Submitting a detailed IT request helps the IT team understand your issue faster, reduce follow-up questions, and resolve your request more efficiently.
A good request answers three basic questions:
- What is happening?
- Who is affected?
- When did it start?
The more information you provide upfront, the quicker we can begin troubleshooting and assisting you.
Before You Submit a Request
Consider these quick checks:
- Have you restarted your computer or application?
- Is there an existing Knowledge Base article that addresses the issue?
- Is the problem affecting only you or multiple users?
- Have there been any recent changes to your computer, software, or account?
Including this information in your request can save time during diagnosis.
Information to Include
1. Clear Subject Line
Use a short, descriptive summary.
Good Examples
- Unable to access Finance Shared Drive
- Outlook closes immediately after opening
- Request access to Project Management Software
Avoid
- Help
- Computer Problem
- IT Issue
2. Detailed Description
Describe what you were trying to do and what happened.
Example
When I open Outlook, it loads for a few seconds and then closes. This started this morning around 8:00 AM. Restarting my computer did not resolve the issue.
3. Error Messages
Include the full error message whenever possible.
Better
Error: "Access denied. You do not have permission to access this resource."
Less Helpful
It's giving me an error.
If possible, attach a screenshot.
4. Impact
Let us know how the issue affects your work.
Examples:
- Prevents me from performing my job duties.
- Affects an entire department.
- Causes minor inconvenience but work can continue.
- Needed before a scheduled meeting or event.
This helps prioritize requests appropriately.
5. Device Information
When applicable, include:
- Computer name or asset tag
- Operating system
- Location
- Whether you are on-site or remote
- Application name and version
6. Steps to Reproduce
If the issue happens repeatedly, describe the steps.
Example
- Open Teams
- Select Join Meeting
- Camera fails to start
- Error appears
Providing repeatable steps helps technicians identify and resolve problems faster.
Attach Screenshots
Screenshots are often the fastest way to explain an issue.
Helpful attachments include:
- Error messages
- Screenshots of unexpected behavior
- Documents related to the request
- Photos of hardware issues
Before uploading, ensure no sensitive or confidential information is visible.
Examples of Good Requests
Example 1: Incident
Subject: Cannot Print to Main Office Printer
Description:
Since approximately 9:00 AM today I have been unable to print to Printer-01. Print jobs remain in the queue and never print. I restarted my computer and tried multiple documents. Other coworkers are experiencing the same issue.
Example 2: Service Request
Subject: Request Access to Shared Finance Folder
Description:
I recently joined the Finance Department and need access to the Finance Shared Folder for budget reporting responsibilities. My manager has approved this request.
Common Mistakes to Avoid
- Submitting multiple tickets for the same issue
- Using vague descriptions
- Omitting error messages
- Forgetting screenshots
- Failing to identify urgency or business impact
- Not responding to technician questions
Priority and Urgency
Requests are prioritized based on:
- Business impact
- Number of users affected
- Service availability
- Security concerns
- Operational requirements
Submitting complete information helps ensure your request is assessed accurately.
Remember: A well-written request often results in faster resolution, fewer follow-up questions, and a better support experience for everyone involved.