Transitioning from eSupport to ServiceHub

• Request forms on the Information Systems website will still operate and generate a ticket in ServiceHub. As we make a complete transition to ServiceHub, some Request Forms on the I.S. Website will redirect to the ServiceHub "version" of the Request Form.
• Service pages on the Information Systems website will remain in place for the near future. On each of the service pages on the Information Systems website, we have included button links to ServiceHub "version" of the service pages..

• Support email addresses attached to ITS eSupport queues (i.e, itshelp@sfu.ca attached to ITS Help Desk BBY) will start routing to ServiceHub after July 9. No new incoming tickets will arrive in ITS eSupport queues after July 9 for ITS eSupport queues. New tickets for ITS queues will appear in ServiceHub.
• Support email addresses attached to Academic IT eSupport queues and non-ITS queues will start routing to ServiceHub once they are available to make the transition to ServiceHub. No new incoming tickets will arrive to these eSupport queues once they have made the transition to ServiceHub.

• Nothing will change on eSupport and will remain accessible, including eSupport queues that have transitioned to ServiceHub.
• To ensure there are minimal disruptions to requestors, nothing will be set to read-only. You will still be able to resolve in-progress tickets in eSupport, including eSupport queues that have transitioned to ServiceHub.
• There will be no outage on eSupport or ServiceHub to ensure that no requests are lost.

For most users, no action needed. IT Services will automatically complete the transition for ITS queues on July 11. ITS groups who have unique eSupport setups will be contacted to assist with the transition.

Once you are ready to transition to eSupport, you will have to update the delivery email address from "esupport@rcg.sfu.ca" to "sfutdx@sfu.ca" for each of your email support points. Once you make this change, new incoming emails from your support points will automatically generate a ticket on ServiceHub in the corresponding Responsible Group.

For instructions, visit Change the delivery email address. If you need assistance with this process, you may request additional support at ESM Request a Service.

Nothing will happen to those tickets after transitioning, however, resolving and closing tickets ensure that you don't continue visiting both eSupport and ServiceHub.

 

Clients can still respond by email to existing or unresolved eSupport tickets and those messages will still route and appear in eSupport. On existing or unresolved tickets, we recommend you to resolve those tickets or advise the requestor to create a new ticket on ServiceHub if they wish to receive further assistance then close your eSupport tickets.

All eSupport email points need to be changed and re-routed to Service Hub. Please take a look at our eSupport Email Routing List and look up your queue to see a list of email accounts that needs to be updated.

There are two common reasons you may have not have access to the ticketing app:

• You're not on one of the TDX Responsible Group Maillist to be given technician role. Ask your service owner/manager to add you to the "tdx-group-<responsible group>" maillist.
• You're using a sponsored account. All staff/faculty accounts have an account by default with ServiceHub. If you would like to use a sponsored account, submit a request with ESM Request a Service.

At this time, moving tickets from eSupport to Service Hub has to be done manually and one-by-one. Please take a look at Moving Tickets from eSupport to ServiceHub.

To assist ticket management and workflows with Phase 1 groups during the transition, here is a list of Phase 2 groups that will transition to ServiceHub at a later date:

• Advancement & Alumni Engagement

• CFD Pivot 2020

• CMPT Tech Support

• Communications and Marketing

• CRM Support

• Data Warehouse

• FAS Tech

• FITS eTRACS

• IRMACS

• IRP

• Lifelong Learning

• Room Finder Support

• Student Services