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:
- Two-factor/multi-factor authentication issues.
- Unable to sign into Roll Call/Microsoft accounts.
- 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:
- Hardware request (monitor, keyboard, mouse).
- Legal name change.
- Shared mailbox and/or Distribution list creation.