Merge pull request #1406 from openjs-foundation/bensternthal-patch-1

Update requesting_LFIT_support.md \o/

project-resources/requesting_LFIT_support.md

@@ -1,44 +1,35 @@
 # Requesting Linux Foundation IT Support 
 
-This guide outlines the procedures and best practices for requesting assistance from the Linux Foundation IT Operations team.
+This guide explains how to request help from the Linux Foundation IT team.
 
 ## Who Is This Document For?
 
 This document is for OpenJS projects that have formally engaged with LF IT to support one or more of their services. If you have questions about a non-LF supported service, please contact [email protected].
 
 ## How To Contact Linux Foundation IT For Support
 
-### Submit a Ticket
+### Submit an Issue
 
-The preferred way to request IT support is by submitting a ticket through the [Jira Service Desk](https://jira.linuxfoundation.org/plugins/servlet/desk/portal/2).
+The preferred way to request IT support is by [filling an issue](https://github.com/openjs-foundation/infrastructure/issues/new?template=IT-SUPPORT-REQUEST.yml) in the [infrastucture repository](https://github.com/openjs-foundation/infrastructure). Note:
 
-Submitting reqeusts via Jira ensures your request is properly tracked and assigned appropriately.
+* This is a public repository, if you wish to file a confidential request please see the below instructions
+* Please use the "IT Support Request Ticket" issue template
 
-### What To Include
+### Submitting Confidential Requests
 
-**Clear Summary:** 
-A brief overview of the problem you're encountering. 
-
-**Detailed Description:** 
-Provide a comprehensive explanation of the issue, including: Error messages you're receiving (copy and paste if possible) Relevant logs or output Steps to reproduce the problem (if applicable) Links to failing workflows, pipelines, or jobs (if applicable)
-
-**Expected Results:** 
-Explain what you expected to happen instead of the issue you're facing. The more details you provide, the easier it will be for us to diagnose and address the issue effectively.
+Please submit any confidential requests via [Jira Service Desk](https://jira.linuxfoundation.org/plugins/servlet/desk/portal/2).
 
 ### Alternate Contact Method: OpenJS Foundation Slack
 
 For less formal inquiries you can reach out to the IT Operations team channel (#lf-it-support) in the [OpenJS Foundation Slack instance](https://slack-invite.openjsf.org/).
 
-Please note: While Slack can be a convenient way to communicate, submitting a ticket is the recommended method for official support requests as it allows for better tracking and prioritization.
-
-
 ### How Work Is Prioritized
 
-Critical issues resulting in unplanned downtime will be prioritized over other severity types. Please clearly indicate the urgency of your request in the ticket description. Non-critical issues will be addressed according to their severity and order of submission. 
+Critical issues resulting in unplanned downtime will be prioritized over other severity types. Please clearly indicate the urgency of your request in the issue description. Non-critical issues will be addressed according to their severity and order of submission. 
 
-### How To Escalate An Issue In Jira
+### Viewing The Status Of Your Request
 
-If your issue remains unresolved, you have the option to escalate it directly within the Jira Service Desk. This will bring your ticket to the attention of a senior IT team member.
+All non-confidential issues are tracked via a public [Github project board](https://github.com/orgs/openjs-foundation/projects/10).
 
 ## Have A Unique Situation?