WashU is introducing a new support portal launching in July 2024 that will add additional functionality and features to our current WashU support portal. Here are four key things you need to know:
- One Central Entry Point to Enter and Track Support Requests
The new WashU support portal offers a central point to connect you with the right people quickly across central HR, FIN, IT, and Workday Student. Viewing your requests on the new support portal means that you no longer have to search through your email to find the latest updates on your requests. Additionally, this portal will continue to be enhanced, adding additional business partners, services and offerings, along with improving upon the user experience.
2. New and Improved Standardized Get Help Form that Allows You to Instantly See Helpful Articles
A single Get Help form recommends helpful articles relevant to your issue and ensures that your request is routed quickly and correctly to the right support group.
3. Ability to Favorite Catalog Items and Articles
You will have the ability to save your favorite catalog items and articles for easy access to review at any time. This saves time for those who make similar requests frequently, such as equipment orders for your department or access requests for onboarding new employees.
4. External Partners and Associates Now Have a Place to Enter and Track Support Requests, even Without a WUSTL Key
Previously, we had no way to track and report on support requests from external partners (such as parents of students) and associates. Our external partners and associates also had no access to potentially helpful articles. The new portal addresses these needs, while also addressing information security concerns using the built-in safeguards of ServiceNow, an industry leader in cloud-based service management.
Visit the ServiceNow CSM project page for updates and additional information.