Information Technology Service Catalog
Here is a list of all of the IT provided services. Use these services to submit a ticket and request assistance for your corresponding issue. The table attached is a breakdown of ticket request details with a clickable link to each ticket page.
Category - A category is a collection of tickets based on the IT service. Think of it as a folder for request types. This is where the ticket(s) reside and are accessible for requesting support.
Service Item - The service items are simply ticket forms. Each service item and ticket form is unique and offers different fillable fields for the ticket form you select. This is where you, the end user, get in touch with the IT department.
Ticket Type - The ticket type is the classification, set by the IT department, for the request being submitted. These categorizations help classify the nature of the ticket being created. Tickets of the same "theme" or "nature" are classified together. The three levels of ticket types in the IT department are Incident, Service Request, and Project. These ticket types have corresponding SLAs (Service Level Agreements) that keep both the requester (you) and the responsible resource (IT department) aligned with efficient and consistent operational goals. To view the IT SLA statement visit our Knowledge Base article.
Sign-in Required - Sign-in required means that certain ticket forms require you to be signed into your MMU account within LancerSolutions for the ticket forms to be visible. Certain categories and certain ticket forms may be publicly accessible, restricted to the MMU community, or restricted to certain groups within the MMU community. If possible, we recommend every user signs in to LancerSolutions to get the best possible user experience.
Responsible Resource(s) - The responsible resource(s) list identifies the IT staff best equipped to handle your ticket type. The team has diverse expertise, with each member specializing in a different area. This list is organized by priority: the first technician is the primary contact and specializes in this area, while the others listed serve as backup or secondary support.