Service now

To request computing support, you should message remarks@stat.cmu.edu. This will put you into the ServiceNow system and make sure the correct individuals who can solve your problem sees your request ( whether it be Carl, Mikeal, Dietrich computing, our University IT support). This wiki's goal is to highlight how you can use the ServiceNow system (though we suspect you'll find it pretty easy to use rather quickly - fingers crossed).

Step 1: submit a request ticket

To submit a new request, again just email remarks@stat.cmu.edu. Please provide as much useful information as possible. You will receive an email back that looks like the image below. If you do not receive an email within 20 minutes, please check you spam inbox and if this still doesn't work within a day see the department computing IT staff in person.

service now email confirming ticket submission

 

Step 2: following up / adding more information on the ticket

From the previous email, you can see that there is a ticket created and there is a link that you can go to in order to see the progress of the ticket, add more comments, etc. If you click the link you'll get to a page that looks like

service now online website for a single ticket

On this website, you can leave additional messages for staff, include attachments and resolve issues.