Workplace Experience integration: Ticketing module activation and information

Laura CARBO

12 October 2026 07:13

Info

Keep in mind: This module can only be used when using the Workplace Experience App. If you’re setting up a Asset-Workplace Experience Integration, this module can only be activated after finishing the Workplace Experience integration: Reservations module activation and information.

A high level overview of ticketing in WPE can be found here: High level overview of Service Requests (Ticketing) on Workplace - Product - Spacewell Wiki

For more information on how to enable this functionality on the Workplace Experience side, see: Workplace App: Service request

1. Workplace Experience integration: Ticketing module in general
2. What is this module about
3. Choices to be made within the module
4. How to activate this module
5. Additional reports
6. Additional settings and options after enabling
7. Additional information
8. User manual
9. Q&A

1. Workplace Experience integration: Ticketing module in general

This module activation is used to setup the integration between Asset and Workplace Experience (WPE) for the ticketing module, (requests) from an Asset point of view.

Workplace Experience touch points can be used by end-user to create tickets/requests, were Asset will be the background system, used for handling these tickets.

This article only focuses on setting up this integration for the Asset side. For the Workplace Experience side, see the relevant articles in Workplace Experience.

2. What is this module about

This module activation is about the integration of the Asset Request module with Workplace Experience. End users will be able to create tickets from the Workplace App and Go, similar to creating a request in Asset.

In Asset the service types which need to be selectable from the Workplace App and Go, can be managed. The customer can determine which service types need to be available to select in the Workplace Experience touchpoint and which service types don’t.

For the service desk employees handling the requests, the same process and options apply as regular requests created via WPM itself. For more information on the content of this module, including detailed descriptions of some of the core components, see Request module in the Application Managers part.

Next to manually creating tickets/requests, one service type can be selected to be used for a automation. When a pulse count reaches a specified threshold, a ticket is created with the specified service type.

3. Choices to be made within the module

Since this module is about the integration of the request module with Workplace Experience, see Request module activation and information for the relevant choices to be made in the request module.

4. How to activate this module

As for every new module, use the ‘Module activation’ option on the administrator startboard (only available for level 2 and level 3 admins). For more general information about these 'Module activation' options, see Module activation

4.1 Prerequisites before activating this module

The ‘Workplace Experience integration: Ticketing module’ requires both the ‘Requests module’ as well as the ‘Workplace Experience integration: Reservations module’ to be enabled beforehand.

4.2 Module activation

For this specific module activation, multiple settings and options apply:

Settings to be determined

Requestors only use Workplace Experience touchpoints: If end users only use Workplace Experience touchpoints to create tickets, no tasks need to be generated in Asset, in case a service desk employee needs more information from the requestor or the requestor needs to review the handled request. Instead of a task, an email can be sent¹.
Also, several service type settings will be hidden if end users only create tickets in WPE.
New service types to Workplace Experience: By default, all new service types are automatically linked to the external app and exposed to Workplace Experience. It is also possible to manually link each applicable service type by changing this setting to 'Add manually to External app'.
Service type to be used by brainrule (automation): Select one specific service type from the default service type scheme, which is used for tickets created by an automation, when a specific pulse count threshold is exceeded. Next to this setting, the threshold can be configured in Workplace Experience Studio, and the automation itself needs to be configured by the development team. Be aware: This is only relevant if such a brainrule has been configured on the Workplace Experience side.

Note

If the end users only use Workplace Experience and do not log into Asset, the request for more information will not generate a task in Asset. Instead, an email can be send to the user informing them to give more information via the Workplace App or Go. However, the option to add comments (and actually add more information) to a ticket, will be introduced in release 26.2.

Note

When linking the relevant service types to the WPE external app, make sure always to link any parent service types as well; otherwise, the service types will not be shown/selectable in Workplace Experience.

For more info on the external app and linking service types, see: https://support.spacewell.com/space/KB/932544543/External+app#2.1.6-Ticketing

4.3 Data imports

For this module activation, no data imports are relevant. For more information on data imports in general, see: Data imports

4.4 System groups

When a module is activated, system groups can be assigned to user profiles. These system groups give users access to (a subset of) navigation menu options, startboard tabs, and tasks in the relevant workflow(s).

For this module activation, no additional system groups are relevant. Since this module is about the integration of the Request module with Workplace Experience, see Request module activation and information for the relevant system groups for that module.

For more general information on user profiles, system groups, users, and the user profile dashboard, see: Authorizing users

4.5 Navigation menu and startboard options

Since this module is about the integration of the Request module with Workplace Experience, see Request module activation and information for the relevant navigation menu and startboard options in Asset.

5. Additional reports

Since this module is about the integration of the Request module with Workplace Experience, see Request module activation and information for the additional reports in Asset.

6. Additional settings and options after enabling

Since this module is about the integration of the Request module with Workplace Experience, see Request module activation and information for the additional settings and options after enabling in Asset.

7. Additional information