Requests | Access

Summary

If you are reading this article, you might be wondering how to request something from IT. The ticketing system is divided into two parts, Incidents and Requests. Incidents should be used for problems. Requests should be used for "needing" something. Requests also go by the name "Service Catalog." Employees have mistakenly used Incidents to request items, and vice versa used Requests for incidents. The ticketing system is designed to be as simple as possible.

Incidents - something isn't working
Requests - I need something (new access, change information, change access, or request hardware, etc...).

This article will focus on Requests.

Why do we have requests? First, it separates the applications and hardware for easy visibility. Second, most of these requests go through some type of approval. Some are automatic based on job titles, others require a manager's approval.

Requests have confused people on thinking it's for lockouts, e.g., "I'm locked out of WellSky, I'm requesting to be unlocked." This is NOT the same thing. As mentioned earlier, requests are for access to new applications or requesting hardware.

! There could be a situation in which our Service Catalog doesn't have what you're looking for, so an Incident would be warranted for an unusual question or request.

Instructions

1. When you visit the IT ticketing system, you'll encounter the view below.

The SEARCH bar can be used for everything.

2. The SEARCH bar is recommended, but you can go straight to the shopping cart. Requesters will be able to see catalog items they have access to. If you don't see what is needed, you'll need to have your manager request the item on your behalf.

3. Find the item you need. You can scroll down the list, use the search bar, or click on the Service Categories to narrow down your search.

If you're unable to access any of those items, then you may not have access to it. Managers will have access to most.