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CONTACT US

Stockton Helpdesk - 209.946.7400
Hours: 7:30 am - 6:30 pm Mon - Fri
Sacramento Helpdesk - 916.739.7325
Hours: 8:00 am – 6:30 pm Mon - Fri
San Francisco Helpdesk - 415.929.6514
7:30 am - 5:30 pm Mon -Fri. Night Clinic Mon & Thu until 8:00 p.m.

Business Office - 209.946.7371
Hours: 8:00 am - 5:00 pm Mon - Fri

ServiceNow

ServiceNow is the Pacific Technology management system for helpdesk and other service requests.

ServiceNow is as part of an overall effort to provide approachable, streamlined and consistent services for students, faculty, staff, alumni and campus visitors across the entire university. It is a key component of Pacific's broader Information Technology Service Management program focused on delivering sustainable, secure and innovative technology services that support Pacific's mission.

The system allows users with a PacificID to access to a self-service online portal including a knowledge base for self-help and the ability to request assistance. Users can see the status of their requests, know who the contact person is, and monitor progress at all times.

The implementation of ServiceNow did not reduce other helpdesk services. Users can still call a technology service contact for assistance, and the phone numbers for Technology Services Providers are the same. Service hours and locations have not changed.

What happens after I submit a request or report something broken?

After submission, the request will go to the Helpdesk or your local Technical Support Provider for processing. The timeframe for response and resolution will be based on the submission's priority. If additional information is required for resolution, a Technical Support Provider will contact you.

During processing, you will receive regular updates regarding the request status via email.

Once the request is resolved, you will receive an email with the resolution. If you do not respond to the email within three days, the request will automatically be closed.

You can check the status of your request at any time in ServiceNow. You can also contact the Helpdesk or your Technical Support Provider for any help or update on your request.