Overview
On our home page and in our service catalog, we have two main types of tickets: Something is Broken and I Need Something. These ticket types represent the two major ticket classifications outlined in ITIL best practices: incidents and requests.
If your work has stopped, submit a Something is Broken ticket. For requests, select I Need Something.
Definitions
-
Something is Broken: This submits an incident to the team. Incidents are unplanned interruptions or reductions in the quality of a service. Submit this type of ticket if your work has stopped.
-
I Need Something: This submits a service request. Examples might include access, information, and reports. You can browse our request catalog here.
Why does this matter?
Understanding whether something is broken or if you need something helps us:
-
Prioritize our work - We prioritize issues where something is broken over normal service requests
-
Understand trends - This helps us better manage our services and provide you with a better experience using them
-
Allocate resources - We allocate resources to address work interruptions first
-
Reporting - Understanding the breakdown of incidents vs requests allows us to make better decisions when it comes to managing our services.
Additional Information
We understand that you may not always know what to submit, and that’s okay! We can always update the classification after a ticket has been submitted. The most important thing is to share as much information as possible about what you need and what you’re experiencing so the team can understand the whole picture when we receive your ticket.