IT request intake form with conditional logic

Start the request

1. Someone on the team needs something from ITRequester

   For whoever owns the IT request form. Each step is a question the form asks or an action it takes, and each branch is where an answer sends the requester. Ask only the questions the last answer made relevant, so a broken laptop never has to answer the software questions.

   Swap in your own queues, spending limit and approval rules. The routing at the end works the same whether the answers go to a ticket system, a shared inbox or a webhook.

2. Ask for the requester's name, work email and teamRequester

   Fill these in from single sign-on when you can. A form that already knows who's asking is shorter and gets fewer typos in the email field.

3. What kind of request is it?Requester
   • Something is broken: go to step 4, Ask what stopped working, when it started and what the requester already tried
   • Access to a system: go to step 11, Ask which system and what the requester needs to do in it
   • New hardware: go to step 18, Ask what the requester needs and why the current equipment won't do
   • Software or a licence: go to step 24, Ask for the product's name and whether the team already uses it
   • Something else: go to step 28, Ask for a one-line description of what the requester needs
4. Ask what stopped working, when it started and what the requester already triedRequester
5. Can the requester still do their job?Requester
   • No: go to step 6, Mark the request urgent and page the on-call technician
   • Yes: go to step 7, Ask whether anyone else on the team sees the same problem
6. Mark the request urgent and page the on-call technicianRequester

   Then go to step 30, Send the confirmation with a ticket number

7. Ask whether anyone else on the team sees the same problemRequester
8. Do other people see the same problem?Requester
   • Yes: go to step 9, Mark it as a possible outage and route it to the infrastructure queue
   • No: go to step 10, Route it to the service desk queue
9. Mark it as a possible outage and route it to the infrastructure queueRequester

   Then go to step 30, Send the confirmation with a ticket number

10. Route it to the service desk queueRequester

    Then go to step 30, Send the confirmation with a ticket number

11. Ask which system and what the requester needs to do in itRequester

    "What you need to do" beats "what level of access". Most people don't know your role names, and the access team can pick the role from the task.

12. Does the system hold customer, payroll or financial data?Requester
    • Yes: go to step 13, Ask for the business reason and the manager's name
    • No: go to step 17, Route it to the access team
13. Ask for the business reason and the manager's nameRequester
14. Did the manager approve the access?Requester

    Send the manager a one-click approval from the form. Don't make the requester chase it.

    • No: go to step 15, Tell the requester the access was declined and why
    • Yes: go to step 16, Route it to the access team with the approval attached
15. Tell the requester the access was declined and whyRequester
16. Route it to the access team with the approval attachedRequester

    Then go to step 30, Send the confirmation with a ticket number

17. Route it to the access teamRequester

    Then go to step 30, Send the confirmation with a ticket number

18. Ask what the requester needs and why the current equipment won't doRequester
19. Is it replacing a device that's broken?Requester
    • Yes: go to step 20, Ask for the broken device's asset tag and route it to the hardware queue as a replacement
    • No: go to step 21, Is the cost over the team's spending limit?
20. Ask for the broken device's asset tag and route it to the hardware queue as a replacementRequester

    Then go to step 30, Send the confirmation with a ticket number

21. Is the cost over the team's spending limit?Requester

    Put the limit in the question, for example "Is this over $500?", so the requester can answer without looking it up.

    • Yes: go to step 22, Ask for the budget owner's name and route it to the hardware queue for budget approval
    • No: go to step 23, Route it to the hardware queue
22. Ask for the budget owner's name and route it to the hardware queue for budget approvalRequester

    Then go to step 30, Send the confirmation with a ticket number

23. Route it to the hardware queueRequester

    Then go to step 30, Send the confirmation with a ticket number

24. Ask for the product's name and whether the team already uses itRequester
25. Is the product on the approved software list?Requester
    • Yes: go to step 26, Route it to the licensing queue
    • No: go to step 27, Ask what the product is for and which data it would touch, then route it to security review
26. Route it to the licensing queueRequester

    Then go to step 30, Send the confirmation with a ticket number

27. Ask what the product is for and which data it would touch, then route it to security reviewRequester

    Then go to step 30, Send the confirmation with a ticket number

28. Ask for a one-line description of what the requester needsRequester
29. Route it to the service desk queue for triageRequester

After submit

30. Send the confirmation with a ticket numberRequester

    Email the requester a summary of their answers and the ticket number, and post the same answers to the queue's inbox or webhook. The queue should never have to open the form to read the request.

31. Does the queue need anything the form didn't ask?Requester
    • Yes: go to step 32, Ask the follow-up question on the ticket, not in a new form
    • No: go to step 34, Work the request and close the ticket
32. Ask the follow-up question on the ticket, not in a new formRequester

    Each follow-up you keep asking is a question the form should ask on that branch. Add it there, and the next request arrives complete.

33. Work the request once the answer comes in and close the ticketRequester
34. Work the request and close the ticketRequester