How can we help you?
- Follow-up on a ticket. Find the ticket in your inbox and reply directly from your email. Make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately. If you cannot find your ticket, see below to create a new ticket.
- Search for Knowledge. Use the search box above or visit the Knowledge Base to find how-to articles and answers to commonly asked questions.
- Create a new ticket. This page outlines contacts for specific services and requests.
Research Technology Escalation (RTE Ticket)
RTE Team Support Office Hours: M-F (9AM-5PM EST)
RTE Ticket Submission Requirements:
If your request requires executive escalation due to a special need.
OR
There has been no action on your previous request through the standard service channels after an appropriate amount time.
If your request meets one of the above requirements, you may email** @email to generate an RTE ServiceNow ticket. Your ticket will be triaged to determine the best response level and shared with the RTE Team for review during support office hours. **For no action ticket requests, please remember to include the original ticket number in your email so that all details are easily accessible.
For all urgent issues occurring after RTE Team Support Office Hours, please work directly with the Service Desk by calling one of the applicable Service Desk Support Phone Numbers.
IS Service Hub
Open a request for technical desktop and mobile support including non-standard PCs and Macs
Need IS Help? Chat with Infobot
Request Information
Complete the request form for general inquiries
Service Catalog
Review the catalog for specific service contacts
Isuggest
Submit a suggestion if you have a Bright Idea for Research at Mass General Brigham, MGH, or BWH