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toner cartridge, requesting access to a service that they have already been given permissions for, requesting a password change. If a service request happens during a period of time where many incidents are happening, or major outages are occurring, it may be put on hold and ignored until after the higher priority outage has been restored. Incidents always take precedence over service requests.
Incident Logging
All incidents must be logged in order to capture historical data regarding issues within the environment. These ticket captures allow a location where information can be stored regarding what happened, who
responded, work-arounds provided to restore service, and time required to complete restoration. Often, users will “hi-jack” IT personnel in a common area asking for help “off-the-books”. Tickets should be opened and documented even in these one-off situations. The most important issue is that the information be captured to help with the next time this issue arises.
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Always...Open a Ticket