How to submit an IT ticket for a blocked website

Modified on: Thu, Mar 13 2025 10:29 AM

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?

  1. 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
  2. On a Meraki Switch this includes any device connected to ports 1-24 on the switch
  3. 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

  1. If something is not working properly that is necessary for POS functionality, please follow the instructions below:
    1. Browse to the Mister IT Support Portal
    2. Click on Report a New IT Issue
    3. Complete the Form as indicated
      • A screenshot of a computerDescription automatically generated
    4. Requestor: Site Email Address
    5. Subject: Service Blocked
    6. Store/Region/HQ: Where is this happening?
    7. Category: Internet/WIFI/Network
    8. Sub-Category: Firewall
    9. 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.
  2. When completed in full, click on Submit
  3. The ticket will escalate to Mister IT Support and will be handled per the standard procedure for a Severity 0 ticket.
Was this answer helpful?