Before switching the Business Unit for an HR case to IT, the user should ensure which of the following?

• A. the issue is a legitimate system problem
• B. the issue is user error
• C. the issue is resolved
• D. the issue is not related to security

Answer: (A)

Escalating to IT should be reserved for true technical faults. Before moving an HR case to IT, you want to confirm that what you’re facing is a legitimate system problem that only IT can fix. This ensures IT resources are used efficiently and that the issue truly requires technical investigation, rather than being a user mistake or a completed issue.

If what you’re seeing is due to user error, it can typically be addressed through guidance, training, or a help-desk correction rather than a technical escalation. If the issue is already resolved, there’s no need to involve IT. And while security matters are important, not every IT escalation is driven by security concerns; the primary criterion is that there is a genuine system problem that needs technical troubleshooting.