ODOE Service Request Intake

Request Intake

Business-friendly front door for submitting work, clarifying need, and letting AI assist with structured triage before the request enters the queue.

Front Door

Make it easy to ask for help the right way.

This page is designed for staff, program managers, and stakeholders who need a clear way to request IT help. AI supports better intake by identifying missing information, detecting duplicates, suggesting routing, and drafting a structured summary before the request becomes work in the queue.

Audience: staff, managers, program partners AI role: clarify and triage Human control: requester confirms before submit
better intake
72%

Requests complete on first submit

same day
4.2 hrs

Median intake-to-routing time

AI-assisted
38%

Requests improved by AI clarification

to reduce
12%

Duplicate or related requests

Business-Friendly Request Form

The form should ask for the information that actually helps routing, prioritization, and delivery, not just generic ticket fields.

Requester confirms before submit

Request Type

Issue or outage Access request Data or reporting request Website or content update Enhancement or automation Security exception

The category is suggested by AI but always visible to the requester before submission.

Required Submission Fields

Business need

What are you trying to do, and why does it matter?

Required
Affected users or audience

Who is blocked, impacted, or waiting on this request?

Required
Needed by

Business deadline with context, not just a preferred date.

Required
Approver

Required for access, exceptions, and some change-related work.

Conditional
Attachments or examples

Screenshots, reports, links, or source files when helpful.

Optional

AI Intake Assist

AI helps make requests clearer before they enter the queue. It should improve the request, not silently decide it.

Advisory only

What The Requester Writes

Often incomplete, urgent-sounding, or missing business context.

Raw input 
"Our dashboard is wrong again and leadership needs it fixed before next week. It has something to do with the public data update. Please help as soon as possible."

What AI Returns

Structured summary, missing fields, likely route, and duplicate detection.

AI assist

Suggested type: Data / reporting request

Structured summary: Leadership dashboard appears incorrect because the public data refresh may have failed or posted incomplete data.

Missing information: Which dashboard, which data source, what is incorrect, and who is affected.

Related request found: Possible duplicate of `REP-2335 Public Data Refresh Validation`.

Routing suggestion: Data / reporting owner with stakeholder notification flag.

Submission Pipeline

The intake experience should be simple for requesters while still producing a governed, actionable work item for IT.

1. Capture

Requester selects a plain-language request type and explains the business need.

clear prompt attachments deadline context

2. Clarify

AI suggests missing information, possible duplicates, routing, and likely approval needs.

duplicate detection field completion routing assist

3. Confirm And Create

The requester confirms the final summary, then the platform creates the governed ticket or links to an existing incident.

requester confirmation audit entry tracked queue item
A strong intake experience is the front door to service quality. If requests arrive incomplete, duplicated, or side-channel, every downstream dashboard becomes less trustworthy.