Clarification, 6/6/2024 – There are two types of requests available in the ServiceNow ERA catalog: ERA Account Support and ERA Technical Support & Maintenance. Both can be accessed from the ServiceNow ERA link available on the ERA landing page of researchadmin.asu.edu.
Users can also navigate to the ERA catalog by visiting MyASU > Service Catalog > Research.
Update, 5/14/2024 – The ERA Landing Page on researchadmin.asu.edu has been updated with links to the new ServiceNow forms for ERA access and technical issues. Frequently requested information has also been consolidated on the landing page. A summary of changes are listed below:
- ERA Access & Login Issues: Submit access and role requests or report login issues through ServiceNow ERA Account Support.
- Affiliates not employed by ASU use the ASU Affiliate Account Support Form.
- ERA Technical Issues & Bugs: If ERA is not working correctly or you need other technical assistance, submit a ServiceNow ERA Technical Support & Maintenance ticket.
- Affiliates not employed by ASU use the ASU Affiliate General Help Request form.
- General Questions & How-To Support: Research Advancement (RA) professionals connect with colleagues by posting on the ERA Help channel in MS Teams.
- Research Operations team members connect with colleagues on the ERA Help for ROps channel
For other research technology resources outside of ERA, a Research Technology Office (RTO) Request Help page is available to facilitate access to RTO services. This includes research computing, research data management, and other request options.
Original Post “Upcoming Changes to ERA and Research Technology Help Requests”, 5/9/2024 –
On May 15, 2024, ASU will transition out of the [email protected] and [email protected] mailboxes for technical support requests and instead utilize ServiceNow, a web-based ticketing platform used across the University.
What to Expect:
- On May 15, technical support requests previously submitted via email will need to be directed to the new ServiceNow platform. An auto-response from the old email addresses will provide directions and a link to the new ticketing system.
- Open tickets under the old system will continue to be processed until resolution. If necessary, new tickets will be opened in ServiceNow.
For ASU Researchers:
- A Research Technology Office (RTO) Request Help page is available to facilitate access to RTO services.
For ERA Users:
- The Enterprise Research Administration (ERA) page will be updated with ServiceNow links for access requests and reporting technical issues. (Service Catalog coming soon!)
- The ERA Help and ERA Help for ROps channels in MS Teams will continue to be available to members of the RA Community and Research Operations for general support and “how to” questions.
- ERA System suggestions will continue to be submitted via the ERA Suggestion Box.
An update will be posted once the new ERA Service Catalog in ServiceNow becomes available.
By Research Operations