Internal DIT Requests: Service Management Portal Entry Required May 17, 2021

 Internal DIT Requests: Service Management Portal Entry Required May 17, 2021

To streamline communication channels and to improve tracking, a new self-service process is in place for any Information Technology internal requests. Examples include urgent requests such as computer crashes or loss of access to the network and less urgent requests such as software needs or requests for access.

Beginning May 17, 2021, ALL requests should be submitted via this method. After this date, any emails sent directly to the DPU Automation Coordinator will not be prioritized. The self-service portal is currently active; feel free to use it now.

To submit a request, click on this link:

https://coritrequests.richva.ci.richmond.va.us/EndUser/Items/Home

1. Click on “+Create new” in top right corner

2. Click on “DPU Internal Business Processes” under “DPU Internal Request”

3. Click on “DPU Business Process Incident” if the request is urgent and impacting your critical daily tasks (i.e. computer crash, lost access to server, inability to log in to network or critical applications)



OR



Click on “DPU Business Process Service Request” for all other non-urgent requests (i.e. needing access to new driver, requesting new applications)



4. Who is primary user affected by this service request?

Enter your user name or name and click on the search (magnifier) icon. Once your information appears, click in the circle to the left of your information to select. (This information should pre-populate the next time you enter a request on the same browser).



5. Please provide a short subject (Title) of your Incident/Service Request

Enter keywords for your request (i.e. Can’t access server)



6. Please provide details about this Incident/Service Request:

Enter longer description of the issue. Include pertinent information.



7. DPU's Primary unit below. Is this the affected unit?

Click “No”



8. DPU's Primary unit:

Select correct division. This is the division in which you work.



9. Who should the ticket be assigned to:

· CIS related issues -> assign to “David Stanley”.

· GIS related issues -> assign to “Michael DiGaetano”.

· Everything else -> assign to “DPU Automation Coordinator”.



10. Incident/Service Request Urgency:

“Low” is default. No action is needed. Note: All Incident Requests will be treated as priority. All Service Requests will be evaluated and responses will be added to the ticket. Each time a comment is added to the ticket, the requestor receives a notification. Some responses may require DIT involvement, in which case the response time will be longer. The requestor can also add updates to the ticket, for instance if the issue has been resolved or there is new information on the issue. Provide as much detail as possible.


11. Incident/Service Request Priority:

“Low” is default. No action is needed. The DPU Automation Coordination Team will monitor and establish/change priorities as needed.


12. Please attach any applicable documents or screen snips to your request.

If there are screenshots you think would be helpful to show the issue, add them here.


9. Click “Next Step”



10. Review information and click “Submit Request”

Once you submit, you will receive an email notification with the ticket number.