Helpdesk Portal - How to raise a request

How to raise an Incident or request

Click the "Report an Issue" card.

Please select the appropriate workspace related to your request. For example, choose "IT Service Desk" for IT-related issues.

Select "HR" for HR-related queries.

Choose "Finance" for Finance-related queries.

Select "GIS" for GIS-related queries.

Enter a subject line and a detailed description of the issue. If submitting a ticket for someone else, replace the email address with the colleague's details.

Upon submission, suggested articles may appear, offering solutions to similar problems.

Define the Urgency (time sensitivity) and Impact (severity) of the issue:

Urgency refers to the time sensitivity of the ticket. How quickly does the ticket need to be resolved to minimize disruption to the user or business.

Impact refers to the severity of the ticket. What is the potential impact of the problem on the user or business if it is not resolved.

While we understand the importance of your request, please note that marking every ticket as 'urgent' can delay truly critical issues. We prioritize tickets based on their impact and urgency, so please select the option that best reflects your situation.

Here is our priority matrix.

Here is our SLA targets for Incidents.

Here are a few examples to explain the different types of urgency and impact of reporting an incident.

High Urgency, High Impact

A critical server outage that prevents users from accessing the company network.
A major data breach that exposes sensitive customer information.
A website outage that prevents customers from making online purchases.

Medium Urgency, Medium Impact

A user's computer is not turning on, preventing them from working.
A software application is not working properly, causing delays in workflow.
A company email server is experiencing intermittent outages.

Low Urgency, Low Impact

A user requests a new user account for a new employee.
A user requests a password reset because they have forgotten their password.
A user requests a software installation on their computer.

Once you've filled out all the details and selected your options, click 'Submit'. Your ticket will be created and you'll see a confirmation page with a unique ticket number for reference.

Any updates to the ticket can be tracked within the portal at the bottom of the page or will be notified via email.