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Request IT support or services

The EOTSS End User Service Desk is an IT help desk for certain Commonwealth employees. You can use ServiceNow (our online ticketing platform) to report IT issues, request IT services and products, and learn how to resolve IT issues on your own!
Who supports my Secretariat?  Log in to ServiceNow 

Contact

EOTSS End User and IT Service Support

Phone

EOTSS End User Service Desk (844) 435-7629

24x7x365 support for Commonwealth end users

CommonHelp IT Service Desk (866) 888-2808

for agency/Secretariat IT help desks and support personnel

Online

EOTSS End User Service Desk Log in to ServiceNow 
MassGov@service-now.com
CommonHelp IT Service Desk commonhelp.desk@mass.gov

The Details

What you need

Locked out?

Locked out and need your Active Directory (network) password reset?  Click "Manage your account" (in the left-hand menu) for more information on how to self-service.

Tickets v. Requests

Ticket: submit a ticket to report an incident if something you currently have is broken

Request: submit a request by using the Service Catalog to request something you do not have

 

ServiceNow Knowledge Base for self-help

Try to resolve IT issues on your own with our KB articles! Don't see what you're looking for?  Try using the search bar at the top of the Knowledge Base page.

How to request

Report IT issues or request technology products or services online:

ServiceNow Portal

Submit a general Ticket for non-urgent issues via email,

including your first and last name, email address, phone number and a brief description of the issue:

MassGov@Service-Now.com

To report urgent IT issues, please call the Service Desk at (844) 435-7629 (844 HELP MA 9).

To report urgent IT issues, or to speak to an End User Services analyst, please call the Service Desk at (844) 435-7629 (844 HELP MA 9).

More info

Commonwealth Employees/Authorized Business Partners ONLY

The EOTSS End User Service Desk and ServiceNow are resources for Commonwealth employees and their authorized business partners only.  Constituents that require IT assistance with Commonwealth resources should not reach out to the EOTSS End User Service Desk or submit a ticket via ServiceNow as this will result in a delay in service.

Manage your account

Locked out? End users can reset their Active Directory (network) passwords remotely on their own!

Your Active Directory (AD) password is the same password you use to log in to Office 365 (O365) applications (including Outlook and Teams), the Commonwealth VPN, and other Commonwealth-offered applications and services. If you have been locked out of your account, your password has expired, or you simply don't remember your password, refer to guide below to reset your password.

Resetting your Active Directory (network) password remotely 

Contact

Phone
EOTSS End User Service Desk (844) 435-7629

24x7x365 support for Commonwealth end users

CommonHelp IT Service Desk (866) 888-2808

for agency/Secretariat IT help desks and support personnel

Online
EOTSS End User Service Desk Log in to ServiceNow 
MassGov@service-now.com
CommonHelp IT Service Desk commonhelp.desk@mass.gov
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