When you tell the Service Desk Representative your Department name, say the entire department name –Department of Natural Resources – instead of telling them "DNR." We have had a few tickets get listed under the wrong agency (e.g., DHR), and it took direct intervention  to get them back under DNR's listing so we could keep track of them.

Make sure you say and spell your name clearly. Use military phonetic (see below) if you feel you have to.

Make sure you have the Service Representative repeat your name back to you. We have had several instances of people whose names were misspelled when the Service Representative entered them in the system … even though the caller carefully spelled their name (sometimes using military phonetic; see below).

Make sure they have your correct e-mail address. Although some people use @gadnr.org or @gaepd.org as their e-mail address convention, the preferred e-mail address convention is:

firstname.lastname@dnr.state.ga.us

If you have been with DNR for six months or more, your name should be in the system accessed by the Service Representative. If they do not find you, have them enter your name. Also let the Customer Care Team  know.

Do not provide your first initial and last name as your e-mail address. If we have to look for TSmith in Groupwise, that would take a long time, with no assurance that the proper person would be contacted.