This article will help you determine which type of ticket to fulfil your request. As a reminder, there are three types of tickets available on MB Request :


  • Incident tickets : These tickets must be submitted when you encounter a failure, a breakage, a theft, or a bug disturbing the usual operation of your IT tools.

  • Service tickets: These tickets must be submitted for any request that is associated with cos and need approval in the following situations :
    • You want to request IT hardware, software or accessories
    • You want to initiate a new employee on-boarding (Human Ressources request)
    • You want to request Baudouin Asset Management (Marketing)
    • You want to request a Weichai account (PDM or Box)

  • Change tickets : These tickets must be submitted when you want to request a change on existing systems. For example:
    • Add or change a functionnality on a software
    • Change the behaviour of a software
    • Replace a software for an other one


  • Project Tickets 
    • You want to request a new solution

These different types of tickets do not follow the same rules and each type is treated specifically by the system MB Request. This is why you should pay attention to the type of ticket you will create

regarding your situation.


Q: My department is growing and a new employee will arrive soon. I want that person to have IT equipment as soon as he/she arrives.

A: This is service ticket. In the service catalog, under the category "MB - HR Management", you will find the "Employee on-boarding" form :



 




Q: An error message prevents me from working.

A: This is an incident. Then I must open an incident ticket.




Q: In "Expedition control", I would like to have the date "Business loaded" from Qlikview. What can I do ?

A: This is a change request, because it concerns a missing functionnality on a existing software.





If you have any doubts regarding the type of ticket you must submit, feel free to contact the IT support.