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-average pc downtime when calling CGI can be up to 40mins whereas completing an IMT ticket can be done in as little as 12minutes
-launch IMT and the snipping tool by clicking the imt screen capture icon in citrix
-launching img from onesource will not provide you access to the snipping tool
-completing an IMT ticket will avoid unnecessary calls to CGI, however if IMT provides direction to contact CGI follow your current process direction and an IMT ticket number will be always be required
-you will be required to select 3 steps that will define the issue before starting your troubleshooting flow
-IMT will provide you with in-depth troubleshooting details including supporting image
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