ITS Service Hub Frequently Asked Questions

Reach us by email (servicedesk@ucsd.edu) or by phone (858-246-4357).

We do not recommend you copy others when you contact us by email. Unfortunately, if you copy others, should one of the individuals copied reply to emails sent by us, it can potentially generate numerous tickets for your request and hamper our ability to serve you.

Instead, we recommend that you and your customers use our customer portal https://servicedesk.ucsd.edu) to submit an issue or create a request, and within that system, invite colleagues to participate as "watchers."

To assign a watcher:

1. Login to the customer portal
2. Click on the recently created ticket
3. Click on the watch list and add individuals you want to receive updates about the issue or request

• Login to the customer portal (https://servicedesk.ucsd.edu). Go to your My Active Tickets page. Click on Provide Feedback.
• Contact us via email (servicedesk@ucsd.edu) or phone (858-246-4357).
• Respond to the customer survey sent to you via email when your ticket (request or incident) is closed.

We have received a lot of interest from campus to use our ServiceNow platform. In response, we are currently piloting the system with a campus IT department to better understand campus needs and opportunities.

1. An agent will propose a solution which will send an email to the customer
2. The customer can select "Accept Solution" or "Reject Solution" from the email or via the portal.
   • "Reject Solution" requires a comment.
3. If there is no response from the customer after 3 days the ticket is closed and email is sent to the customer.

4. Once the issue is closed (either by the customer responding, or 3 days passing), a survey is sent out.

• Resolved
  • IT Services has completed work on the incident or request and needs  confirmation with the customer that things are working properly.  A “Resolved” record does not close for 10 days, allowing the customer to respond if the problem returns or is intermittent.
• Closed
  • The life-cycle of the ticket has been completed. Customers can re-open the ticket if the problem wasn't resolved/fixed.