IT Self-Service Portal | University of Miami Information Technology

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User-friendly alternative to placing a phone call to the IT Service Desk.

Creates a unified experience for all IT self-service portal users.

Ability to view current and planned upcoming IT system outages.

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UService Self-Service Portal

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To open a ticket (i.e., create an incident) via the new self-service portal, visit: it.miami.edu/self-service

• Select one of the following forms:
  • General Support
  • Clinical Application Support
  • Software and Hardware Support
• Complete all fields marked required (*), and then select "Submit"

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General Support (a.k.a Create Incident) Form 

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Sample Email: New Incident Created

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System Status Page

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Standard ServiceNow View

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Streamlining and expediting incident resolution with customized support forms

Based on valuable community feedback, we've updated our processes to improve response times and provide you with the best possible service and support. We've created dedicated forms that will allow us to assign and resolve incidents more quickly.

By using these forms, you'll help IT better understand your needs and ensure that the right team addresses and resolves your request—enhancing your overall experience with our department.

Available Forms:

• General Support
• Clinical Application Support
• Software and Hardware Support

If you prefer to contact the 24/7 IT Service Desk via phone, feel free to call 305-284-6565 (Coral Gables/Marine) or 305-243-5999 (UHealth/MSOM). Please keep in mind that the help@miami.edu and help@med.miami.edu email addresses are no longer automatically creating incidents.

Coming Soon: IT Support Virtual Agent Powered by ServiceNow

We're excited to announce that a new way to get IT help is on the way! Our IT Support Virtual Agent—powered by ServiceNow—is currently being optimized to give you faster answers and easier access to technical support.

You may already notice the Virtual Agent chat feature showing up in the IT Self-Service Portal and via Microsoft Teams. Feel free to try it out by following the tip sheets below:

• How to access the Virtual Agent in the IT Self-Service Portal
• How to enable the Virtual Agent in Microsoft Teams 

Please note that the Virtual Agent is still in development, so while you can interact with it now, some functions may not be fully available yet.

Stay tuned – once fully launched, the Virtual Agent will be ready to:

• Check the status of your IT requests
• Answer common "how do I…?" questions
• Route issues to the right support team faster
• Discover relevant support articles to provide you with quick answers

Full rollout is coming soon! In the meantime, we appreciate your patience (and your test clicks!) as we fine-tune the experience.

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• What's changing?

  • As of April 29, 2025, visit it.miami.edu/self-service for:
    • Reporting IT issues
    • Requesting IT services or items
  • The new self-service portal has a fresh, modern look and improved navigation. Visualize the experience.

• What's staying the same?

  • You will continue to contact the IT Service Desk via the same phone numbers currently used.
  • The previous self-service portal will remain active until further notice only for the following:
    • IT @ the Academy project requests (i.e., Demands)
    • IT work orders (i.e., IT Telecommunications service requests)
    • Clinical device management (i.e., Nuvolo)

• What are the benefits of this change?

  • Merging UService instances creates a unified self-service experience. The new user-friendly portal has a fresh, modern look and improved navigation for submitting and tracking your IT support tickets and service requests.

• How do I access the new UService (ServiceNow) self-service portal?

  • You can access the UService (ServiceNow) self-service portal via this link: it.miami.edu/self-service

• How do I open a ticket (i.e., create an incident) via the new UService (ServiceNow) self-service portal?

  • Visit it.miami.edu/self-service and select "General Support." Complete all fields marked required (*), then select "Submit."

• I opened a ticket (i.e., created an incident) and was able to resolve my issue on my own. Can I close my ticket myself?

  • Yes, if you have resolved your issue, here’s how you can close your own ticket:
    
    • Navigate to the self-service portal at: it.miami.edu/self-service
    • Select “My Requests” at the top right, then locate and select the ticket you would like to close. You have the option to type a message to let the IT Service Desk team know that you resolved your own issue.
    • Select “Actions,” then select “Resolve.”
    • You’ll receive an automated email notification that your ticket has been closed, and if you need to re-open this ticket within 7 days, you can do so using the link in this email.

• What’s the difference between submitting for general support vs. a general request?

  • Use “General Support” (i.e., open a ticket, create an incident) when something is broken, not working, or down.
    • For example, you can’t log in to a system, you experience unexpected behavior while using a non-clinical system, or you need help resetting your password.
      • Important: Always report issues that are time sensitive or impacting patient care by placing a call to the IT Service Desk.
      • Did you know? You can select “Clinical Application Support” for any non-urgent clinical application issues or select “Software & Hardware Support” for issues impacting non-clinical applications, hardware, or network and internet connectivity.
    • Submit a “General Request” when you need something new or have a question.
      • For example, you need access to an application that does not already have a specific request form, have a question about a recent IT project communication you received, or need help but aren’t sure if it’s a “technical issue.”