Help Desk: Submit an Urgent or Critical Request
Urgent or Critical requests are restricted to department heads, HPG IT, and the executive team. Any employee experiencing an issue should report it immediately and directly to the help desk through any of the supported channels. (Portal, E-Mail, or Text)
Urgent requests are defined as issues affecting a group the entirety of the organization, either in a technical, physical, or financial manner. Urgent requests are not enhancement or change requests.
Employees, even if your issue meets the above definition, you are required to submit a help desk ticket immediately. After submitting the request, reach out to your regional IT administrator via Teams, email, or phone.
Department Heads, follow the below to report an urgent request.
- Go to https://helpdesk.hpgbrands.com and click on "Request New Service."
- Sign into the help desk if requested
- Search the Service Catalog using the keyword "Critical." A list of urgent and critical service issues will be provided. Select the one that best meets the description of the issue you are experiencing.
- Fill out the form and submit it to request help with the urgent/critical issue.
If these request items do not appear, you are either not the head of a department or have not been identified as a department head. Typically, the department heads are at Director, VP, or other executive levels.