How to Choose the Correct Ticket Type: Identify what the user is trying to do or what is broken, match it to the definitions below, use examples to verify accuracy, and choose the type with the primary impact if multiple types apply.
1. Account Management
User account creation, modifications, deletions, password resets, MFA issues, and account unlocks.
Example: User cannot sign into Office 365 because their account is locked → Account Management
2. Access & Permissions
File share access, SharePoint/OneDrive permissions, Teams group membership, app access, license assignments.
Example: User needs access to a shared project folder → Access & Permissions
3. Internet / Network Connectivity
Internet outages, slow speeds, VPN issues, DNS problems, Wi‑Fi failures, jobsite network problems.
Example: User reports intermittent Wi-Fi disconnects → Internet / Network Connectivity
4. Workstation / Hardware Issue
Laptop/desktop problems, performance issues, boot failures, peripherals, monitors, docking stations, jobsite hardware.
Example: Laptop stuck at Windows loading screen → Workstation / Hardware Issue
5. Printing / Plotting / Scanning
Plotters, printers, scanners, scan‑to‑email/folder, driver issues, jams, jobsite printing devices.
Example: Plotter will not load a Civil 3D sheet correctly → Printing / Plotting / Scanning
6. Engineering & Project Information Applications
AutoCAD, Civil 3D, Revit, Bluebeam, ArcGIS, Newforma, ACC/BIM 360, plugins, installation, performance, licensing.
Example: Civil 3D crashes when opening a drawing → Engineering & Project Information Applications
7. Microsoft 365 / Collaboration
Outlook/email/calendar, Teams, SharePoint sites, OneDrive sync, guest access.
Example: OneDrive stuck on “Processing Changes” → Microsoft 365 / Collaboration
8. Storage & Data
File server issues, slow/locked files, SharePoint/OneDrive sync conflicts, backups/restores, project archiving.
Example: User cannot open a project file because it is locked → Storage & Data
9. Mobile Device / Remote Access
VPN setup, Intune/MDM enrollment, mobile email, remote connectivity issues.
Example: User’s phone not syncing work email → Mobile Device / Remote Access
10. Security Incident
Phishing, malware, lost/stolen devices, suspicious activity, unauthorized access, data exposure.
Example: User clicked a suspicious link and entered credentials → Security Incident
11. Change Request
Planned changes to systems, applications, network configurations, servers, or infrastructure.
Example: Request to update firewall rules → Change Request
12. Procurement / New Equipment
Requests for new hardware or software, license renewals, peripherals.
Example: New engineer needs a laptop and dual monitors → Procurement / New Equipment
13. Conference Room / AV Support
Teams Rooms, Zoom Rooms, displays, audio/video equipment, controllers.
Example: Conference room camera not detected during a Teams meeting → Conference Room / AV Support
14. Questions
General IT questions, how‑to help, process/policy clarification.
Example: User asks how to archive old Outlook emails → Questions
15. Employee Systems & Payroll
HR/payroll system access issues, MFA/login problems for payroll platforms, paycheck/W‑2 viewing issues, HR portal errors.
Example: User cannot access their payroll system to download a W‑2 → Employee Systems & Payroll
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