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ServiceNow Upgraded to Helsinki Release

ServiceNow has been upgraded to the Helsinki release.   Please encourage your customers to utilize the enhanced Self Service Portal at help.emory.edu.    There are a lot of new features with this release and if you haven’t had a chance to attend one of the training sessions, please take time to review the following presentations.

For our customers, the Self Service Portal will be a more interactive portal for finding knowledge articles, request catalog items, and checking the status of open incidents and request items.  Customers can also chat with a member of the Service Desk by using the Live Chat feature.  In addition, they will be able to view system status details for major incidents without having to view an alternate site.

We do have several known errors that we are working to resolve.  Those defects are documented in knowledge article KB05519.  One defect to be aware of is that the Self Service Portal does not show closed tickets or the resolution details for resolved tickets.  Customers will still receive an email but if they can’t locate it or have questions they will need to contact the University Service Desk.  If you find any other issues, please submit a ticket through ServiceNow to the ITSMO team.  We will review each defect and prioritize it for resolution. 

If you have any questions, please contact ITSMO at itsmo@emory.edu.