General IT request

Required fields are marked with an asterisk

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Please browse the categories below and raise a ticket using the form that best fits your request.","portalBaseUrl":"/servicedesk/customer/portal/2","reqTypes":[{"id":"192","name":"Account recovery","descriptionHtml":"If you are no longer able to log in to your 1Password account, perhaps because you do not have access to another device or browser to authenticate, please use this form to get help.","callToAction":"Account recovery","introHtml":"Use this form to re-gain access to your account","icon":10585,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10585","groups":[56],"key":""},{"id":"25","name":"Desktop/Laptop support","descriptionHtml":"Please describe the exact nature of the problem, including any troubleshooting steps you have taken so far. Please include any screenshots using the attachment function.","callToAction":"Desktop/Laptop support","introHtml":"If you are having computer problems, let us know here.","icon":10470,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10470","groups":[7],"key":""},{"id":"191","name":"General 1Password issues or queries","descriptionHtml":"Please ensure you have read through the Intersoft 1Password User Guide before submitting this request.","callToAction":"General 1Password issues or queries","introHtml":"Use this form to report any other issues with 1Password","icon":10585,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10585","groups":[56],"key":""},{"id":"18","name":"General IT request","descriptionHtml":"","callToAction":"General IT request","introHtml":"Get assistance for general IT problems and questions.","icon":10491,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10491","groups":[6],"key":""},{"id":"176","name":"General problem with Teams","descriptionHtml":"Please describe your Teams issue here. Note that some issues can be temporary and closing and re-opening the Teams app, or restarting your computer completely often fixes them. Please try this first.","callToAction":"General problem with Teams","introHtml":"Use this form to raise an issue with Microsoft Teams","icon":10580,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10580","groups":[54],"key":""},{"id":"194","name":"Leaver request","descriptionHtml":"Please make sure you provide as much information as possible, including:\n<ul class=\"alternate\" type=\"square\">\n <li>Name</li>\n <li>Date of last working day</li>\n <li>Arrangements for return of IT equipment</li>\n</ul>","callToAction":"Leaver request","introHtml":"Use this form to notify IT of a leaver","icon":10521,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10521","groups":[53],"key":""},{"id":"178","name":"Mobile phone support","descriptionHtml":"","callToAction":"Mobile phone support","introHtml":"Use this form to report a problem with your company-issued mobile phone","icon":10582,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10582","groups":[7],"key":""},{"id":"195","name":"Mover request","descriptionHtml":"Please make sure you provide as much information as possible, including:\n<ul class=\"alternate\" type=\"square\">\n <li>Name</li>\n <li>New department</li>\n <li>New job title</li>\n <li>Date of move</li>\n <li>Any other requests</li>\n</ul>","callToAction":"Mover request","introHtml":"User this form to notify IT of a member staff moving internally","icon":10523,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10523","groups":[53],"key":""},{"id":"24","name":"New starter request","descriptionHtml":"Please make sure you provide as much information as possible, including:\n<ul class=\"alternate\" type=\"square\">\n <li>Name</li>\n <li>Job title</li>\n <li>Line manager</li>\n <li>Start date</li>\n <li>Specific access or hardware requirements</li>\n</ul>","callToAction":"New starter request","introHtml":"Use this form to notify IT of a new starter","icon":10524,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10524","groups":[53],"key":""},{"id":"196","name":"Other request","descriptionHtml":"Please make sure you include as much information as possible in this request.","callToAction":"Other request","introHtml":"Use this form for other requests, such as a job title change","icon":10525,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10525","groups":[53],"key":""},{"id":"177","name":"Problem with the VPN","descriptionHtml":"Before raising a ticket for a VPN problem, it is useful to follow these troubleshooting steps:\n1. Go to www.speedtest.net, click \"go\" to run a test, and note the results. Low speeds (i.e. single digits) normally denote either a problem with the internet connection or a weak wi-fi signal. Try moving closer to your router and re-running the test.\n2. Determine whether the problem is limited only to the VPN, or if there also issues accessing other websites or services. This will help to determine whether the issue is related to your ISP or internet connection, or Intersoft's infrastructure.","callToAction":"Problem with the VPN","introHtml":"Use this form to report problems with the VPN","icon":10581,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10581","groups":[6],"key":""},{"id":"200","name":"Report a compromised account","descriptionHtml":"Please include as much information as possible, including the following: -Name or location of the account or service which has been compromised -Date and time that the compromise was discovered","callToAction":"Report a compromised account","introHtml":"Use this form to report a compromised user account, e.g. unauthorised system or data access","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[57],"key":""},{"id":"202","name":"Report a data breach","descriptionHtml":"Please include as much information as possible, including the following: -Nature of the data breach - how it happened -Description of the data that was accessed/lost -Date and time that the breach was discovered","callToAction":"Report a data breach","introHtml":"Use this form to report a data breach","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[57],"key":""},{"id":"206","name":"Report a general security incident","descriptionHtml":"Please provide as much information as possible when making this report.","callToAction":"Report a general security incident","introHtml":"Use this form to report any security incidents not otherwise categorised","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[57],"key":""},{"id":"204","name":"Report a physical security incident","descriptionHtml":"Please provide as much information as possible, including: -The exact nature of the incident -Where and when the incident occurred -What was lost if anything -Any associated user account compromises","callToAction":"Report a physical security incident","introHtml":"Use this form to report a physical security issue, e.g. a lost or stolen device, unauthorised physical access, or hardware tampering","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[57],"key":""},{"id":"205","name":"Report a policy violation","descriptionHtml":"Please include the following information:\n<ul class=\"alternate\" type=\"square\">\n <li>The exact policy that was violated</li>\n <li>Where and when this occurred</li>\n</ul>","callToAction":"Report a policy violation","introHtml":"Use this form to report a policy violation, e.g. breach of security policies","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[57],"key":""},{"id":"31","name":"Report an internal system problem","descriptionHtml":"Use this form to report an issue with an internal system or server. Please upload any screenshots using the attachment function.","callToAction":"Report an internal system problem","introHtml":"Having trouble with one of Intersoft's internal systems?","icon":10508,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[6],"key":""},{"id":"190","name":"Report any other software or operating system issues","descriptionHtml":"Please describe the issue you are experiencing with as much detail as possible, including steps that reproduce the problem, and any steps that you have taken so far to attempt to resolve. Please attach any screenshots that you feel may be helpful.","callToAction":"Report any other software or operating system issues","introHtml":"Use this form to report any other issues with a specific application, or the operating system (e.g. Windows 11)","icon":10584,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10584","groups":[10],"key":""},{"id":"189","name":"Report issue with software or operating system performance","descriptionHtml":"Please describe the issue you are experiencing with as much detail as possible, including steps that reproduce the problem, and any steps that you have taken so far to attempt to resolve. Please attach any screenshots that you feel may be helpful.","callToAction":"Report issue with software or operating system performance","introHtml":"Use this form to report problems with the performance of a specific application, or the operating system (e.g. Windows 11)","icon":10584,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10584","groups":[10],"key":""},{"id":"187","name":"Report issue with software or operating system updates","descriptionHtml":"Please describe the issue you are experiencing with as much detail as possible, including steps that reproduce the problem, and any steps that you have taken so far to attempt to resolve. Please attach any screenshots that you feel may be helpful.","callToAction":"Report issue with software or operating system updates","introHtml":"Use this form to report problems following an update of a specific application, or the operating system (e.g. Windows 11)","icon":10584,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10584","groups":[10],"key":""},{"id":"201","name":"Report malware","descriptionHtml":"Please include as much information as possible, including the following: -The device(s) affected -Date and time that the malware was discovered -What you were doing at the time it was discovered","callToAction":"Report malware","introHtml":"Use this form to report a malware or virus incident","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[57],"key":""},{"id":"188","name":"Report software licensing issue","descriptionHtml":"Please include details of the software that is experiencing licensing issue.","callToAction":"Report software licensing issue","introHtml":"Use this form to report licensing issues with software, e.g. licence activation or expiration","icon":10584,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10584","groups":[10],"key":""},{"id":"203","name":"Report vulnerabilities","descriptionHtml":"Please provide as much information as possible, including:\n<ul class=\"alternate\" type=\"square\">\n <li>Name of the software or system containing the vulnerability</li>\n <li>Who discovered the vulnerability</li>\n <li>Link to public vulnerability disclosure page if it exists</li>\n</ul>","callToAction":"Report vulnerabilities","introHtml":"Use this form to report a vulnerability, e.g. software or system vulnerabilities or security configuration issues","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[57],"key":""},{"id":"185","name":"Request a backup restore - Miscellaneous","descriptionHtml":"If you need a restore of a backup from any other resource not specified in this portal, please specify it below. Please ensure you include as much information as possible including the name of the resource or server, the location of the file, and the date of the backup that you require.","callToAction":"Request a backup restore - Miscellaneous","introHtml":"Use this form to request a restore from backup for any other resource","icon":10583,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10583","groups":[55],"key":""},{"id":"183","name":"Request a backup restore - OneDrive","descriptionHtml":"Please try using the 'version history' function to attempt to restore an earlier version of a file by following these steps:\n1. Click on the OneDrive icon (blue cloud icon) in the bottom right-hand corner of your screen near the clock, and then select 'View Online' 2. Select 'My Files' on the left 3. Right-click the file that you need to restore, and select 'Version History' 4. Select the required date to view the file at this point 5. If you are attempting to restore a deleted file, please check in the Recycle Bin (in the left-hand menu bar)\nIf the above steps are unsuccessful, please use this form, and specify the name of the file, the date of the backup required, and the exact location of the file.","callToAction":"Request a backup restore - OneDrive","introHtml":"Use this form to request a restore from backup for Microsoft OneDrive","icon":10583,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10583","groups":[55],"key":""},{"id":"182","name":"Request a backup restore - Outlook","descriptionHtml":"If you are unable to locate an email or folder in Outlook, and you have checked both the Deleted Items folder, and also the \"Recover Deleted Items\" option (located on the Outlook menu bar when you are in the Deleted Items folder), please request a restoration from backup using this form.","callToAction":"Request a backup restore - Outlook","introHtml":"Use this form to request a restore from backup for Microsoft Outlook","icon":10583,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10583","groups":[55],"key":""},{"id":"184","name":"Request a backup restore - Server","descriptionHtml":"If you need any server data restored from a backup, please specify it below. Please ensure you include as much information as possible including the name of the server, the location of the file, and the date of the backup that you require.","callToAction":"Request a backup restore - Server","introHtml":"Use this form to request a restore from a backup for a server (e.g. internal network or cloud servers)","icon":10583,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10583","groups":[55],"key":""},{"id":"181","name":"Request a backup restore - Teams","descriptionHtml":"Please try using the 'version history' function to attempt to restore an earlier version of a file by following these steps:\n1. Open the folder in Teams that contains the file, and then at the top click \"Open in Sharepoint\" 2. Right-click the file that you need to restore, and select 'Version History' 3. Select the required date to view the file at this point 4. If you are attempting to restore a deleted file, please check in the Recycle Bin (in the left-hand menu bar)\nIf the above steps are unsuccessful, please use this form, and specify the name of the file, the date of the backup required, and the exact location of the file.","callToAction":"Request a backup restore - Teams","introHtml":"Use this form to request a restore from backup for Microsoft Teams","icon":10583,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10583","groups":[55],"key":""},{"id":"193","name":"Request a new vault","descriptionHtml":"Please include both the proposed vault name, a valid business requirement necessitating this vault, and a list of all users who need to access it. Your request will then be reviewed.","callToAction":"Request a new vault","introHtml":"Use this form to request a new 1Password vault","icon":10585,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10585","groups":[56],"key":""},{"id":"197","name":"Request access to a new cloud service","descriptionHtml":"If you are intending to start using a new cloud service, this must be recorded by Intersoft's IT department for the purposes of due dilligence and ensuring the accounts are correctly secured. Please provide the following information:\n-Name of cloud service -URL/website address -Name of system owner -Sensitivity of information held -Business criticality -Availability of 2-factor authentication and single-sign on functionality (i.e. Office 365/Azure integration)","callToAction":"Request access to a new cloud service","introHtml":"Use this form to request access to a new cloud service","icon":10588,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10588","groups":[58],"key":""},{"id":"28","name":"Request hardware","descriptionHtml":"Please use this form to request new or replacement hardware. If the request falls outside of Intersoft's standard hardware provisions, your request will be reviewed and if necessary, your line manager will be included to provide approval.","callToAction":"Request hardware","introHtml":"For example, a new mouse or monitor.","icon":10475,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10475","groups":[7],"key":""},{"id":"180","name":"Request new Team","descriptionHtml":"Use this form to request the creation of a new team. Please include the following information:\n<ul class=\"alternate\" type=\"square\">\n <li>Name of team</li>\n <li>Purpose of team</li>\n <li>Required members of the team</li>\n</ul>","callToAction":"Request new Team","introHtml":"Use this form to request the creation of a new team","icon":10580,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10580","groups":[54],"key":""},{"id":"27","name":"Request software installation","descriptionHtml":"Before submitting this request, please check the \"Company Portal\" app on your computer; any pre-approved software that you need should be available to install from here.\nPlease ensure you explain the requirement for this software. Your line manager will be added to the ticket for approval.","callToAction":"Request software installation","introHtml":"Use this form to request software installation","icon":10584,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10584","groups":[10],"key":""},{"id":"186","name":"Request software removal","descriptionHtml":"If you no longer use a particular application, please use this form to let us know. The software will be removed from your computer and any additional paid licenses will be unassigned.","callToAction":"Request software removal","introHtml":"Use this form to request removal of software you no longer require","icon":10584,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10584","groups":[10],"key":""},{"id":"179","name":"Teams permission change request","descriptionHtml":"Please include as much information as possible to allow us to action this request.","callToAction":"Teams permission change request","introHtml":"Use this form to request adding or removing of users to any Teams resource that you manage","icon":10580,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10580","groups":[54],"key":""},{"id":"215","name":"Azure alerts","descriptionHtml":"","callToAction":"Azure alerts","introHtml":"","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[],"key":""},{"id":"213","name":"Azure notifications","descriptionHtml":"","callToAction":"Azure notifications","introHtml":"","icon":10528,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""},{"id":"207","name":"Cisilion ScienceLogic Alerts","descriptionHtml":"","callToAction":"Cisilion ScienceLogic Alerts","introHtml":"","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[],"key":""},{"id":"210","name":"Cloudflare Alerts","descriptionHtml":"","callToAction":"Cloudflare Alerts","introHtml":"","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[],"key":""},{"id":"211","name":"Cloudflare certificate updates","descriptionHtml":"","callToAction":"Cloudflare certificate updates","introHtml":"","icon":10528,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""},{"id":"218","name":"Cloudflare notifications","descriptionHtml":"","callToAction":"Cloudflare notifications","introHtml":"","icon":10528,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""},{"id":"216","name":"Defender alerts","descriptionHtml":"","callToAction":"Defender alerts","introHtml":"","icon":10589,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10589","groups":[],"key":""},{"id":"217","name":"Defender notifications","descriptionHtml":"","callToAction":"Defender notifications","introHtml":"","icon":10528,"iconUrl":"https://intersoftuk-servicedesk.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""},{"id":"19","name":"Fix an account problem","descriptionHtml":"","callToAction":"Fix an account problem","introHtml":"Having trouble accessing certain websites or systems? 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