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UC to upgrade its ServiceNow service

IT Service Portal & Knowledge Base intermittently unavailable for up to four hours

headshot of Emma Bresser By Emma Bresser
2 minute read April 14, 2025

The IT Service Portal (uc.edu/ithelp) and Knowledge Base (kb.uc.edu) may be intermittently unavailable from 1:15 to 5:15 a.m., Sunday, April 27, during a planned ServiceNow upgrade.

What you can expect

During the ServiceNow upgrade, you may experience intermittent access to:

  • The IT Service Portal (uc.edu/ithelp) to submit a ticket for IT help or request an IT service.
  • How-to articles in the IT Knowledge Base (kb.uc.edu)

You will have access to 24/7 Canvas Support:

  • Dial 513-556-HELP (4357) or 866-397-3382 from your personal phone, select option 3. Or, dial 6-HELP (4357) from a university phone on campus. Then, select option 3.
  • Start a chat support session in Canvas: Click the “Help” icon in the left-hand navigation menu and select “Chat With Canvas Support.”

Digital Technical Solutions (DTS) will upgrade ServiceNow from the current version (Vancouver Patch 10a) to Xanadu release Patch 7b. The upgrade is required to maintain security and support.

Need help?

If you experience any continuing issues following this maintenance window, please contact the IT Service Desk.

Featured image at top: Andrew Highley/UC Marketing + Brand          

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