We are moving all open support tickets into our new IT Service Management system. Over the weekend of 1 and 2 March you may receive emails about outstanding IT Service Desk calls.
This change will affect anyone with an open ticket
- All staff, students, researchers and affiliates who use our IT Service Desk
You’ll receive new ticket details via email
- Emails from the new system: You will receive an email from the IT Service Desk for each support call you have raised that is still open.
- New Ticket Reference Numbers: These emails will contain your new ticket reference number.
- Old reference numbers and summaries: To help you keep track of your tickets, the email will also include your old reference number (starting with SD) and a brief summary of the call. This way, you can easily refer to previous emails if you are unsure about the details of a specific ticket.
No response is needed
- These emails are for your records only: You don't need to respond to them unless you have new information to share with the IT Service Desk about your ticket.
From Monday 3 March we’ll contact you using your new ticket number
- New Ticket Reference Numbers: All future correspondence regarding your support tickets will take place in the new system. Please remember to use the new ticket reference number when calling or emailing the IT Service Desk.
- Our contact details haven’t changed: You can still call us on 020 8331 7555 or email us: itservicedesk@gre.ac.uk
You may receive more than one email about a ticket
- We’ll be adding all details to your ticket: Once all tickets have been migrated to the new system, our teams will add the details of the original request. This may result in you receiving more than one email about each ticket.
We appreciate your understanding and cooperation as we make this transition to enhance our service quality and efficiency.
