MyTime support teams are experiencing a high volume of support tickets and are working diligently to address each inquiry as promptly as possible. However, this increased volume is resulting in longer than usual response times. Response and resolution times for inquiries vary based on the nature of each issue. Teams are prioritizing addressing pay-impacting issues ahead of other inquiries.
If you have an open ticket for which you are waiting for a response and wish to know the status, please follow up on the status using one of the methods below. This helps ensure your inquiry is routed directly to the person assigned to your ticket and allows teams to spend less time on unnecessary ticket triage and more time responding to tickets.
- Do not send follow-up inquiries about open tickets to [email protected] or resubmit the question through the self-service form, instead:
- To view your list of open incident tickets, please visit View My Tickets (opens in new window). Wait a few moments for the site to load, then click the tab "My Incidents" or “My Requests”. From here you can send a message directly to the analyst assigned to your ticket.
- Another option is to reply directly to the email you received from “UCSF ServiceNow” when you opened your ticket.
- If your question has been addressed, follow the above steps to access your ticket and notify us that your ticket can be closed.
Where possible, please utilize the extensive MyTime training materials, FAQs, and step-by-step job aids to find immediate answers to your questions. Updates are being made to keep these resources relevant.
We appreciate your patience and understanding during this period of increased volume.