memories/aipm-playbook-misrouted-out-of-scope-requests-708f1609.md

memory

Purpose

Handling procedure for requests submitted to AI Operations that are entirely outside its remit. Work-type label: N/A — close and redirect immediately.

Who typically asks

Any employee unsure which internal service desk owns a tool/access type, defaulting to AI Ops.

Recognize at Intake

Requested system is outside AI Ops' remit: Salesforce, Jira, GitLab, Google Workspace/Apps Script auth, Gong/Business Applications APIs, or customer-facing security due-diligence.

Handling Procedure

  1. Identify if the requested system is outside AI Ops' remit.
  2. State plainly which team owns it (Business Applications, Corporate IT/DISD, Google Workspace admin, Security) and why AI Ops can't action it directly.
  3. Provide the exact correct ticket-type/portal link, not just the team name: https://docebo.atlassian.net/servicedesk/customer/portals. Where AI Ops has a standing relationship with the owning team, offer to expedite/vouch.
  4. Close the ticket as "Cancelled" once redirected. Never action the request in the wrong queue as a favor.

Quick-Reference Redirect Table

  • Salesforce/Business-Applications API or access requests (e.g. Salesforce API key, Gong API access) → Business Applications service desk (portal 6/group 12/create 26; Salesforce access specifically → create 378).
  • General app/tool access requests (Jira access, GitLab access, Claude/ChatGPT access for MCP testing, docebo.eu-domain tier changes) → "Application Access Request" ticket type (portal 6/group 12/create 259); docebo.eu-domain or new-tool provisioning escalates to DISD/Corporate IT.
  • Google Workspace/Apps Script auth and policy issues (row-count caps, AppScript running-permission approval) → Corporate IT / Google Workspace admin portal (portal 6/group 12/create 27). AI Ops does not manage Google Workspace or authentication.
  • Customer-facing AI/security due-diligence questionnaires (vendor or renewal risk assessments) → Security team via #security Slack channel.

Common Pitfalls

  • Employees don't know AI Operations is a distinct queue from general IT/Corporate IT/Business Applications.
  • Recurring near-identical redirects for the same systems suggest an intake-form gap rather than pure user error.

Typical Turnaround

Same day — fastest-resolving pattern on the desk, requires no technical work, just correct routing.

Reference

Confluence page ID 6030229520. Part of the AIPM request-type playbook set; see [[AIPM Intake SOP]] for overall triage/classification.