Involving IT-support
When to involve IT-support
In some cases it-support will be needed for tickets to help with certain tasks. Examples include:
- Making a change to the AD-configuration to grant permissions on confluence/jira for new or temporary employees/consultants
- Providing infrastructure support when a change is needed to a virtual machine for example for a jenkins instance etc
- Purchasing of new software tools. Approval by the responsible user happens in the R&D tools helpdesk. Actual purchase might be done by it-support in some cases (e.g. Visual Studio as it's part of the Azure costs)
- ...
In these cases a new ticket is created in the it-support site and the link to the ticket on this platform is included to avoid a full copy paste.
The IT team will not actively follow up this ticketing platform and only participate when requested.
Who should create the tickets on IT-support?
For escalations on tickets on the rd-support system, that should be the people listed in the responsibility matrix
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