If you have a ClickIT / Service Manager ticket number and you need to find the status (tickets usually start with IM, then 6 digits, like IM765456) you can either:
You can also use a shadow-IT tool, http://ebiz/cgi-bin/maketicket.cgi to get a permalink to view the ticket status from the RPM team. This tool is a box under a desk, and may not always be available, but it's been working for 5 years . . .
Feel free to share.