IT: "Please do this fix." Person 1: "I can't, I don't have physical access." IT: "Please do this fix." Person 2: "I can't, I don't have digital access." Why

IT: "Please do this fix." Person 1: "I can't, I don't have physical access." IT: "Please do this fix." Person 2: "I can't, I don't have digital access." Why? It's [IT's?] policy.