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Transition to ServiceNow (for support requests)

OARC Systems Users,

Rutgers IT has implemented the ServiceNow platform for management of IT-related service delivery ( and OARC has begun using this platform to manage help tickets — some of you may have noticed this already.

Messages sent to automatically create ServiceNow incidents. These are basically the same as “support tickets” and each has a unique identifier (e.g., Rutgers IT incident INC0021383). Any replies to an email from our ServiceNow system will be included in the referenced support incident, so just reply to those messages in the same way you would reply to an email sent directly from our team.

Also, as with regular emails, if you’d like to request input or support for a new issue,

(1) It would be best if you could create a new message to instead of simply replying to a previous message. That will help us keep support threads organized.

(2) Please try to direct your messages to our entire team via instead of emailing specific individuals directly. This helps us ensure that your message won’t be missed if a particular team member isn’t available.

Thanks for your patience as we roll-out this change in the way we deliver support. Let me know if you have questions or if you encounter any problems with this new approach.


Galen Collier, PhD
Director, Research Support
Office of Advanced Research Computing (OARC)