The IT team is working to streamline the HelpLine ticket process. The team has created templates for services other than routine troubleshooting. Those templates include, but are not limited to:
- Software and hardware purchases
- Professional services
- Maintenance requests
- New user account and hardware setup
- Employee terminations
If you are submitting a HelpLine ticket for other than troubleshooting support, you must follow the following guidelines:
1. Include supervisor approval: All HelpLine tickets must include approval from your direct supervisor.
Supervisor approval is required for any software, hardware, or service request (other than troubleshooting), even if you are a CAM or PCE. This ensures the request is necessary, supported by upper management, and maintains proper separation of duties.
2. Provide detailed justification: Tickets must include a clear and thorough justification.
Statements like “This is needed by the project” are not acceptable. Instead, you must include:
- The project name and building/location where the purchase or service is needed
- The purpose and expected outcome of the purchase/service
- Any alternatives considered or previously attempted
The more detail you provide, the better we can support and expedite your request.
HelpLine tickets also play a vital role in helping IT, Development, and Cybersecurity teams track issues, document resolutions, and meet compliance requirements.
