- Author: Damon DiPietro
I wanted to pass along this information- The UC Davis Information and Education Technology department help desk (known as IET help) is changing their ticketing system. Here is the write up:
On August 29th, IT Express, along with multiple other IET teams, will be going live with a new incident tracking system called ServiceNow. Along with this system change the automated email response that customers receive when submitting a help ticket will be changing. Our name, IT Express, is not changing but we will be identifying ourselves, through the ServiceNow system, as the "UC Davis Service Desk."
We have intentionally generalized our identification to enable multiple departments, administrative units and colleges to join the ServiceNow shared environment. We believe that this change will help provide a consistent and positive customer experience, especially when tickets require escalation between campus service desks. We have included a sample of the new email response at the end of this message.
We are giving you advance notice because we recognize that this change may raise suspicions of a phishing attempt due to its generic nature.
Sample Email Response:
From: UC Davis Service Desk
Thank you for contacting the UC Davis Service Desk. We have received your request INC00XXXXX and are working to resolve your issue as quickly as possible. We will contact you via email when we have come to a resolution.
The UC Davis Service Desk
ANR division members should submit tickets within the ANR Help Desk ticketing system before using UC Davis's system. To do this, log into your ANR portal and in the upper right corner, click the Get IT Help button and create your ticket.
This is also a good time to remind everyone of multiple daily phishing attempts that many email accounts receive. Please see my blog post below and forward it to any co-workers, friends or family members who question whether an email is legitimate or a phishing attempt.
ANR Communication Services and Information Technology
1850 Research Park Dr., Davis CA, 95618
Phone: (530) 754-3920
Fax: (530) 754-3904
Click here to create an ANR IT Troubleticket: