Get ready for a new, customized IT support experience -- one integrated site, where you can find information and how-to instructions, make requests for standard IT services, get help when you have issues, follow up on your support tickets and more. The new site is built on ServiceNow, the industry-leading tool we have been using for the past two years, to manage support tickets behind the scenes.
Our current IT Services website (www.mcgill.ca/it) will still remain a hub for IT news and events, training calendars and policies, and we will be redesigning it to provide more streamlined content with direct links to information and features on the new IT Support site.
"I love that everything is all in one place!"
- quote from an early adopter
In April, we invited a group of "early adopters", comprised of students, instructors and staff members from across the McGill community, to try out the site and help us refine the user interface and features before launching it to the McGill-wide community. They especially loved the new ability to view and follow up on their own support tickets all in one place, rather than hunting through emails from IT Support. They appreciated the new structure of the IT Knowledge Base. They also liked the new request forms that have been integrated, and understood that we are planning to move more into the site as development progresses.
Highlights and main features:
Search, browse and comment on knowledge
You'll find how-to information, service descriptions, FAQs, known issues and workarounds in our extensive knowledge base.
And now you will be able to comment on and rate each knowledge article so that we can keep our content fresh and relevant to you.
Need to set up a new computer for a staff member? Or request a printing refund? Or maybe you want us to make your new website live. The new IT Support site contains a searchable "service catalogue" of request forms that are tailored to specific IT requests and can automatically fill in fields based on your selections.
At this first deployment phase, you'll notice that many request pages still link back to our older webforms, but we will gradually integrate more of them into the new site over the coming year.
If you have questions and can't find the answers in our Knowledge Base, it's time to click Report an issue and let us know how we can help.
But if you're really stuck and your issue is urgent, don't hesitate to call the IT Service Desk by phone and speak directly with one of our support agents.
Follow up on your tickets
No more searching through emails to find your previously submitted IT Support tickets. The My tickets page allows you to keep track of all your tickets/requests/incidents and business needs in one place. You can view details, such as the current state (Open, In Progress, Closed, On hold) and date they were last updated, read through correspondence exchanged, and add new information or questions right on the spot.
Check system status
Ever wonder if you're the only one having an issue? You can now view Current system outages right from the IT Support homepage. Go to the System status page to dive into the details of specific systems and view upcoming planned maintenance. You can even subscribe to receive notifications in case of problems with systems critical to you.
When can you get started?
The new IT Support site will launch on June 17, 2020. Watch for announcements!