Summary
Use this article to determine if a ticket should be routed to Desktop Support, Endpoint Administrators, or to the Asset Manager
Body
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 |