In my workplace, there are two IT departments, and each handles a different thing. This is not always obvious to the non-IT staff and as a result they often send stuff to my department that should be handled by the other one.
Sometimes I know how to fix issues that are incorrectly sent to my department but I'm not sure if I should be servicing such requests or forwarding them on to the other IT department.
Recently there was a situation where a user started arguing with me and insulting me when I told him that we didn't deal with his issue, and that he'd need to contact the other IT department.
Is it appropriate for me to service requests that are within my capability but not my department's remit? Even if I haven't be directed to do so?
If not what would be the best way to handle such requests so as to avoid antagonizing users like the one I mention above?