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OFM Service News – Tips when submitting a ticket to the OFM Help Desk

March 1, 2024
OFM ITS Service News

Visit the OFM Service Portal at https://ofmwa.servicenowservices.com/sp to submit a ticket to the OFM Help Desk.

Would you like to see your tickets processed more quickly?  If so, here are some things that we encourage you to do when submitting a ticket to the OFM Help Desk:

  • Identify the application. Provide the full name of the application you need assistance with. For a web application, include the URL you used to access the application.
  • Provide a brief description. The subject line of your email is the first thing we see. Summarize your request to give us context and identify urgency. Examples: MyPortal error, ER password reset, HRMS assistance needed by COB.
  • Describe the issue. The more descriptive, the better. Give as much information as possible.
    • What happened?
    • What did you expect to happen?
    • What steps were taken before receiving an error?
    • What date and time did the issue occur?
    • When did it last work for you?
    • Is this causing you a work stoppage?
  • Provide a screenshot. Attach an image or file that captures the issue. 
    • For a screenshot, capture the error message and the entire application window in the background. If you are unable to provide an image, include the text from the error in your description.
    • Be sure to redact Personally Identifiable Information (PII) such as a full or partial SSN, DOB, or banking information before sending it.

Using these tips will help us in providing high-quality customer service in a timely manner. Help us to help you. Thank you!

Questions?

OFM Help Desk

 

     OFM Help Desk

     HereToHelp@ofm.wa.gov

     360.407.9100