Cookies on this website

We use cookies to ensure that we give you the best experience on our website. If you click 'Accept all cookies' we'll assume that you are happy to receive all cookies and you won't see this message again. If you click 'Reject all non-essential cookies' only necessary cookies providing core functionality such as security, network management, and accessibility will be enabled. Click 'Find out more' for information on how to change your cookie settings.

Accept all cookies Reject all non-essential cookies Find out more

Our new ESM system is now live!

The switchover was successful and new incoming IT support enquiries across MSD are now being raised in FreshService.

Thanks once again to everyone for the engagement and input – getting to this milestone wouldn’t have been possible without your support.

Important things to know

Service Group Emails

Please test your service group emails.

We recommend that each IT service team sends a test ticket through the system to check that:

  1. Email routing has assigned the enquiry to your service group(s)
  2. Members/agents of your service groups are receiving notifications

If you encounter any problems with the above, please email ithelp@medsci.ox.ac.uk and MSD IT Services will investigate the issue as a priority. 

General Issues

Over the coming days, the FreshService integrations will synchronise with university systems and data. There are a couple of things to be aware of:

  • The address for your service group(s) on outgoing emails sent from FreshService may get pre-fixed with ‘fresh-‘ for a short time. This is a cosmetic issue that will not impact the email workflows for inbound replies. The prefix will disappear over the next 2-3 days.
  • The list of staff who appear in the ‘Requestor’ lists on a new ticket will gradually populate over the next 1-2 days, over 1,000 staff have already been added! Some simple steps are outlined in our FAQ on how to raise a ticket for staff members who do not yet appear in the list.
  • A bug has been identified that means a requestor is unable to select their department when submitting a ticket through the portal if not logged in with SSO. The ticket can still be submitted and MSD IT Services will reassign it the correct service group. We are working with the supplier to resolve this.

Reporting Issues

If you spot any issues or things not quite working as they should, the ESM project team will be on hand to help. You can:

Support

See our FAQs for common queries.

If you didn’t get a chance to attend one of the tutor-led training courses, fear not – online training is available through the Freshworks Academy:

ESM Pilot