New Service Desk system deploying – Oct. 19

The laboratory will switch to a new Service Desk system on Wednesday Oct. 19. The way users access the Service Desk will remain the same, but the site will have a different look and feel.

The current Service Desk web interface will be unavailable tonight from 5 p.m. to roughly midnight during the transition to the new system. At that time, the current system will only be available to view tickets that have already been resolved or closed. If you need assistance during this period, you will need to call the Service Desk at x2345.

You can preview the new system here. When you visit the new Service Desk website, you’ll be able to view news and Service Desk contact information. You will be required to log in to the system using your services account before accessing any submission forms. Once you are logged in, you will see familiar forms such as “Report a Safety Concern” and “Request Hardware Repair Service.” In addition, you will have various other options that will help the Service Desk route tickets to the appropriate support staff more quickly.

All open tickets from the old system-tickets that are not resolved, closed or canceled-will be available in the new Service Desk system. Other tickets will remain viewable in the old system until this data is moved into the new Service Desk system in late October. The old system will then be turned off.

Documentation about the new Service Desk system is available on the Service Desk website.

To demonstrate the new Service Desk system, the Computing Sector will host Brown Bag seminars from 11 a.m. to noon on Thursday, Oct. 20, and Friday, Oct. 21, in Wilson Hall One West. Staff members will also be on hand to answer questions at the Doctor is in Booth in the Wilson Hall atrium during lunch hours Oct. 21 and Oct. 25.

Marcia Teckenbrock