Upcoming changes for trouble tickets/help requests for CELS Systems

Due to the amount of crossover we have with the Argonne Service Desk in terms of the types of issues we handle, as well as the increased functionality their issue tracking system uses, CELS Systems is planning to migrate to Argonne’s service ticket system (known as Service Now). Sharing the same system allows us easily to hand tickets back and forth with CIS, something that’s been happening with greater frequency since the switch to Exchange/Outlook for mail.
What does this mean for you? Maybe nothing, really, but I wanted to make sure you were aware of the change and how some things will at least look different. For example, the e-mails you get when you submit a ticket will look different. And you’ll gain the ability to check on the status of your open issues the same way you can now with the Argonne service desk at http://help.anl.gov.
Later this month, we’re going to change the behavior of "[email protected]" to point to the new ticketing system. Those of you who’ve been paying close attention may have noticed another address ([email protected]) in some recent signage and communications. That already points to Service Now, so if you want to get a sneak peek of how things will look going forward, you can use that address the next time you need help.
On February 16th, mail to [email protected] will behave in the same way as sending to [email protected] works now. The Systems address will always work, but we’re going to be advertising the [email protected] address as the primary contact method to better reflect the group’s mission these days.
Also, because we’ll be on the same system, you can also submit tickets via the web portal at http://help.anl.gov by using your Argonne credentials. Please note, this is a convenience option for those that prefer it – you’ll always be able to use a simple mail to [email protected] (or [email protected]) from any address to get help without having to log in on anything.
This is the first step in migrating to the Service Now platform. Over the next few months, we’ll also be migrating our user-facing documentation to this, as well as integrating it into our requests for common services (WordPress blogs, mailing lists, etc.) that are currently found at http://virtualhelpdesk.mcs.anl.gov.
If you have any concerns or questions, please let me know. Also, I look forward to your feedback on how the process is working once you’ve had a chance to experience it.
Thanks!