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Introducing ITS Direct

Posted: Fri 4 Aug 2017, 12:44pm.

IT Services are making a series of internal changes to help us further improve the level of service that we deliver to our users. As part of these improvements, you’ll start to see emails from our new Service Management tool: ITS Direct. We will be using ITS Direct to manage some requests for help from Monday 7^th August.

We are deploying ITS Direct in stages. From Monday, for tickets that you log relating to an incident with a live service, you will receive communications via ITS Direct. For other tickets (for example, a request for a service or a piece of software or hardware) you will continue to receive communications via our old system (RT). Don’t worry about which system we use to communicate with you – this if for IT Services staff to manage.

Please continue to contact us using the Red Help button on the ITS homepage: http://www.sussex.ac.uk/its/

ITS Direct emails will include the ITS Direct logo and will come from an ‘ITS Direct Incident’ email address – please see the example email below. If you have any concerns about phishing emails or those which are posing as coming from IT Services, please do not hesitate to contact the ITS Service Desk directly. You should forward any suspicious emails to the IT Service Desk at support@sussex.ac.uk

For general security advice, please see the IT Services Security page.