Internet2 has started deployment of a new service desk, ServiceNow. As of March 27, all email sent to our support address (firstname.lastname@example.org) will create a ticket in ServiceNow, which will generate an automated email response The same set of InCommon/Internet2 people will respond to requests through the new service desk system. We will continue to use email@example.com for support requests from participants and certificate service subscribers.
Over the last three years, we have seen significant increases in the volume of mail to firstname.lastname@example.org. ServiceNow will help us organize and respond to your requests in a more efficient and timely manner. We hope you find this change helpful, and we're always open to your feedback (email email@example.com). Increased maturity in both service delivery and operations are among InCommon’s main work areas for 2017, and this move to ServiceNow is critical to achieving those goals.