CFNI IT Support

Filling out a ticket correctly

Despite our best efforts in trying to explain how to create tickets correctly with the staff training we had when we introduced the ticketing system, we are still seeing tickets filled out incorrectly on a daily basis.

We want to remind you that we would like you to tell us what you need help with in the terminology that we understand so that we can be of service to you. We want you to understand the difference between a “Service Request” and a “Report Incident”. Users still seems to be confused between what this really means.

When you create a ticket, you will see two mandatory fields “Service Request” and “Report Incident” near the bottom of the form.

The first thing we want you to understand is that you cannot have a “Service Request” and a “Report Incident” together on the same ticket. It has to be either one, or the other but not both. Notice that each field has a little red asterisk next to it. This means, that these fields are mandatory. A valid selection is to be made on each field in the proper way.

So how do we go about doing that? Below is an example of how to fill out a request when you are experiencing an issue with your hard disk drive running out of space. Notice that we set the “Service Request” to “NONE FROM THIS LIST” (red box) and the “Report Incident” to “Computer/Peripherals – Low on Hard Drive Space” (Green Box).  

Please note the following: If your issue is a “Service Request”, then make sure that you select “NONE FROM THIS LIST!” for the “Report Incident”. Likewise, if your issue is a “Report Incident”, then make sure you select “NONE FROM THIS LIST!” for the “Service Request”.

What is a “Service Request”?

 A “Service Request” is when you want us to be of service to you in some way, in this case, “Nothing is broken”. When you select a “Service Request” make sure that you set “Report Incident” to “NONE FROM THIS LIST”.

Maybe a few examples will show this better:

• Move a computer
• Request a computer
• Request additional monitor
• Request a keyboard
• Request a mouse
• Request to add a printer
• Request an email address
• Request to move a network port
• Request Wi-Fi access
• Request temporary Wi-Fi for an event
• Request VPN access
• Request phone service
• Request to add an extension to existing phone service
• Request phone portal access

These are just a few examples of what a “Service request” is. For a more detailed list of valid “Service Requests” that may be asked for, see this comprehensive list in your IT Support Portal.

What is a “Report Incident”?

 A “Report Incident” is when something may be broken, or something is not working. You want to report an issue that needs repair.

Maybe a few examples will show this better:

• Computer not starting up
• Computer running slow
• Applications crash
• Mouse not working
• Keyboard not working
• Speaker not working
• No sound
• E-Mail not syncing
• Network port damaged
• No Wi-Fi access
• Not able to print
• Printer paper jam
• Unable to make copies

These are just a few examples of what a “Report Incident” is. For a more detailed list of valid “Report Incidents” that may be reported, see this comprehensive list in your IT Support Portal.

We trust that this helps to clarify the difference between a "Service Request" and "Report Incident".

Reminder: If you are not sure what selection to make, you can always chat to us by using the "CHAT" facility on the intranet landing page we showed you last week. Just click on this link.

Remember, we are here to be of service to you.

IT Support team