As highlighted in the November 27th askUS Newsletter, on January 25, 2024, askUS Support, including the existing askUS Knowledge Base, will transition to a new experience via ServiceNow.
askUS Support via ServiceNow will feature a single portal where you can search the askUS knowledge base for answers, submit tickets to askUS for assistance, and check the status of open tickets. The updated knowledge base will increase the findability of information by offering users advanced features, including smart search and browsable categories.
Other benefits of ServiceNow include:
- Improved search results and browsable categories.
- Updated with the latest technology and security standards.
- Modern interface with a friendlier user experience.
- Advanced reporting and dashboard tools to assist the askUS team in monitoring, directing, and prioritizing support requests.
ServiceNow Soft Launch
The askUS ServiceNow knowledge base is available for preview here: https://ut.service-now.com/csm.
Soft Launch Notes:
- The system is not finalized, and some features, including the ability to create or view tickets, are not yet available or could change between now and January 25. Until the official launch, please continue to use the askUS@austin.utexas.edu email address to request assistance.
- For the best experience, we recommend logging in to ServiceNow using the login link in the upper right corner of the screen.
Updating your links to askUS answers
If your unit has webpages or documentation that include links to existing askUS answers, please know those URLs will need to be updated to point to ServiceNow.
To assist with this process, the askUS transition team created an index that maps articles in the existing knowledge base to their new URLs in ServiceNow. The askUS ServiceNow URL Index is now available to view/download in UT Box. Direct link: https://utexas.box.com/v/askUSServiceNowArticleLinks
The askUS ServiceNow URL Index (.xlsx) includes two tabs for your convenience.
- The ORN to SN Crosswalk tab matches the current askUS Knowledge Base Answer ID to the new Service Now Article Number, which is the permalink you should use going forward. You can filter on the Business Area column to help search for relevant answers.
- The Oracle Answer ID Example tab includes an example of how to find the askUS Knowledge Base Answer ID when viewing a link URL to an article in the existing knowledge base.
Look for more communications in January as we move towards the launch of askUS ServiceNow.