If customers contact you with Incident Requests and Service Requests, encourage them to submit a ticket at https://itsupport.houstonmethodist.org. Avoid submitting the ticket for them or asking the IT Service Desk to enter these tickets. However, if you’re telling the customer that you’ll enter a ticket, then you’ll need to do that. Best practice: Customers enter their own tickets.
If an IT colleague asks your team for help, reply by asking the colleague to submit a ticket, with a gentle reminder about this IT requirement. Submitting a ticket provides a record, letting us accurately measure the number and type of requests. If anyone keeps separate files elsewhere, we lose vital tracking information.
