UConn Health Community,
The UConn Health ServiceNow Project team announces the following updates.
Portal:
UConn Health Employee Service Portal is Live! Please use - https://uconnprod.service-now.com to access the employee service portal, create, track, and manage incident and request tickets.
Note: The email address servicedesk@uchc.edu is no longer active as of today. The portal will provide an easy to use method to submit tickets with predefined fields based on the type of ticket. This will expedite triage and resolution.
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
A Hub page for the UConn Health ServiceNow platform is available. It includes a detailed document for the portal as well as a quick guide. 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