ServiceNow-FAQ

With the implementation of ServiceNow, can I still call the Help Desk?

You can still reach the BCTC Service Desk at 646-312-1010 during business hours. However, you can now submit a request or incident through the ServiceNow portal, which is available 24 hours a day and allows you to monitor the progress and status of your requests and incidents.

How do I access the ServiceNow portal?

The ServiceNow portal can be accessed via your CUNYFirst login.

How do I open a ticket if I do not have a CUNYFirst login or need help accessing the ServiceNow portal?

If you do not have a CUNYFirst login or are experiencing a problem accessing the ServiceNow portal, please contact the BCTC Service Desk at 646-312-1010 during our business hours. A service desk representative will open a ticket for you.

Will I receive emails for tickets opened in ServiceNow?

Yes, for any request or incident you create in the ServiceNow portal, you will receive an email with a ticket number and a link to the ticket. You can also log into the ServiceNow portal to check on the progress of your ticket.

Can I open a ServiceNow ticket via email?

No, after ServiceNow’s implementation, emails sent to helpdesk@baruch.cuny.edu and helpdesk1@baruch.cuny.edu will not create a Service Desk ticket. Instead, you will receive an auto-response email and a link to the ServiceNow portal to create a Service Desk ticket. This is being done to consolidate and streamline help desk service requests.

What is the ServiceNow portal?

The ServiceNow Portal is a comprehensive self-service platform that provides students, faculty, and staff with a unified access point to IT support services and information related to their technical needs. It is a significant step forward in our efforts to enhance efficiency, streamline processes, and provide better support for the Baruch user community. The portal will bring many benefits and aim to improve your user experience.

What happens to tickets that exist in the KACE ticketing system when the transition to ServiceNow occurs?

Tickets in KACE before Wednesday, May 29th, will continue to be worked on within KACE.  The system will remain online for those tickets to be resolved.