How To Fill Out A Ticket

Your communication with Argus IT runs through the ticket system — and that communication is only as good as the information in the initial ticket. Follow these rules and your tickets get dealt with faster, with fewer back-and-forth questions.

1

Enter your full name and contact information. Only available at certain times? Say so in the ticket.

2

Be as descriptive as possible. IT technicians are not mind readers — the more you tell us, the faster it's solved.

3

Screenshots are gold. If you can screenshot the problem, do it. Nothing helps more than seeing exactly what you see.

4

Enter the Asset Tag number. Every device has an Argus IT asset tag — it tells us exactly which machine we're dealing with. Tickets about a device need its tag.

5

Always select a Category. It also surfaces Knowledge Base articles that might solve the problem on the spot.

6

Be realistic about Priority — see below.

Low

You don't care when it gets finished.

Normal

You'd like it done in the next few weeks. Nothing is going sideways, but it could become an issue if left too long. Most tickets are Normal.

High

Your job is being impeded. For requests: needed within the week.

Critical

The computers are melting down, terrorists have taken over the hotel, and aliens are invading. If you place a Critical ticket, you believe in unicorns — it's the equivalent of seeing one.