June 15, 2023
New IT Ticket & Equipment Request
We're excited to introduce some new IT processes to Cherry Optical Lab!
The first process is our IT Ticket Request Form - this new process is built for team leads and managers to streamline our IT standard operating procedure; by funneling requests through one platform moving forward. Please discontinue using old methods of IT requests (Ex: Slack IT Channels, IT emails, in-person, etc.)
The second new process is our IT Equipment Request Form - this new process allows IT to order and install new hardware and software requests made by departments and ensures equipment is received in a timely matter.
Exciting News! These new forms can easily be filled out on our COL Employee Website, seekersofbetter.com. They are quick, easy-to-use forms that integrate into our IT department's ticketing system and place you in a queue.
The IT ticketing system provides a comprehensive platform to monitor and manage IT requests from start to finish. It enables us to track each request's progress accurately, assign the appropriate personnel, and ensure timely resolution. This streamlined approach empowers us to deliver the high-quality service you deserve. Additionally, IT tickets facilitate better follow-up procedures. With clear records and status updates readily available, we can stay on top of ongoing IT matters and provide regular updates. This transparency helps us maintain open lines of communication and ensures that you are well-informed throughout the process.
Ticket Request Urgencies
For Critical and High Priority Issues: Please open a ticket and call IT directly at 920.215.2240
These issues will be addressed and resolved within 2 hours
For Medium Priority Issues: Fill out the Non-Urgent IT Ticketing Request Form online
These issues will be addressed and resolved within 8 hours
For Low Priority Issues: Fill out the Non-Urgent IT Ticketing Request Form online
These issues will be addressed and resolved within 24 hours
Steps to Placing an IT Ticket
Visit Seekersofbetter.com
Click on the "IT Requests" tab in the menu bar
A dropdown appears
Click either "IT TIcket Request" if looking to place an IT Request (Managers and Team Leads only)
Or click "IT Equipment Request" to place an IT Equipment Request
Fill out the form entirely and click submit
Your request will be placed in the IT queue
For a more detailed explanation of the steps and to review the Service Level Agreement (SLA) please refer to the file below.
Additional Questions?
Please get in touch with our IT Director: Danny Dubord
Email: ddubord@cherryopticallab.com Cell: 920.215.2240
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