The contents of the form below will be sent to the USG Helpdesk to help them create a ticket. In the message section of this form, please clearly describe your issue and include example links, bib_id’s, error messages, and attatch any screenshots that would be applicable. If this is an after-hours emergency, e.g. when a GIL service is down, please scroll down and take a look at the After-hours Emergency information. If you would rather call the ITS Helpdesk directly: (706-583-2001 or 888-875-3697 toll free within Georgia)
TrackIT is a helpdesk ticketing system provided by USG. ServiceNow is the preferred primary point of contact for most GIL Support issues.
How to create a ServiceNow ticket:
To create a ServiceNow ticket, simply submit the above form, or send an email describing your issue in detail to: firstname.lastname@example.org
USG helpdesk staff will then create a ticket and you’ll receive an email, typically within 30 minutes or so (during normal business hours).
To help us troubleshoot your issue, please make sure to provide specific details about your issue:
To report issues after normal business hours, please call the helpdesk at 706-583-2001 or 888-375-3697 (toll free within Georgia). The phone recording will ask you to leave a message. The HelpDesk will respond to a non-emergency report on the next business day. If you are reporting a system outage that requires immediate attention (Emergency Outage), please listen carefully to the menu prompts on the recording for instructions on how to get an after-hours call back from the HelpDesk. If you follow those instructions the system will page an on-call helpdesk associate who will then call you back. For more information and alternative contact options, please visit the USG Helpdesk website.