Before switching the Business Unit for an HR case to IT, what must the user verify?

• A. The issue is a legitimate system problem
• B. The issue is user error
• C. The issue is resolved
• D. The issue is a data breach

Answer: (A)

Before routing to IT, you want to confirm that the problem originates in the system itself, not from user actions or other non-technical factors. This means checking for signs that the HRIS or related IT components are at fault—things like reproducible errors, clear error messages or logs, and any known outages or recent changes that affect the system. If the issue is truly a system fault, IT is the right team to handle it. If it’s user error, guidance or training may resolve it without IT involvement. If the issue is already resolved or involves a data breach, different workflows apply. In HR contexts, proper triage prevents delays in payroll, access, and case handling, ensuring the right team tackles the problem from the start.