<div dir="ltr">See message below from James Frazee,
Chief Academic Technology Officer<br>
Associate Vice President, Instructional Technology Services<br>
San Diego State University
<div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">---------- Forwarded message ---------<br>From: <b class="gmail_sendername" dir="auto">James Frazee</b> <span dir="auto"><<a href="mailto:itsfacultysupport@sdsu.edu">itsfacultysupport@sdsu.edu</a>></span><br>Date: Thu, Dec 19, 2019 at 12:59 PM<br>Subject: ITS Transition to ServiceNow<br>To: <<a href="mailto:agibson2@sdsu.edu">agibson2@sdsu.edu</a>><br></div><br><br><u></u>
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<span class="m_3695131483893274777mcnPreviewText" style="display:none;font-size:0px;line-height:0px;max-height:0px;max-width:0px;opacity:0;overflow:hidden">ITS is transitioning to a new help desk ticketing system</span>
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Hello,<br>
<br>
We are writing to request the following message be shared with your department’s faculty and staff:<br>
<br>
Instructional Technology Services (ITS) is transitioning to a new help desk ticketing system called ServiceNow. ServiceNow is the IT Service Management tool currently used by multiple IT groups across SDSU for submitting, reassigning and tracking IT support tickets. To learn more about the campus’ transition to ServiceNow please review the <a href="https://sdsu.us8.list-manage.com/track/click?u=6976c8fce34971d911c691db8&id=19b9c3b037&e=8202d127f9" style="color:#007c89;font-weight:normal;text-decoration:underline" target="_blank">ServiceNow Deployment page</a> available on the <a href="https://sdsu.us8.list-manage.com/track/click?u=6976c8fce34971d911c691db8&id=c9ef8348c5&e=8202d127f9" style="color:#007c89;font-weight:normal;text-decoration:underline" target="_blank">https://it.sdsu.edu/activities</a> website.<br>
<br>
Starting January 6th, faculty and staff can submit support tickets to ITS online via ServiceNow. These tickets are now referred to as “incidents”. Please note, emails sent to ITS support addresses will auto-reply asking you to submit the incident via ServiceNow. Linked below is an instructional guide on how to submit an incident to ITS. Also, linked in the instructional guide is a short how-to video tutorial.<br>
<br>
<a href="https://sdsu.us8.list-manage.com/track/click?u=6976c8fce34971d911c691db8&id=d4096898c5&e=8202d127f9" style="color:#007c89;font-weight:normal;text-decoration:underline" target="_blank">How to Submit an Incident to the ITS Help Desk in ServiceNow</a><br>
<br>
We thank you in advance for your understanding as we strive to continuously improve our support for faculty and staff. If you have any questions please don’t hesitate to contact our Help Desk at 619.594.4357 (4HELP), or submit an incident via ServiceNow.<br>
<br>
Yours in service,<br>
<br>
Dr. James P. Frazee<br>
Chief Academic Technology Officer<br>
Associate Vice President, Instructional Technology Services<br>
San Diego State University
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<i>Copyright © 2019 SDSU Instructional Technology Services, All rights reserved.</i><br>
You are a staff member designated as a department coordinator.<br>
<br>
<b>Our mailing address is:</b><br>
<div><span>SDSU Instructional Technology Services</span><div><div>5500 Campanile Dr</div><div>Instructional Technology Services</div><span>San Diego</span>, <span>CA</span> <span>92182-8114</span></div><br><a href="https://sdsu.us8.list-manage.com/vcard?u=6976c8fce34971d911c691db8&id=3181461e4f" target="_blank">Add us to your address book</a></div>
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</div><br clear="all"><br>-- <br><div dir="ltr" class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div><div dir="ltr"><div><font size="2">Arlene Gibson</font></div><div><font size="2">Administrative Support Coordinator<br></font></div><div><font size="2">Phone: 619 594-6061</font></div><div><font size="2"><a href="mailto:agibson2@sdsu.edu" target="_blank">agibson2@sdsu.edu</a><br></font></div><div><font size="2">Room E-203<br></font></div><div><font size="2">College of Engineering, Dean's Office</font></div><div><font size="2">San Diego State University<br></font></div></div></div></div></div></div></div>