request was rejected), or record individual staff accountability, update the request from the Offision app instead. See Move a request from new to finished.