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PROTECT/IT Help Desk transitioning to ServiceNow

Beginning March 13, 2026, OHSRP will move to a new PROTECT/IT Help Desk system.

On Friday, March 13, 2026, OHSRP’s existing PROTECT Help Desk ticketing system will move over to a ServiceNow interface, using the same technology that NIH enterprise uses to handle their support items - IT Service Desk.

Please begin using this new ticketing system for your PROTECT help and support needs starting Friday, March 13th.

Where do I go to submit a new PROTECT Help Desk ticket?

You will still go to our PROTECT/IT Help page of our OHSRP website to submit a ticket. The new urls for each ticket type are on our website.

NOTE: You should delete any old bookmarks to our previous Help Desk system.

What will be different about the tickets?

You will notice that we have reduced our 10 ticket types to 6, making it easier to choose a ticket type and submit. This has resulted in some condensing/adding of fields.

How will the new ticketing system be easier to use?

Users’ NED information will auto populate

NIH users’ information like Name, IC, and Email Address, etc. will now automatically populate from NED. You will not need to manually enter this information. You may, however, revise these fields if needed.

Tickets will route automatically to IC Account Approvers

You will no longer need to manually assign your IC’s Account Approver.
The system will automatically route the ticket to the account approver based on the IC listed on your ticket.

Easier to comment/reply to tickets

Commenting on and replying to tickets can be done by just replying to the notification you receive by email. Your comments in your emailed reply will automatically be added to the ticket for our team to review.

NOTE: For replies to be entered on the ticket automatically, it is important that you do not revise the SUBJECT line or the TO line (recipients) of the email.

What about my open JIRA tickets?

If you have any open JIRA tickets at the time of go-live, OHSRP will migrate these into the new ServiceNow system. We will reach out directly to let you know your new ticket #, and your support item will be resolved in the new interface.

Will there be any demo or training for these changes?

We expect the transition to ServiceNow to be seamless and intuitive for our end-users and not to require detailed training. Please take some time to use the new ticketing system and use one of the forums below for any questions/feedback.

E-mail/Teams
If you have immediate questions, please feel free to reach out to our PROTECT Trainer by email or on Teams.
sue.tindall@nih.gov

Virtual Office Hours
You are also welcome to drop into one of our Virtual Help Desk Hours (Mon – Thur 1-2 PM EST).

PROTECT Community Call
In our next PROTECT Community Call on April 8, 2026, we can discuss how everyone is finding the new process and do a review of any areas that are needed after it has been “live” for a few weeks.

Thanks as always for your patience and constructive feedback on the support and services we offer the community.