Introducing the UIC Help Center
An easier way to get support, find answers, and submit tickets!
Technology Solutions is proud to introduce the new UIC Help Center, a modern, mobile-friendly service management tool that provides a one-stop-shop to get support, request services, and find answers to frequently asked questions!
What is the UIC Help Center?
The UIC Help Center is part of a new service management solution, powered by TeamDynamix, that will provide a centralized location for community members to get support, find answers, and submit and manage service requests.
- Get Support
UIC Help Center provides a centralized location to request services, get support and submit tickets. No more going to different websites or trying to remember what email address to send to for help! This replaces accc.uic.edu/services.
- Find Answers
Knowledge Base articles, online guides with answers to frequently asked questions, how-to guides, and troubleshooting tips, will be available in the UIC Help Center and directly linked with service listings. This replaces answers.uic.edu.
- Manage Requests
This new system is mobile-friendly and easy to use enabling you to monitor, manage and access your service requests. This replaces accc.helpdesk.uic.edu, also known as RT (Request Tracker).
When is this happening?
- Monday, February 22
The UIC Help Center will be launching on Monday, February 22, 2021. Transition work will be occurring on Saturday and Sunday, February 20th and 21st, which will result in some downtime for our website and support systems. After Technology Solutions transitions, the platform will be made available to all units to list their services and take in support requests, starting with those currently using the Request Tracker (RT) ticketing system.
In the first phase of implementation, the UIC Help Center will be consolidating the Technology Solutions catalog of services, the service request and problem reporting forms, and all of our self-help documentation (knowledge base). Future phases will make the platform available to other units for implementation and adoption. This graphic provides a high-level timeline for the phases.
What is changing for me?
- Where to Get Help
Support requests will be submitted in the new UIC Help Center at help.uic.edu, starting Monday, February 22, 2021.
- Support Inboxes Retiring
Many support email addresses that would receive service requests and create tickets in RT will be retired and will no longer be accepting requests. Additional communications have been set up to notify individuals emailing these inboxes of the approaching retirement. Our primary contact points such as firstname.lastname@example.org and some others will still remain active, but you are encouraged to submit your support requests via the UIC Help Center at help.uic.edufor the best support experience.
- Emails from Tech Support will Look Different
Email correspondence from the support team related to your UIC Help Center request will have a new look. See an example email here.
- Request Tracker (RT) is Retiring
Our current ticketing system, known as Request Tracker (RT) – accc.helpdesk.uic.edu – will be retired and will not be accepting new requests. After February 22, any outstanding RT tickets will still be worked on and resolved in RT, but new tickets will no longer be created in that platform. Longer term tickets will be recreated in the UIC Help Center.
New Unified IT at UIC Website
- New IT at UIC Website
Also launching February 22, the new it.uic.edu website! This site aims to optimize communication channels and share academic IT information in a way that is most effective for the UIC community, while also serving as a channel for the IT community to obtain and exchange information.
- The accc.uic.edu Website is Retiring
With the Technology Solutions service catalog being transitioned to the UIC Help Center, any remaining content from the Technology Solutions website (accc.uic.edu) will be moving to the new IT at UIC website (it.uic.edu), andthe accc.uic.edu website will be retired.