August 4 ServiceNow upgrade to enhance UC DTS Service Portal

University of Cincinnati Digital Technology Solutions will release key updates to the UC DTS Service Portal aimed at improving the experience for students, faculty, and staff. Updates to the portal, powered by ServiceNow, will go live Monday, Aug. 4, before the start of the fall semester.

The release includes improvements to the look and feel of the UC DTS Service Portal homepage (uc.edu/ithelp) and email notifications sent from the IT Service Desk at ituc@service-now.com as well as a new feedback function.

“The UC DTS Service Portal is our front door, and we’re working hard to roll out the welcome mat for the start of fall semester,” said UC Vice President & Chief Digital Officer Bharath Prabhakaran. “These updates are designed to streamline access to IT services, reduce confusion, and deliver the university community a more intuitive digital experience.”

What you can expect

UC DTS Service Portal Homepage

The image shows a dashboard interface with several sections. On the left, there is a "My Favorite Links" section with icons and options to add new links. The middle section includes "Announcements" and "My Favorite Items." On the right, there is "My Incidents and Requests." The overall design is clean and organized, with red accents highlighting section titles and options..

The UC DTS Service Portal, found at uc.edu/ithelp, functions as the central hub to report technical issues, submit IT service requests, search the IT Knowledge Base, and connect to UC Password Self Service to manage your password. 

The Aug. 4 updates will bring a refreshed interface and new features designed to make navigating and managing IT needs easier and more personalized for UC students, faculty and staff. 

Sign into the portal with your UC username and password to view them.

My Favorite Links: Add links to other UC systems outside of the portal. The new version of the portal includes a pinned link to GetIT for faculty and staff. 
My Favorite Items: Add links to places you regularly visit in the portal.
Announcements: IT-related updates and notifications about system maintenance, changes, improvements etc.
My Incidents and Requests: View the status of your open tickets.

Service Portal Notifications

Email notification from the University of Cincinnati Digital Technology Solutions confirming an incident submission. The message is addressed to “Matt” and confirms that incident number INC0061791 has been opened. It states that the support team is reviewing the issue and will follow up shortly. The reported issue is “Mare's SSD purchase.” The email includes a link to track the ticket via the Service Portal and is signed by the IT Service Desk.

The UC DTS Service Portal keeps you informed about the status of your ticket with auto-generated email notifications sent from the IT Service Desk at ituc@service-now.com.

Beginning Aug. 4, the notifications will feature a uniform UC-branded look, improved readability with natural language messaging and clearer headers and footers to help you easily identify legitimate communication about your ticket.

Share your feedback!

Select the feedback button on the right side of the portal after you sign in. Your suggestions will help inform future improvements.

Need help?

Contact the IT Service Desk.

Submit a ticket.
Or, call us.
- From a personal phone, dial 513-556-HELP (4357) or 866-397-3382; press 2.
- From a university phone on campus, dial 6-HELP (4357); press 2.