USG Helpdesk and ServiceNow

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: helpdesk@usg.edu
USG helpdesk staff will then create a ticket and you’ll receive an email, typically within 30 minutes or so (during normal business hours).

ServiceNow ticket best practices

To help us troubleshoot your issue, please make sure to provide specific details about your issue:

• Clearly describe the issue.
• Provide error messages (verbatim if possible). Screenshots are great too, if possible. There are lots of great programs out there that simplify the screenshot process. One such tool is a program called Jing. It’s free: [http://www.techsmith.com/jing.html](http://www.techsmith.com/jing.html)
• Please provide specific details to aid in troubleshooting, for example:
• Patron Id’s if the issue affects specific patrons.
• Bib ID’s of affected items.
• Links to affected web pages.
• The steps required to reproduce the problem.
• Etc.
• If it is an emergency, like when a service is down, ask the helpdesk to set the priority to High. Otherwise the priority is set to medium by default.

After-hours emergencies

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.