UConn Health Community,
The UConn Health ServiceNow Project team announces the following updates.
Dates
UConn Health ServiceNow replacement of Footprints is now live!
UConn Health Employee Service Portal Go-Live is planned for Tuesday, Sept. 10. Our organization will have access to the employee service portal, which will allow for the creation and tracking of incidents and requests.
Incident vs. Request Ticket
In ServiceNow there will be an INC ticket type to track incidents and a REQ ticket type to track new requests. There will not be a different ticket type to track Epic tickets. This will be managed through category and subcategory.
To help the organization know which ticket should be created either in the portal or with the assistance of the Service Desk, please reference the scenarios below:
- Incidents = INC
- “I had something yesterday, but it is broken today.”
- Examples: PC issues, system availability, or application break/fix
- Requests = REQ
- “I never had something, but I need it.”
- Examples: Maintenance changes, new hardware, new software, or enhancements
Documents
Documents can be found on the HUB at, Documentation and Training (uconnhealth.org). Current documentation is for IT and IT support teams but next week’s HUB news, a document with instructions on how to use the portal will be available.
A Hub page for the UConn Health ServiceNow platform is now available. Please check back to the Hub and be on the lookout for additional communications on training documentation and features that will improve how UConn Health supports its community.
Thanks,
UConn Health ServiceNow Project Team
For more information, contact: David Miner at daminer@uchc.edu