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Overview
After evaluating an issue with your SME and project team, and you are still unable to resolve it, please review the definitions below to determine if you need to report a problem or request a service. When requesting to modify an existing workflow or configuration, please complete the Request Change Form here and submit it to your department Business Analyst to circulate for approval.
Definitions
Reporting a problem: A problem is the cause of one or more incidents. The cause is generally unknown when the problem record is created. It is the responsibility of the IT department to investigate, troubleshoot, and when necessary, report the issue to the vendor.
Request a service: Service requests are often low-risk requests that can be resolved quickly, i.e. adding a new user or modifying a user's permissions.
Change Request: Change requests are modification requests that could pose high-risk if not thoroughly vetted. Change Requests will be processed through the adopted vetting process.
Instructions
Launch the g|net Employee Network home page
- Select IT Help Desk (Team Dynamix) from the Work Requests drop down
- Select Submit a New Ticket
- Choose Application Support
- Select Existing Business Application
- Choose a request type:
- Report a problem = Break/Fix
- Request a service = User permissions, group project access, etc.
Populate all required fields (*) depending on request type
- Enter the Point of contact or Requestor
- If the Location doesn’t populate, choose from the drop down
- Enter a Ticket Subject or Title (brief description)
- Enter a Description (Describe the service/problem in full details)
- Include: ProjectDox, Project ID, Project Template(s), Project Group(s), etc.
- Update the Impact
- Choose an Urgency
- Choose an Application Request from the drop down (when applicable)
- Choose an Application Type from the drop down (when applicable)
- Upload an Attachment (when applicable)
- Select Submit
Request a Service example below (Report a problem has similar fields):
