Tuesday, March 3, 2026

Upcoming Change to Our Customer Support Process

We are implementing an important update to how customers submit and track service requests. Based on feedback regarding communication transparency and response times, we are transitioning from our support email accounts (research-computing@uiowa.edu and its-rdss-help@uoiwa.edu) to the ITS Self‑Service Portal.

What This Means for You

  • Over the next two weeks, support requests will gradually move to the new ticketing system.
  • During this transition, reseach-computing@uiowa.edu and its-rdss-help@uiowa.edu will remain available, but requests may be redirected to the new system.
  • After the transition is complete, we will no longer actively monitor research-computing@uiowa.edu and its-rdss-help@uiowa.edu for support inquiries.

Why We’re Making This Change

The Self-Service Portal will allow you to:

  • Submit requests directly
  • Track progress and status updates in real time
  • Receive more consistent and timely communication

How to Use the Ticketing System

Bookmark this: https://service.uiowa.edu/

1) Sign In 

2) Submit a New Ticket

  • Click Request Help or use the text box to search for a service.

    Self-Service Portal request

  • Select the Research category and then select the appropriate category or service.

    Research Catagory
    RS Catalog
  • Provide:
    • Summary
    • Additional details (steps taken, expected vs. actual behavior)
    • Attachments (screenshots, logs, error messages)

3) Track Status & Communicate

  • After submission, you’ll receive a ticket number and a confirmation email.
  • Check status anytime under My Tickets (e.g., Open → In Progress → Waiting on You → Resolved).
  • Add comments or attachments on the ticket to keep all context in one place.

4) Get Notifications

  • You’ll receive email updates on status changes and comments.

Important Dates

  • Transition period: Now through March 22, 2026
  • Shared email deprecation: Starting on March 23, 2026 research-computing@uiowa.edu and its-rdss-help@uiowa.edu will no longer be actively monitored.

FAQs

Can I still email support?
During the transition, yes—but we strongly encourage you to create a ticket. After March 22, 2026, you will need to use the portal or contact the ITS Help Desk (its-helpdesk@uiowa.edu) if you're unable to use the portal. 

What if I submitted a request by email already?
Existing email threads will be transitioned to tickets when possible; you’ll receive the ticket number if it has been moved to the portal.