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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!

EOTSS End User and IT Service Support

Phone

Support for Commonwealth end users and IT support personnel

The Details   of Request IT support or services

What you need   for Request IT support or services

Do I submit an Incident or use the Catalog?

Submit an Incident

Submit an incident to report an incident if something you currently have is broken.

Product & Service Catalog

Submit a request through the Catalog to request something you do not have.  

For more information, please visit EOTSS Product & Service Catalog | Mass.gov.

Tickets entered incorrectly will be sent back to the user with instructions on how to appropriately submit their incident/request.

Self-help

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.

Knowledge Base

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.

Tips

For faster service: log in to the ServiceNow Service Portal

Submit an incident, request something from the Service Catalog, or use Chat to interact with a member of the Service Desk.

For urgent issues: call the Service Desk

at (844) 435-7629 (844 HELP MA 9)

To submit a general Ticket for non-urgent issues: send us an email 

MassGov@Service-Now.com

How to request   Request IT support or services

ServiceNow Service Portal

Log in to the ServiceNow Service Portal and click:

  • Chat now to chat with us live
  • Submit an Incident to report an issue
  • Service Catalog to order from the Product & Service Catalog

To learn more, please see our EOTSS Service Portal Guide | Adobe.

Now Mobile

Access ServiceNow from your mobile device using the ServiceNow mobile app, "Now Mobile", to request help, chat live with a member of the Service Desk, access your tickets and more.

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).

Please be sure to use the correct prompt.  Users who enter the wrong queue will be transferred to the end of the appropriate call queue, resulting in a longer wait time.

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.

Contact   for Request IT support or services

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