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I&R IT will be rolling out a new ticketing system as part of our ongoing efforts to improve service delivery, communication, and visibility into IT requests.

What’s changing:

On June 1st, we will be transitioning from our current ticketing process to a new, campus-supported platform. The new system will provide:

• Improved tracking and status visibility

• Clearer communication throughout the lifecycle of a request

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What this means for you:

At a high level, how you request support will remain familiar, but you will direct all emails for service requests and incidents to a new email address.ÌýThe notifications sent will be new and improved to provide you with more insight on your ticket status. We will share the new email address and what to expect in advance of the go-live date.

What’s next:

Over the coming weeks, you can expect additional communications with:

• Instructions for submitting requests in the new system

• What will happen to existing open tickets

• Support options, including office hours

Our goal is to make this transition as smooth as possible and to ensure you feel supported throughout the change. Thank you in advance for your partnership as we move to this improved solution.

If you have immediate questions, please feel free to reach out to the I&R IT team.