A knowledge base article about Service Now for Telecom Orders provided by the UC Berkeley IT Service Hub - Knowledge Portal
Service Now for Telecom Orders (Telecom Catalog) and Service Now for Incidents
Dear Telecom Customer,
We wanted to let you know that CCU, our customer care/consulting unit in Telecom is now on Service Now for incident management.
We realize that this may be confusing to our customers especially since we have been on the Telecom Catalog for about 2 years already and it is part of the Service Now platform. What does that mean to our customers since there are 2 different portals to log into? Yes, there are two Service Now portals; one for placing Service Requests (orders) and the other for place an Incident (repairs).
1) Place request for all Telecom services at http://tc.berkeley.edu/
This includes:
Once the order is placed, the system generates an order or RITM number for the request. That serves as your tracking number for the service request you made.
Notification of changes about an existing order can be made directly into the order or RITM number in the notes section. The analyst assigned to process your order can see and get the information directly from the order notes or comments.
2) Open an incident for break/fix or support questions at ccu@berkeley.edu
This includes:
Once an incident is opened, the system issues a tracking number that can be used to follow your request until it is resolved. Comments can be added at any time for the analyst who is working on your incident.
Since most of our customers already know and are used to sending us questions and inquiries via our email address, ccu@berkeley.edu we thought it will be best to allow the system to automate the process of forwarding emails from ccu@berkeley.edu directly into service now incident. You will notice that when you send email to ccu@berkeley.edu, you get an incident request acknowledgement from Service Now incident management. This is efficient and removes the confusion about when to log in at a different location.
If you need on-demand consultation, we can be reached at 664-9000. Select options 1,3,1 to speak to one of our consultants.
IST Telecom