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Technology Services

City Tech ServiceNow - New CUNY Enterprise Ticketing System

Go-Live Date scheduled for January 8th, 2024

We are pleased to announce that City Tech is replacing the GroupLink Ticketing system, with ServiceNow. This is a cloud-based system that will improve our efficiency, security, ability to connect, manage, integrate and respond to help desk ticket requests.

This is a CUNY university-wide change. Most campuses are currently transitioning to ServiceNow to take advantage of the new system's many benefits. We are in the final phases of completing and testing our transition to the new system.

CUNY IT Help (cunyithelp.cuny.edu) is the first place faculty and staff should go to find help and information about CUNY-wide technology applications and services such as Blackboard, CUNYfirst, and Microsoft Office 365 for Education. CUNY IT Help provides the following:

  • A growing, searchable knowledge repository of 1500+ articles populated with the technology content from this and other CUNY websites.
  • Recent Enterprise Service Desk Announcements about planned maintenance and service disruptions sent to the college help desks.

  1. Become familiar with ServiceNow (https://cunyithelp.cuny.edu). You can login now with your CUNY login username and password — the same as for CUNYfirst and Blackboard.
  2. Stay updated on the status of the migration by reviewing IT Services website.
  3. Check the status of your requests in Grouplink.

  1. What is the website to access ServiceNow?
    The website is https://cunyithelp.cuny.edu
  2. What is my username and password to log into ServiceNow?
    Log into ServiceNow with your CUNYfirst credentials.
    Example:
    Username: John.Doe11@login.cuny.edu
    Password: CUNYfirst password
  3. What is Incident?
    Incident is issue that need to be fixed and relate to existing access or systems.
    Submitting a ServiceNow Request
  4. What is Request?
    Requests are for support, system access or requesting services.
    Submitting a ServiceNow Incident

Yes, you can select the college where the issue occurred to submit a request by viewing the college-specific services available in CUNY IT Help.

Please contact the college Human Resource to check your employment records

When an issue is reported or a service request initiated, users can view the status, add attachments, and communicate with the assigned technician as work progresses by clicking on the Requests menu option.

To reset your ServiceNow password (same as your CUNYfirst password), please visit https://home.cunyfirst.cuny.edu, select Forgot Password, and follow the prompts to reset your password

Upon submitting a service request or incident, a notification email is automatically generated and sent to your email inbox with the status. You will then be able to view the status and/or modify your request.

As part of the service catalog, colleges can publish a knowledge base of articles supporting the applications and services provided. As in the case of available services, college-specific knowledge articles are only available through CUNY IT Help to users affiliated with the college.

All active CUNY employees can log in to CUNY IT Help - our ServiceNow portal for end users - and click on the Catalog menu option to view the list of CUNY-wide services available to them. Once a college has implemented ServiceNow, that college's users will also view the college-specific services available to them in CUNY IT Help, such as “account reset” and “classroom support.”

No, you must use your CUNYfirst credentials to log in.

No, ServiceNow will be the new IT service request system.

Existing Grouplink tickets will NOT migrate over and will not be accessible after the launch date. OCIS will continue to resolve all outstanding requests after migrating to the new system.

Yes, after logging in, click on Requests in the upper right to view your open/closed requests.

The catalogs are CUNY Enterprise Access Requests, CUNY Enterprise Catalog and your college-specific services catalog.

  1. Self-Service Options— You will be able to view, follow, and update tickets you submit. You can also add attachments and provide feedback.
  2. Personalization — Gathers personalized data and provides information for all users.
  3. Saves Time — Operates faster and helps reduce daily work duration for a quicker turnaround.
  4. Increased Work Efficiency — Aids the production process, increases IT productivity and improves communications and satisfaction.
  5. Access to a Centralized Repository — Relevant, accurate, and consistent information all available in a single location.
  6. Faster Decision-Making — Real time data for reporting and analytics.
  7. Greater Security — All tickets will be submitted through ServiceNow and there will be a new form for increased security.

If you need assistance following the email migration: