Process
Use the following workflow for routing hardware and software requests.
Hardware requests
Use the table below as a guide for ticket routing.
| Hardware requests |
Desktop Support |
Asset Management |
Telecom |
Non-IT |
| New computer (with account number provided) |
|
X |
|
|
| Computer replacement |
X |
|
|
|
| Wired Mouse and Keyboard |
X |
|
|
|
| Mouse and Keyboard for Apple devices |
|
X |
|
|
| Wireless Mouse and Keyboard |
|
X |
|
|
| Monitor upgrade from 19" or smaller to 24" |
X |
|
|
|
| Additional monitor. Only 1 external monitor is covered by IT. |
|
X |
|
|
| Monitor larger than 24" |
|
X |
|
|
| New Phone & Headset (Yealink headset only) |
X |
|
|
|
| Portable CD Player |
|
X |
|
|
| Computer Cable Locks |
|
X |
|
|
| Computer headsets |
|
X |
|
|
| Toner for Financials MICR printers |
|
X |
|
|
| WebCam |
|
X |
|
|
| Triple A Batteries |
|
|
|
Department APSS |
| Laptop cord replacement |
|
X |
|
|
Software requests
All software requests should be assigned to Endpoint Management that impact 3 or more workstations. The Endpoint Managers will then assign to either Desktop Support, Information Security, or Asset Management depending on the specific requests. Use the table below as a guide for ticket routing.
| Software requests |
Endpoint Administrators |
Desktop Support |
| Web Browser plugins/addons |
X |
|
| Apple software |
X |
|
| Software not found in Software Center |
X |
|
| All Adobe software expect Reader, Flash, and Shockwave |
X |
|
| Existing software issues |
|
X |