• Click on the “Ticket - Submit a new ticket” button.

• A “create ticket” form opens.

• Requester adds the following details:

• Summary - a brief title or description of the issue or request

• Ex: setting up a new user

• Ex: office internet is down

• Description - use the space to provide as much detail needed to help your Care Analyst understand the nature of the request and the help you need

• Ex: Please add Joe Brown as a new user to the Accounting department. New user form is attached. He begins in two weeks.

• Ex: The internet is down through the organization. No one can access shared files.

• Call back number - the best number to reach you for questions and follow through

• Urgency - this is based on the timing of the request and/or the impact to the organization

• Low - we have time to do the work

• Medium - affects multiple people in my department, we can still work

• High - affects everyone in the organization or is an urgent request

• Ex: Joe Brown starts in two weeks - Low

• Ex: The internet is down and the office cannot work - High

• Attachments - the ability to attach supporting documentation or screen prints of the issue

• Click to “cancel” or “submit.”

Once you click submit, the ticket request will go to the Care Team to review and triage. You will receive an email indicating the ticket has been created.