You should log a call if either:
- You need to request access to a service / system, for example, access permissions to a shared mailbox or need some software for your role (“I need something”), or,
- something you usually use is not working as expected (“Something is broken”).
The something is broken icon will create an incident and generate a reference number preceded by INC. The I need something icon will create a request and generate a reference number preceded by REQ.
Tip: Incidents and requests are individually triaged so logging something as an incident does not necessarily mean it will be resolved more quickly.
The My Activity icon allows you to see any / all calls you currently have open and their status.
Tip: When completing the online form, you do not need to enter your email address in the Alternative email address field as the system will know it is you from your login to the system. If you do add your email address here, you will receive two email notifications every time you are contacted.
Form entries in red are mandatory and must be completed or you will not be able to submit the form.
Complete a ‘summary’ of your request / issue. This should be succinct, representative of your issue or requirement and relevant to you. When you receive call updates, the summary and reference number will feature but the details will not.
Provide more details. Here you can expand on how the problem is impacting your work or exactly what you need. The more information our technicians have, the more efficiently they can help you.
Tip: Try not to paste long email threads into this section as it can make it difficult to read the call. If you need to attach a lot of information, please add a note or attach a file to the call which contains any additional information or error messages.
You will need to provide a preferred contact telephone number. Please only put numbers into this field.
Tip: this field is useful if you require a colleague to receive updates on a call. For example, some requests require line manager authorisation so including their email address here will allow them to update the call more easily.
Tip: More than one person can be added in this field but remember to separate each email address with a comma.
You can choose files to upload to support your request or provide additional information about the issue.
After you have finished, please make sure to press the Save & Close as this will allow your call to be picked up and triaged to the appropriate technical team by the Service Desk team.