You will want to assign a ‘Type’ to every ticket that comes into IRIS Helpdesk. It should be straight forward which type applies to the ticket you are working on. The most common that come through are:
- New user access request.
- User access change (deactivating a user).
- Existing user login issues (user locked out, activation requests, etc.).
- Training request (someone asking for login information and training activity for the training environment).
| IRIS Ticket Types | Reason/Action Needed |
| Existing user login issues | This includes resetting passwords, resending invitations, and unlocking accounts. |
| Feature request | A user has requested a system enhancement. |
| IRIS – Form Submission | An individual filled out a Webform Submission from the connectwithiris.org webpage. Can be either an implementation question or a current user asking for technical assistance. |
| New user access request | Creating new user accounts. |
| Other – set priority | For other tickets that do not cleanly fit into any other of the described categories. |
| Product interest | Indicates interest in joining IRIS or requesting more information about it. Escalate to Implementation Coordinator. |
| Security incident | This is used for marking any PII incidents. Ensure you notify App Management. |
| System defect | This is used when a user reports a system defect. Escalate to App Management. |
| System question | A user has a question about system functionality. |
| Training request | This is used when a user requests information to receive a demo or training materials. Send login info/materials. |
| User access change | Adding, changing, or removing existing user access. |
Need help? IRIS Support | Last updated: April 21, 2025