Beginning in Fall 2020, the University of Illinois System (Illinois, UIC, UIS, and System Offices) began implementing a new ticketing solution to provide better support for your IT help requests.
The ticketing tool will go live on Friday, February 26, 2021 for both Administrative IT Services (AITS) and Technology Services.
Customers needing support will have the best experience by submitting a request using the Submit a Tech Request button at help.illinois.edu.
You can still contact the AITS Service Desk using the methods outlined in this KnowledgeBase article. Customers needing to contact the Tech Services Help Desk can still contact them using the same methods as before, by calling 217-244-7000 or emailing firstname.lastname@example.org.
The transition to the new ticketing system will be seamless for customers with the exception of the format, style, and “from” email address related to tickets. Emails will have a different layout, will feature new graphics and branding, and come from email@example.com. If you have set up email rules/filters, we encourage you to update those by February 26. Please be assured that these emails are legitimate and did come from AITS or Technology Services. Sample emails are included below for your reference.
If you had a ticket open prior to February 26, it may be resolved in that system.
Below is a sample of an Ticket created email that you will receive when creating a new help request. Please rest assured that this is a legitimate message.
This is a picture of what email coming from the TeamDynamix application would look like.
Edit embedded media in the Files Tab and re-insert as needed.