All IT employees must enter and submit their own Incident Requests (IR) and Service Requests (SR) in ChangeGear, instead of emailing other IT team members. This requirement became effective last February, but some teams continue receiving emails when IRs or SRs should be submitted instead.

If your team receives emails from IT team members requesting help: Reply to the email by asking the team member to submit an IR or SR, with a gentle reminder that this is an IT Division requirement.

If your customers contact you with a request: Encourage them to contact the IT Service Desk to submit their own tickets. Avoid submitting the ticket for them, and don’t ask the IT Service Desk to enter these tickets or forward an email to the IT Service Desk to have them create the ticket. If you’re telling your customer that you’ll enter the ticket, then you need to do that. Note: Best practice is for our customers to create their own tickets.

Why is this a requirement? Submitting a ticket provides a record, letting us accurately measure and report on the number of requests. If anyone keeps separate files elsewhere, we lose vital tracking information.