Improvements Coming Soon for Information Technology’s Service Requests and Service Tickets

Beginning Monday, April 30, Emory IT will offer enhanced communication features on its ServiceNow Portal which is used for requesting service tickets for your IT needs.

Email notifications from ServiceNow will now contain a direct link to your ticket on the ServiceNow Portal, allowing you to view your ticket’s status. Simply click on the link and log in using your Emory username and password to manage your tickets 24/7.  With this new feature, you can:

• View the current status of your ticket
• Request a status update from your Service Provider
• Send a message to your Service Provider when you add information to your ticket  
• Send a message to your Service Provider when you add attachments to your ticket
• Review the resolution details of your ticket

From the ServiceNow homepage (help.emory.edu), you can:

• Submit a new request for service or repair
• Initiate many commonly-requested tasks
• Order software, devices, or other items
• Search the ServiceNow knowledgebase for articles and self-help resources
• Chat with a University Service Desk Analyst (between 9:00 AM and 5:00 PM Monday through Friday ONLY)
• Complete an Active Survey/Assessment
• Initiate or participate in a Community discussion

If you have questions about how to use the Service Portal (how to log in, submit a ticket, place an order, check on the status of a ticket), visit KB05994 (https://emory.service-now.com/kb_view.do?sysparm_article=KB05994) for Service Portal instructions or send an e-mail to ITSMO.emory.edu.