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IT self-help site will be unavailable 7-11 a.m. Nov. 7 for software upgrade

The self-service and support tool at may be unavailable 7-11 a.m. Saturday, Nov. 7 while Information Technology Services upgrades to a new version of the software. This may affect faculty, staff and students trying to create a ticket or search for information. This planned maintenance outage also may affect technicians trying to resolve tickets at

Here are some of the changes that users will notice when the work is complete:

  • Technicians creating tickets and people entering self-service tickets will be able to add an alternate email address to their profiles, giving technicians a way other than WVU email to contact customers.
  • External document management systems such as Google Drive, Dropbox and OneDrive can now integrate with the system.
  • Technicians will receive warnings when ticket updates, including comments, are marked as “private.” This should help minimize inadvertently hidden updates and improve communication among technicians, and between technicians and customers.
  • The system will provide clear feedback to technicians when tickets are merged, moved, deleted or converted, indicating what action was taken, when and by whom. This will eliminate the appearance of a “Ticket not found” message. New “child” tickets added to an original ticket also will be linked.

ITS appreciates your patience with this brief interruption of service. Please direct any concerns or questions to