New Way to Get Tech Help - Coming This Summer!

Ever requested help from JMU Information Technology (IT)? You’ve probably either called or emailed the IT Help Desk or gone to the IT Service Portal.

To upgrade the experience, IT will replace the IT Service Portal this summer, currently located at its.jmu.edu, with a brand-new version at help.jmu.edu. The new site will have an updated, categorized list of IT services (formally known as the “Service Catalog”), as well as an extensive library of self-help articles in a Knowledge Base written by our very own experts.

Once the new site is “live,” the way you request help will change a bit. To get help with or to get access to an IT service, you’ll log into the new service portal (help.jmu.edu), navigate to the page for that service (or just search for it in the handy search bar), and fill out some information to submit a ticket.  If you can’t log in (maybe you’re a guest, or maybe there’s an issue with your account), there will also be a general help ticket that you can submit without needing to log in. Of course, you can still reach out to the IT Help Desk by phone or email, if you prefer.

More information about the new Service Portal, powered by TeamDynamix (TDX) software, can be found in the JMU IT Computing News site or by visiting help.jmu.edu, which will serve as an informational site about the project until the new portal is launched.

Watch the above intro video on the basic ins and outs of the new help site coming this summer!