Information Request¶
Quick Summary
A general-purpose ticket for end users to ask questions and request information. Information requests are typically not related to security or compliance; they cover day-to-day inquiries and general support questions.
The Information Request ticket type is used by end users to submit questions, request documentation, or seek clarification from the team. Unlike the GRC-focused ticket types (issues, change requests, data requests), information requests are general-purpose. They exist to give users a straightforward way to ask a question and get an answer through the platform.
When to Use¶
Information requests are the right fit when someone needs something that doesn't involve a system change, a compliance artifact, or a security action:
- General questions about services, processes, or timelines
- Requests for documentation or reports not tied to a specific control requirement
- Clarification on invoices, contracts, or service agreements
- Questions about platform features or how to accomplish something in the portal
- Follow-up questions on previously completed work
When Not to Use¶
If the request involves security, compliance, or a system change, a more specific ticket type is appropriate:
| Instead of Information Request | Use |
|---|---|
| Requesting compliance evidence or artifacts | Data Request |
| Requesting a system or configuration change | Change Request |
| Requesting new or modified user access | User Access Request |
| Reporting a security concern or suspicious activity | Incident or Alert |
| Requesting a predefined standard service | Service Request |