121
Article ID: KB26080008
Quick answer
A complete ticket helps the PCMIT Help Desk identify the right computer, understand the business impact, and begin useful troubleshooting without unnecessary back-and-forth.
Before you begin
✓ Use a trusted computer or mobile device and a secure internet connection.
✓ Gather the device name, complete error message, and approximate time the problem occurred when those details are available.
✓ Remove or cover confidential information before attaching a screenshot. Never include a password, MFA code, recovery key, or other secret.
Include these details
- Your name and best callback number. Include the person directly experiencing the problem when someone else submits the ticket.
- Your company and location. Include the building, office, department, or property when it affects the request.
- The computer or device name. In Windows 11, right-click Start, select Settings, select System, and then select About. Copy the Device name and include an asset tag if one is visible.
- What you were trying to do. Describe the expected result in one sentence.
- What actually happened. Copy the complete error message when possible.
- When the problem started. Include whether it happens every time or only under specific conditions.
- What changed recently. Mention a move, update, new device, password change, power outage, or newly installed application.
- What you already tried. State whether you restarted the computer and whether the result changed.
- A safe screenshot. Include the full error window, but remove or cover personal, financial, medical, customer, or confidential information.
- Business impact and deadline. Explain who is affected and whether work is completely stopped, partially affected, or only inconvenient.
Never place these items in a ticket
- Passwords or temporary passwords
- MFA verification codes or approval requests
- BitLocker or other recovery keys
- API keys, security tokens, or private keys
- Full payment-card, Social Security, medical, or other regulated information
PCMIT will use an approved secure method if protected information is genuinely required.
Expected result
The ticket contains enough information for PCMIT to confirm the scope, assign the correct priority, and begin troubleshooting while protecting sensitive information.
⚠️ Stop and contact PCMIT immediately when
- ⚠ You clicked a suspicious link or entered credentials on an unexpected page.
- ⚠ You approved or received an unfamiliar MFA request.
- ⚠ You see a ransomware message or unexpected file-encryption warning.
- ⚠ You notice heat, smoke, swelling, sparks, or a burning odor.
- ⚠ The device has liquid or electrical damage.
Call PCMIT immediately for these conditions. Do not wait for an ordinary email response, and do not continue using a device that may be unsafe.
Contact the PCMIT Help Desk
- ☎️ Phone: 888-910-1114
- ✉️ Email: [email protected]
- 🌐 Portal: help.pcmitcorp.com
Never include a password, MFA code, recovery key, or other secret in a ticket.
Sources
- PCMIT Help Desk customer-intake and ticket-documentation standard
- Avoid Phishing Scams with Three Simple Tips — CISA
- Find information about your Windows device — Microsoft Support
