We were not able to set you up as fulfillers in ServiceNow after all (cost issue). However our ServiceNow support team has come up with a solution that hopefully satisfies the reasonable need to get immediate, tangible help and to maintain visibility on the trouble as it gets worked in ServiceNow to resolution.
For Immediate Help
Please call the IT Helpline 209-228-4357. After 5pm, there is an option on the helpdesk phone tree that you can report an issue to an on-call tech (which was just verified). When you call, you'll need to explain the problem to the on-call tech so they know to escalate the issue (i.e. get a Unix admin asap because the application has lost its connection to the database and needs to be restarted).
Tracking Issue Resolution
Also, the on-call person will need to enter an Incident ticket and add you as the Requestor. OR, if you have created your own ticket , just let the on-call person know the ticket number. Either way, the on-call tech needs to make sure you are on the ticket as a Requestor (or added to the ticket’s Watch List) so you'll will get the receipt of the ticket and notifications for corresponding updates to the trouble resolution, via email. If you are not getting the response expected, please call-back the on-call person to make sure your needs are being addressed.
If procedure does not work next time, for what ever reason, please call/text Matt Faulkner immediately: 209-355-8715.
If you foresee an issue with this process, please let Peter or Matt know. We want to make sure you have a workable solution.
