Primary email addresses and campus sub-domains

A knowledge base article about Primary email addresses and campus sub-domains provided by the UC Berkeley IT Service Hub - Knowledge Portal

What is a primary email address?

The UC Berkeley campus directory has 2 email addresses that are used by the ITSM ServiceNow system: berkeleyEduOfficialEmail and Calnet Email.  They both hold the same content.  This is usually your @berkeley.edu email address.

 

How is the email address used in the ITSM ServiceNow system?

The ITSM ServiceNow system reads in the email from the campus directory and this becomes the primary email address within the ITSM ServiceNow system.  This is the email address to which all ITSM ServiceNow communications are sent (when incidents are created, when requests are created, when approvals are needed, etc.).  If you then later change your email address in the campus directory, this does NOT update the ITSM ServiceNow system's email address.  If you would like to change your email address in the ITSM ServiceNow system, please submit an incident by sending email to servicedesk@berkeley.edu.  

What is the impact on approvals through email?

There are some departments whose personnel use sub-domain email addresses (@cs.berkeley.edu, @library.berkeley.edu, @calperformances.org, etc.).
 
In some cases, approvals done through email from sub-domain email addresses are being rejected by the ITSM ServiceNow system because the sub-domain email address is not the primary email address in the system.
 
This scenario may help explain the situation:
 
  1. Paul submits a request for Jane’s approval.  Jane’s berkeleyEduOfficialEmail is jane@berkeley.edu. 
  2. Jane receives the Approval email. 
  3. Jane clicks ‘approve’ in the email.
  4. Jane’s ‘from’ email address is jane@subdomain.berkeley.edu
  5. Uh-oh!  ServiceNow receives the email and replies with an email stating that this email address is not the approver’s email, so Jane can’t approve through email.

 

What do I do?

If the email address that the ITSM ServiceNow system obtained from the campus directory is not the email address that you want to use for ITSM ServiceNow communication,  please submit an incident by sending email to servicedesk@berkeley.edu asking them to update your ITSM ServiceNow email address.

 

You can read more about bConnected Departmental Domains here. 

 

Questions?  Send email to  servicedesk@berkeley.edu.