Screening electronic service requests

A method in a computer for submitting requests for assistance with solving a problem experienced by a user while using information technology, the method comprising:

• receiving from a user service request information identifying the problem experienced by the user, the service request information including area identifier corresponding to a system accessible by the user and sub-area identifier corresponding to a subsystem accessible by the user;
• retrieving the area identifier from the received service request information;
• retrieving the sub-area identifier from the received service request information;
• searching a collection of system status and subsystem status information for a correspondence with the retrieved information, the correspondence indicating that the service request may be redundant;
• where a correspondence indicating that the service request may be redundant is identified, providing to the user an alert message indicating the correspondence to the user and providing to the user an opportunity to cancel the service request;
• and
• where no correspondence is found or where the request is not cancelled, sending the request to at least one member of a support staff responsible for addressing the request.