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For the training outline, please view this page.

How to Request a Queue for Your Lab or Unit

Email cre-it@mit.edu.

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Support

To request a ticketing queue for yourself or your team, email cre-it@mit.edu.

To request support for ServiceNow, email dlc-ticketing@mit.edu and cc cre-it@mit.edu.

Noteworthy Information

• The "Description" field is included in emails to your clients
• When you create a new ticket, an email is not automatically generated to the end user. You need to add a second response, even if it just says "Please see below" to generate the email to the end-user
• You can enable/disable a setting which forces the agent to select a category and service. Categories and services are useful for reporting information, but may not be necessary depending on your use case.
• You can send emails with attachments in the top-right hand corner
• You can create checklists for TODO lists

Deactivated Ingest Email Accounts

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