How to request Mass.gov support in ServiceNow

Here's how to request support from the Mass.gov team.

Request Mass.gov support in ServiceNow

If you want support from the Mass.gov support team, do not submit a support request through Commonhelp or the EOTSS Desk support. Those requests are not managed by us, therefore it will take us longer to answer your support request.

Log in to ServiceNow. It is helpful to bookmark this direct link to the Mass.gov Support catalog, for easy access. If you log in from the ServiceNow homepage, you will need to complete a few additional steps. If you click on the direct link, it will bring you to Step 3.

Step 1

Click on the Service catalog. Do not click submit a ticket - submitting a ticket may delay how long it takes your question to reach our team.

Step 2

Click on the Mass.gov & Digital Services box.

Now it’s time to fill out your support request. (Your name will auto-populate. You can click on the "Request on behalf of" checkbox to submit a request for someone else.)

Note: If you submit a request on behalf of someone else, the person you’re requesting support for will receive the confirmation and notification emails. You won’t have access to this support request after you submit.

Step 3

First, type a summary of your issue in "short description." Then in "description," write your support request with as much detail as possible. Please include links or screenshots to help us identify the issue.

Here is everything we need to answer your support requests.

If you would like to add an attachment to further detail your request, click the paperclip at the bottom of the screen.

Communicating with us through ServiceNow

Sometimes, you’ll need to tell us something, answer a question, or clarify your request after you’ve opened a support request. To do this, click on the View Ticket Details button at the bottom of the email or directly reply to the ServiceNow email. You can include attachments just like you would with a normal email to a colleague.

You can also access any support requests from the ServiceNow interface. Click My Tickets at the top right of the page, and then view my open tickets. From this menu, you’ll be able to access and update any support request you’ve opened.

When your request is completed

When we’ve answered your request, you’ll get an email that says “Requested Item Completed.” Under closure notes, you’ll see our answer.

A few important things about our closure notes:

  • Sometimes, we think an issue is worth talking about at length, so we’ll suggest scheduling an office hours session.

  • If you have submitted a support request about a bug or confusing functionality, we’ll provide you with the internal number we use to keep track of it. It will be a DP-XXXX number. Once we fix it, we’ll use this number to report that we’ve fixed in in our release notes.

  • If we’ve reached out to you for more information but haven’t heard back in 2 business days, we’ll send you a message letting you know we are closing your support request until we hear from you again. If you still need assistance, please submit a new support request.

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