As part of our ongoing efforts to improve Division of IT services, the Service Delivery and Support team is announcing our next planned ServiceNow upgrade. These customer-facing changes will be effective after 5:00pm Thursday, January 11th.
- When submitting a ticket through the Self-Service Portal, a confirmation page will now appear after submission. This will help alleviate issues with customers submitting duplicate tickets, as previously it was not clear to our customers if their ticket was successfully submitted.
- If you are ordering or requesting a service by selecting “Order Something”, after your order is submitted you can view your request by selecting “My Tickets” at the top of the screen (as shown above). This is available immediately upon submission.
- If you have reported an issue with a service by selecting “Report an Issue”, you will receive a separate email after the Division of IT Service Desk processes your submission. Please allow additional processing time for the triage of your submission before it displays in the Self-Service Portal “My Tickets” at the top of the screen. You will also receive an email once this process has completed.
- The PeopleSoft access form in the Service Catalog has been updated as requested by the PeopleSoft team. Customers can now select individual Finance or HR/Payroll
We appreciate your ongoing participation as we begin to implement our release schedule. If you have any feedback, questions, or concerns, please let us know. A special thanks to those that helped recommend and test these updates.
Thank you,
Service Delivery and Support