This guide will explain the differences between a Help Desk Ticket vs. a Service Request. 


A Help Desk Ticket (Incident) is reserved for break/fix tickets when there's something "broken" and needs to be "fixed." Examples include: 

  1. Two-factor/multi-factor authentication issues. 
  2. Unable to sign into Roll Call/Microsoft accounts. 
  3. Having hardware/printer issues. 


A Service Request is submitted if you're requesting a new service, (i.e., account, level of access, etc.).  Examples include: 

  1. Hardware request (monitor, keyboard, mouse).
  2. Legal name change.
  3. Shared mailbox and/or Distribution list creation.