Starting December 22, 2025, when a user sends a hardware request through the [email protected] email, they must use the IT Service Catalog instead. The best thing to do is always be open to rush/urgent requests. For those, tell them they will keep this ticket open while we start to work on their request. In the meantime, they can either go through the below process to get to the catalog through Sharepoint or go to this link (Service Catalog : Keeley Companies) to submit the ticket properly.
1. Go to the Keeley sharepoint site here. Go to Departments and then click on Information Technology.
2. Then, on the Information Technology page, they would choose the top-center option, "Hardware/Software Catalog" option.
3. Another way the user can submit is by logging into FreshService and the top right of the page choose Create. Then, choose Service Request.
4. From here, if they choose a laptop, tablet, or phone, there is an option to add-on software in the request at the bottom of every catalog item. Once submitted, it will come in to the IT FreshService queue with the correct user information, shipping options, and options to add software.
5. A canned response for when the request is urgent or white glove as well as a standard response has been created and available for the entire team to use. These are stored in the Information Technology folder under General. The two responses are Needs to Submit Through Catalog for a non-urgent request, or, Needs to Submit Through Catalog - URGENT TICKETS for urgent issues or white-gloving users.