Please find a better way to get help at the new Service Hub portal found here. At the Service Hub, you will be able to review helpful articles in the new Knowledge Base, submit, review, comment on, and self-resolve your requests, and peruse campus-wide IT service offerings. If you choose “College of Engineering” under “My Support Team” when submitting a new ticket, routing of the ticket will be identical to using your departmental email address as in the past.
New IT Hot Line!
You can talk directly to IT support at (530) 784-ITSM (4876) during normal business hours. This telephone number can also be used to submit text messages (greater than 140 characters allowed) or leave voice mail after hours. Text messages and voice mail will be routed through the normal ticketing system.
Email still works too
Departmental IT support email lists are:
Biological and Agricultural Engineering firstname.lastname@example.org
Biomedical Engineering email@example.com
Center for Watershed Sciences firstname.lastname@example.org
Chemical Engineering and Materials Science email@example.com
Civil and Environmental Engineering firstname.lastname@example.org
Dean’s Office email@example.com
Electrical and Computer Engineering firstname.lastname@example.org
Institute of Transportation Studies email@example.com
Mechanical and Aerospace Engineering firstname.lastname@example.org
To directly contact IT Shared Services for assistance with a service directly offered by our group, please email email@example.com.
- All email communications regarding your request will now be coming from Service-Now and may be caught by your SPAM filter. Please include “firstname.lastname@example.org” in your email client address book to avoid this problem.
- Ensure all requests for IT assistance are sent to your departmental IT support email address (listed above). We will be capturing all requests in the new tool. Therefore, messages sent directly to departmental technicians will have to be reentered into the new tool, increasing overhead and keeping them from immediately supporting your needs.
Service-Now is a cloud hosted IT Helpdesk tool that is widely used at other UC campuses and in many other industries. The College of Engineering is the first college at UC Davis to adopt the tool that will eventually be the campus-wide standard for ITSM. This tool is a key component of the strategic plan designed by the College’s IT Workgroup in 2011 and adopted by all departments. Every effort has been taken to ensure a smooth transition (hopefully transparent) to this new system. . Much of the work for this phase is happening behind the scenes as IT staff begin using common tools and processes.
Please do not hesitate to contact your departmental IT support person or Ken Jones (the College’s IT Service Manager) if you have any questions or concerns about the implementation.