On Monday, September 25 2023 the Library eResources’ Team will begin using ServiceNow as our ticketing and workflow system. ServiceNow replaces JIRA as the tool eResources uses for tracking and communicating on reported eResource issues from patrons and library staff.

This switch to ServiceNow means the eResources is now using the same ticketing system as UBC IT and Library Accounts, streamlining the ticket solving process.

Patrons and staff can continue to use the eResource Help Form to submit issues and you will now receive ticket update emails from the Service Desk email: service.helpdesk@ubc.ca

Updates to your eResource Tickets can also now be found in the UBC Self Service Portal under ‘View My Tickets’ https://ubc.service-now.com/selfservice

eResources will continue to monitor JIRA for internal tickets transferred by other Library Departments.

Thanks in advance for your patience during this transition and please let us know if we’ve missed any links in our documentation pointing to JIRA instead of ServiceNow.