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[Complete] PACE is transitioning from current ticketing system FootPrints to ServiceNow

This entry was posted by on Wednesday, 1 September, 2021 at

[Update – September 3]

Dear PACE Users,

PACE has successfully transitioned to ServiceNow, and we have begun receiving user tickets as expected in ServiceNow.

As previously mentioned, you may continue to use the pace-support@oit.gatech.edu email to reach out to PACE support, and for your reference, the following three links listed below are direct links to the ServiceNow forms that you may use going forward to request for help, request new software for the PACE Apps software repository, and request access to ICE cluster.

PACE team will continue to work on the remaining support requests that are in FootPrints system.  Thank you all for your attention and patience through this transition.

If you have any questions or concerns, please direct them to pace-support@oit.gatech.edu 

Best, 

The PACE Team 

 

[Original Message – September 1]

Dear PACE Users,  

We are reaching out to inform you that PACE is transitioning from our current ticketing system FootPrints to ServiceNow. 

What’s happening and what we are doing:   PACE team is transitioning from current ticketing system, FootPrints, to ServiceNow. From September 3, all new PACE support requests will be processed in ServiceNow.  PACE will continue to work on any existing support requests that are in FootPrints.  As part of this transition, we have created two new request forms that replace our existing Software Request Form and PACE ICE Instructional Cluster Request Form.  

How does this impact me: Overall, the transition is seamless to the users for most cases with the exception of the links to our software and ICE request forms that are changing. On Friday, September 3rd, PACE support email address, pace-support@oit.gatech.edu, will redirect users’ emails/requests to ServiceNow, and the new software and ICE request form links will be available on our website. Please use those new forms if you would like to request new software for the PACE Apps software repository or if you are a course instructor interested in using PACE-ICE for your students.  Users who submitted ticket requests via FootPrints directly may use ServiceNow at https://services.gatech.edu (navigate to “Technology” & then “PACE” tile) and submit their request from the available forms.   

The following direct links to ServiceNow forms will be live and available to users on September 3: 

What we will continue to do:   We will continue to work on the existing tickets that are in FootPrints, and you may check the status of this transition on this blog post.   

If you have any questions or concerns, please direct them to pace-support@oit.gatech.edu 

Best, 

The PACE Team 

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