Using the triage wizard

Using the triage wizard

The wizard is the “tell me what to do” path. Click Raise a request on the homepage and you’ll land in it — the first screen asks something broad like “Is this about a person, an asset, or a building?” and narrows from there.

When the wizard is useful

• You’re new and don’t know what each form is for
• You’re not sure which team owns the problem
• You need a checklist rather than a blank page
• You’re a supply or visiting member of staff with no muscle memory

When to skip it

If you already know the form you want — for instance, you’ve raised “Repair printer” tickets a dozen times — type the name into the search bar at the top of the homepage. You’ll get straight to the form and skip the wizard.

If you genuinely have an emergency, skip the wizard and just hit Raise a request → Anything else to get to the catch-all form. Triage someone manually beats waiting for the wizard.

How accurate is it?

The wizard uses a simple keyword classifier under the hood — it looks at the words you type in the free-text bits and matches against the templates available. It’s not magic; if you describe a printer issue using the words “the device in room 12 isn’t doing the thing”, it will struggle.

The fix is to use plain language: “printer in room 12 not printing”. The classifier favours specific nouns over abstract verbs.

After the wizard

Once you land on a form, the wizard’s job is done. You can change anything pre-filled — subject, description, attachments. If the wizard pre-selected the wrong template, scroll back up and click Raise a different request to start over.