How to submit an IT ticket that can be resolved faster

A useful ticket tells IT what failed, where it failed, and how to reach the affected device or employee. You do not need to diagnose the problem yourself.

1. Try the matching knowledge article

Search the Knowledge Base for the symptom—for example, “printer offline,” “ADP will not load,” or “missing shared folder.” Follow the checks that apply to your problem and stop when the article says IT is needed. Account blocks, permission changes, and hardware faults may need assistance immediately.

2. Open the ticket form

Use Submit an IT support ticket. You can submit while signed in or without signing in. Enter your People Incorporated work email as the requester and choose the closest problem type and location.

3. Make the subject specific

Better: “Printer offline at [site]—copies work, two laptops cannot print.”
Better: “ADP shows 404 on shared Chromebook—other websites work.”

A subject such as “Help,” “Computer,” or “Not working” makes it harder to understand and route the request.

4. Include the details IT needs

• Who and where: affected employee, work email, site, and room.
• Device: computer name/asset tag, or printer/phone model and extension.
• What happened: exact error, action that triggered it, and what you expected.
• Scope: one person/device or multiple people, whether other apps work, and whether you are on-site or remote.
• Checks tried: what you tried and the result. “Restarted once, same error” is useful.
• Impact and timing: when it began and the actual work or deadline affected.
• Availability: a contact method and a time when you can assist with troubleshooting.

Find your Windows computer name

Open Start → Settings → System → About and copy the Device name. If Windows does not start, provide the asset tag and physical location instead. IT has requested this information in past tickets to identify a device for remote support.

5. Attach an error screenshot safely

Include the error, but crop or hide unrelated employee/client information. Never include passwords, MFA codes, security PINs, or temporary credentials.

6. Reply to an active ticket; start a new one after resolution

If IT is still working on an active ticket, reply within that ticket rather than creating duplicates. Once a ticket is Resolved or Closed, a reply is saved to the old ticket but does not reopen it. You will receive a notice directing you to submit a new ticket.

If the same problem continues, create a new ticket and include the previous number plus what is still happening. For a different problem, create a separate ticket with its own subject. This places the new work in the active queue.

Copy this into the description

Location: [site / room]
Device / printer / extension: [name or model]
Problem and exact error: [what happened]
Started: [date / time]
Who is affected: [one person / multiple people]
Checks and results: [what you tried]
Work impact: [what cannot be done]
Contact and availability: [how and when to reach you]
Previous ticket, if relevant: [number]