Communications‎ > ‎

12-3-18

VITA addressing two VCCC ticketing system issues

To all AITRs:

 

          VITA addressing two VCCC ticketing system issues

 

Last week we updated you on our move to the Keystone Edge tool. Two issues have developed with this new service management tool. We are actively working to resolve these issues.

  • Users reporting issues by email were not receiving ticket numbers. This issue was resolved Friday. Users who submitted a ticket by email and did not receive a ticket number should contact the VITA Customer Care Center (VCCC or service desk) at vccc@vita.virginia.gov or (866) 637-8442 to follow up.

  • All ticket notification emails are originating from a “@X.service-now.com” email address. This is because the Keystone Edge tool is built on Service Now software. Please inform your employees that these notifications are not spam.

As a reminder, please use your individual email address to report issues to the VCCC instead of group email boxes whenever possible. Thank you again for your patience as we work through issues. If you have any questions, please contact your customer account manager (CAM). 

 

Please send the following message to your users:

 

VITA has identified two issues with the ticketing system at the VITA Customer Care Center (VCCC): 

  • Some users reporting issues by email did not receive ticket numbers. This issue was resolved Friday. If you submitted a ticket and did not receive a ticket number, please contact the VCCC at vccc@vita.virginia.gov or (866) 637-8482 to report your issue again and receive a ticket number.

  • All ticket notification emails are originating from a “@X.service-now.com” email address. These notifications are not spam.

As a reminder, please use your individual email address to report issues to the VCCC instead of group email boxes whenever possible. Thank you for your patience as we work through issues. If you have any questions, please contact your AITR.