Understanding Categories in the IT Request Form
Article ID: IT-0001-V1
Summary / Purpose
This article explains the available categories within the IT Request Form located in our pmc.helpspot.com portal. Using the correct category helps route your request efficiently to the appropriate IT team and ensures it is addressed within the expected timeframe.
Pre-Requisites
- Access to the IT Request Form at pmc.helpspot.com
- Basic understanding of your issue or request type
Instructions
Review the table below to select the most appropriate category when submitting an IT request:
| Category | Purpose | Expected SLA |
|---|---|---|
| Account Access Issues | Problems logging in, password resets, or locked accounts | 4 business hours |
| Hardware Problems | Malfunctioning or broken devices (laptops, monitors, etc.) | 1 business day |
| Software/Application Issues | Errors or issues with installed or cloud software | 1 business day |
| Connectivity/Network | Wi-Fi, VPN, or internal system connectivity problems | 4 business hours |
| Email & Communication Tools | Issues with Outlook, Teams, Zoom, or calendar syncing | 1 business day |
| Communication & Access Changes | Changes to group emails, shared drives, or permissions | 2 business days |
| Request New Access / Permissions | Access to tools, folders, systems or elevated permissions | 2 business days |
| Printer Issues | Plotter, regular or check printer issues | 4 business hours |
| NetSuite Issues | Report issues, errors, or questions about NetSuite | 1–2 business days |
| International Travel Notification | Notify IT in advance of international travel for access planning | Submit at least 3 days in advance |
| Employee Onboarding / Offboarding | Provisioning or removal of access and equipment for staff | 2–5 business days |
| Security Incidents / Suspicious Activity | Report phishing, malware, account compromise, etc. | Immediate |
| Other | Any request that doesn't fit other categories | Varies based on request |
Expected Result
Your request will be properly categorized and routed to the appropriate IT support team for timely resolution based on the service level associated with your selected category.
Troubleshooting
- Issue: Not sure which category to use
Solution: Select "Other" and describe your issue; IT will reassign if needed. - Issue: No response after the SLA period
Solution: Reply to the ticket thread or contact IT directly to escalate.
Related Articles
- None currently available
Reference Information
Applies to: All Employees
Tags: IT Request, SLA, Categories
Changelog
| Version | Date | Author | Changes Made |
|---|---|---|---|
| V1 | 2025-05-28 | Esteban Bianco | Initial creation of IT Request Form category guide |