Yale ITS uses the Service-Now platform for its technology ticketing system. Your interactions with ITS, including break/fix support and requests for services, are all logged and tracked in ServiceNow. This systems offers numerous capabilities and benefits, including:
Interactions with an IT support provider will generate an email notification to you from email@example.com and will include a targeted link to service-now.com that will allow you to track your service ticket, progress and resolution. You will be prompted to login with your Yale NetID and password to view your tickets.
An easy method to update your ticket with additional information and/or stay abreast of changes.
Resolved, documented incidents in the Service-Now knowledgebase will be accessible to all IT staff so they can help others resolve issues accurately and quickly.
Less time spent talking with IT support providers, more time to do your work.
If you have questions about Service-Now, please email or call the ITS Help Desk at 203-432-9000, or contact your local support provider.