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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!
Contact for Request IT support or services
EOTSS End User and IT Service Support
Phone
EOTSS End User Service Desk
Call EOTSS End User and IT Service Support, EOTSS End User Service Desk at (844) 435-7629
24x7x365 support for Commonwealth end users
CommonHelp IT Service Desk
Call EOTSS End User and IT Service Support, CommonHelp IT Service Desk at (866) 888-2808
for agency/Secretariat IT help desks and support personnel
Online
EOTSS End User Service Desk
Log in to ServiceNow
CommonHelp IT Service Desk
Email EOTSS End User and IT Service Support at commonhelp.desk@mass.gov
The Details of Request IT support or services
What you need for Request IT support or services
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 Request IT support or services
Report IT issues or request technology products or services online:
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:
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 for Request IT support or services
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 for Request IT support or services
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 your Commonwealth-issued device, Office 365 (O365) applications (including Outlook and Teams), Adobe applications, 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 the guide below to reset your password.
Contact for Request IT support or services
Phone
EOTSS End User Service Desk
Call EOTSS End User and IT Service Support, EOTSS End User Service Desk at (844) 435-7629
24x7x365 support for Commonwealth end users
CommonHelp IT Service Desk
Call EOTSS End User and IT Service Support, CommonHelp IT Service Desk at (866) 888-2808
for agency/Secretariat IT help desks and support personnel
Online
EOTSS End User Service Desk
Log in to ServiceNow
CommonHelp IT Service Desk
Email EOTSS End User and IT Service Support at commonhelp.desk@mass.gov