ITS

Information Technology Services
Information Technology Services

WebPublish Update Notes

June 2nd Update Notes

New Support Experience

As part of an ongoing continuous service improvement initiative to strengthen the delivery and support of our services, IT Services recently implemented a new IT Service Management (ITSM) platform called ServiceNow. While the WebPublish service itself has not changed, we invite you learn about improvements made to the way you request and experience support.

IT Services Portal

All requests for services and support are now fully integrated and managed within the IT Services Portal - this means that you can now not only submit your requests, but also actively monitor their progress and respond to them directly within the portal. Importantly, note that general WebPublish service information and support tutorials will continue to be accessed on the IT Services website for the time being.

IT Services Portal
IT Services Portal

New Request Forms & Shopping for Services

You may wish to bookmark the location of the new forms within the IT Services Portal:

While the general format of WebPublish request forms has not changed, you will note one small but notable difference when requesting any service within the IT Services Portal - you can now make several service requests at once by filling out and adding requests to your shopping cart, then submitting your order.

Add Services to your Shopping Cart
Add a Service Request to your Shopping Cart
 
Order Several Services at Once
Order Several Services at Once

Tracking and Responding to Requests

You can now track and respond to any service or support request directly within the IT Services Portal. As soon as you submit your request, you will be directed to a full summary view of your ticket, where you can see real-time progress updates, as well as respond to the ticket, append additional attachments, and provide others with a view of the ticket via the 'Watch List'.

Also, as before, you will continue to receive email notifications throughout the fulfillment of your requests, though they will no longer come from 'iTrack' and instead will be delivered by the ServiceNow platform.

Summary View of Support Ticket
Summary View of Support Ticket
ServiceNow Email Notification
ServiceNow Email Notification

Questions? Should you have any questions about using the IT Services Portal, please submit a support request via the IT Services Help Form.