Tech Requests – Service Now
Summary of Service Now Unique to SGSM
We are now using Service Now for all tech and web requests. If you have ever emailed oit@uci.edu, this is the same system that they use.
Please do not email oit@uci.edu for any Student Government Student Media requests, as they do not know what to do, and it will delay your request.
Email any tech/web requests to the appropriate Help Desk email below.
Use your SGSM email address for requests, unless it’s for a password reset where you don’t have access to the email at the moment.
Reply to the email that’s generated when you make a request. Please don’t start a new email for the same request.
If you have a new request that is not related to your original request, please send in a new email.
If you have general questions, email Aaron (aechols@uci.edu) or Daniel (dkstone@uci.edu) directly.
Initiating a New and Managing a Service Now Request
1 initiate
Please use your Student Government Student Media email address when you make your request using the emails below. You should select the email address that matches the area that you need help with. As an example, if you are in ASUCI and need a password reset or update a website, use helpdesk@asuci.uci.edu.
helpdesk@asuci.uci.edu
helpdesk@shuttle.uci.edu
helpdesk@ags.uci.edu
helpdesk@studentgov.uci.edu
helpdesk@yearbook.uci.edu
helpdesk@newuniversity.org
helpdesk@kuci.org
helpdesk@anteater.tv
Only use your UCI email address when you need a password reset and you cannot get into your email.
Almost all requests should come from SGSM Officers with an SGSM email address, as we need the Officer (that includes Commissioners) with authority to make the request, and not an intern.
If you need any assistance with a password reset, update to websites, etc, please use the appropriate email addresses below to email in your request.
2 manage
When creating the request include as much detail / specifics as possible. For example if the request involves a specific page from a website, include a direct link to the page.
When you submit your request, you will get an email back with the subject line “SGSM Services Request SGSM000XXXX has been created”. If you need to add additional information, or if you want to inquire about the status of the request, reply to this email.
Each reply back will include all of the information from previous replies, and you will also receive a copy. Please do not create a new email directly to the Help Desk email asking the status of something that has already been started, as that will start a new request.
Make sure to always reply back to one of the emails from your original request (you do not have to reply to the latest one in the thread).
When your request is complete, we will email you back letting you know that it is done and ask you to verify the work that was requested. If you do not reply to that email with any issues within 48 hours, we will close the request, and you will need to make a new one if there are further issues. There will be some requests that we do not need a response from you, and we will respond letting you know that, and we will close the request.
Managing Multiple Service Now Requests
If you have a new request that is unrelated to a current one you already have open, please do not reply to one of the other emails with it.
Please send in a new Help Desk email request for every new item request, so that we can track the new request separately. As an example, asking for website changes and then replying back asking for assistance with a Zoom meeting.
We recommend having a separate folder for all Service Now correspondences so that you can keep track of your requests.
If you have any general questions or need help using the Service Now platform for SGSM, please email Aaron Echols (aechols@uci.edu) or Daniel Stone (dkstone@uci.edu) directly, and do not use the Help Desk email addresses.