With the new Self-Service Portal, you’ll find that there are two different ways to file tickets, and in turn two different ticket types. Tickets will be labeled with “INC” or “SR” depending on how they were filed. So what’s the difference?
Incident Tickets
“INC” is short for “Incident”.
Incident Tickets are likely what comes to mind first when you think of “getting help from IT.” These are the tickets that you file for unexpected occurrences – namely, when things go wrong, especially for an unknown reason.
Some common examples are:
- A computer or screen won’t turn on
- Trouble connecting to the Wi-Fi or a Kean resource
- The printer doesn’t respond when you try to print
- Any kind of error message appearing on your computer
When an “incident” occurs, you should use the general “New Ticket” form. Since it’s a one-size-fits-all form, remember to give us as much information as you can.
Service Requests
“SR” is short for “Service Requests”.
Service Request tickets are for more routine, formal procedures. Usually, nothing has gone wrong; these tend to be logistics like purchasing or setting up access. Many of the previous paper forms have been converted to digital forms in the Service Catalog.
Some common examples are:
- Access to a Printer or an “O: Drive”
- Having internet wall ports activated
- Creating a new e-mail or domain account
- Access to Perceptive Content or EMS
- New equipment or software
When you need to request a service, you can find and file the form in the Service Catalog. It will have fields for all the information you need to give us.
Project Requests
A Project Request is a request for a long-term non-standard service, such as the large-scale implementation of computer equipment or support for IT-dependent components of your project.
An example of a project that would require a faculty member to enter a Project Request to the IT department is introducing a new software platform for instructional purposes.
For instance, a faculty member in the College of Education might want to integrate an interactive simulation software (e.g., a virtual classroom teaching simulator) into their curriculum.
This would involve:
- Evaluating the Software: Determining whether the software aligns with academic objectives.
- Infrastructure Assessment: Ensuring the software is compatible with existing university systems (e.g., Learning Management Systems like Canvas).
- Licensing and Procurement: Coordinating the purchase of licenses or subscriptions.
- Implementation: Installing the software on classroom or lab computers and configuring it for optimal performance.
- Training and Support: Providing training sessions for faculty and students to use the software effectively and ensuring ongoing technical support.
Since this project involves specialized needs, cross-departmental coordination, potential budget considerations, and extended timelines, it qualifies as a Project Request rather than a standard Service or Incident Request.
No matter which type of ticket you file, you’ll be able to view all of them in your Tickets List with the same interface and options.
In conclusion...
“Incidents” are usually problems. An incident has occurred.
“Service Requests” are usually procedures. You are requesting a standard service.
"Project Requests" are multi-step initiatives that require long-term collaboration.