Dear Colleagues,
This is a friendly reminder that ERA’s transition to the Support Desk utilizing ServiceNow will be required starting tomorrow, April 1, 2025.
Please bookmark the following page where you can request support by submitting your own ticket using the Kuali Build form.
ERA Support Desk (New!)
The ERA Team sincerely appreciates you embracing this new process during the soft launch period. Your support helps us enhance efficiency and ensures a seamless transition. If you have any feedback or suggestions, feel free to send those comments to era@research.uci.edu.
Thank you,
The ERA Team
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Electronic Research Administration
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ERA Support in ServiceNow
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ERA is excited to announce our new process for supporting our customers! Starting Monday, March 10, 2025, all requests for system and user support will be handled by ERA in OIT’s ServiceNow Portal. ServiceNow offers visibility and tracking, making it easier for ERA to provide reliable, high-quality service and increase our response times.
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How to open a ticket for ERA support
We invite you to visit the Office of Research ERA Support page to open a ticket. The ERA Support Request Form will collect pertinent information related to your support need. Upon submission of the form, a ServiceNow ticket will be generated on your behalf and assigned to the ERA Team. You will receive an email from UCI Support [uci@service-now.com] where you may track progress on the issue and correspond with an ERA Team member assigned to your ticket.
*Health Sciences & School of Medicine users may encounter a login error when attempting to access the ERA Support Request form in Kuali Build for the first time; please try again in the same browser window.
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Soft launch period through March 2025
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To aid in this transition period, through March 31, 2025, ERA will assist you in creating a ticket when you email the ERA Support inbox. However, we encourage you to try out the ERA Support Request form, which is simple and takes only moments to complete. We also invite you to share this helpful resource with your faculty and administrators. Starting April 1, ERA will continue to monitor our ERA Support email inbox, but we will redirect you to the form where you can submit your request.
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Stay in Touch
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