Instructions for the New NURF: Clients, Techs, and Approvers

For Clients:

1. Sign in to the Web Help Desk and create a NURF Ticket.

2. Client Services will review the ticket (referred to as the Parent Ticket) and forward it to Infrastructure if everything is in order.

3. Infrastructure will complete their tasks and return the Parent Ticket to Client Services.

4. Based on the client’s selections in the NURF, Child Tickets will be created at this stage.

For Techs:

1. Techs will receive email notifications and are responsible for closing the appropriate Child Tickets.

2. If a ticket requires approval, it must be approved before the tech can close it.

For Approvers:

1. Approvers will receive emails containing:

   • Client information provided in the NURF.

   • Links to approve or deny the request.

2. Some software approval processes have specific instructions, which will be included just below the subject line of the email.

3. Approval emails will be sent daily until a response is received.

1. Clicking on any of the links will open a reply-to email. Replace the text with an explanation if necessary. If no explanation is needed, simply replace the text with ‘Approved’ or ‘Denied’.
   
   

2. Approvers can also log into the Client Interface of the Web Help Desk to approve tickets there.
   
   

3. Some software approval processes have specific instructions, which will be included just below the subject line of the email.
   
   

4. Approval emails will be sent daily until a response is received.