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Q. How do I get a EM Service Desk account?

A. Please contact EM-Support@austin.utexas.edu and we will get you set up as a customer.

A. As a customer, you login to the Customer Service Portal using your EID email address.  For example, if John Doe's EID is JDoe123, John's customer portal login will be JDoe123@eid.utexas.edu

Q. I do not see a request that I submitted in my portal account.

A. If you submitted the ticket and cannot see it, check the settings in the portal to ensure your ticket was not closed. If you do that and still do not see the ticket, email EM-Support@austin.utexas.edu with information about your missing ticket and we'll see what we can find out! If you submitted on behalf of someone else, you may be not be listed on the ticket. Reach out to us and we'll see if we can get your account added to the ticket.

A. Check your Junk Mail folder and be sure to save EM-Support@austin.utexas.edu in your address book so it is not marked as "Junk mail".

Q. What is a "ticket"?

A. A ticket is a number used to reference a request. Each request is assigned a ticket number which looks like this: EMSS-####
All correspondence should include the EMSS-#### ticket number when referring to a specific request.

Q. Can I send attachments and screenshots with my request?

A. Yes! The EM Customer Portal request forms allow users to drag and drop documents and photos to attach to requests.

A. You can reach out to Finance and Administration in two ways using the instructions here.

A. Finance and Administration will not accept procard backup documentation via Jira Customer Portal.  Procard users will upload backup documentation to their assigned procard folder in box.