New Technical Support Website

The New Technical Service Desk Ticketing System and Help Website will transition us from ServiceNow to Jira, with a go-live date of March 1.

Status: Complete

Audience: Faculty, Staff, and Students

Timeline Details:

• Fall term 2022 - Transition began to move content and process from Service Now to JIRA

• Spring term 2023 - Final steps in transitioning to the new ticketing system and help website

• February 2023 - ticketing administrators trained; communication plan initiated

• Live for all users on March 1, 2023

Support:

The IT Technical Service desk will be available via phone or ticket to assist if there are questions on the new systems or what users should expect during the transition period.

About the Project:

The Technical Service Desk is excited to announce that a new Help Desk website and ticketing system are coming soon! These changes are based on feedback that our current site (help.fscj.edu) has a lot of information and may be confusing to first-time users, especially when trying to decide if they should Submit A Request or Submit A Ticket. 

Our new site does away with the endless links and confusing terms and instead, you just click on the Tile for the team you want to connect with, fill out a form, and click Send and it will get right over to that team so you can get the help you need.

A link to a demo video will be shared on the next On Point, the new system will be live on March 1st, and we hope you’re as happy with the new Help Desk as we are.

Tips & Common Questions 

• When will the site be live?

  • March 1