How to submit an IT ticket for a blocked website
PURPOSE
This document outlines how to submit a support ticket for any issues relating to a website or to internet traffic that is blocked on the CDE network.
PROCESS
What is the CDE Network?
- Cardholder Data Environment (CDE) or the Point of Sale (POS) devices that process credit card transactions (Sales), such as: Kiosks, Tablets, Send Station, POS, and Server
- On a Meraki Switch this includes any device connected to ports 1-24 on the switch
- On a Dell Switch this includes any device connected to port 7-12 & 17-38 on the switch
I am trying to get to a website, but it is blocked
- If you are trying to get to any non-approved website from the server, it will be blocked per our network security regulations.
- This will happen on all POS devices such as: Kiosks, Tablets, Send Station, POS, and Server.
- You can switch over to the manager computer for any and all internet browsing necessary to conduct day-to-day business.
I need to allow a new service or site access
- If a new service or site is necessary for POS functionality from any of the POS devices (i.e., tablet, server, kiosk, send station, or POS) please follow the instructions below:
- Follow the same steps as below: Submit a Ticket and include the reasoning for the request.
Submit a Ticket
- If something is not working properly that is necessary for POS functionality, please follow the instructions below:
- Browse to the Mister IT Support Portal
- Click on Report a New IT Issue
- Complete the Form as indicated
- Requestor: Site Email Address
- Subject: Service Blocked
- Store/Region/HQ: Where is this happening?
- Category: Internet/WIFI/Network
- Sub-Category: Firewall
- Description: Enter as much detail as possible for what you are trying to do and what is happening, this will help find the resolution as quickly as possible.
- When completed in full, click on Submit
- The ticket will escalate to Mister IT Support and will be handled per the standard procedure for a Severity 0 ticket.