As part of ongoing improvements to our ICT support system, Fresh Service, we’re pleased to inform you that the process for logging Change Requests has been updated.
From Monday 2 June 2025, all ICT related issues and Change Requests will be managed through Fresh Service. This change streamlines the process and helps us to resolve tickets more efficiently.
The new process outlined below will replace the old Change Request form which is currently on The Hub.
New Change Request process:
· Find the link to Fresh Service by clicking the icon in your EDC Apps folder.
· Click “sign in with SSO” (Corporate Users) or input your log in details (Education Users).
· There are two ways to create a new ticket. The first is by clicking on the Request for a Change tile. The second is by selecting the bar in the top left-hand side of the page and selecting Change Requests from the menu.
· You will then be able to fill in the form which will auto populate with your details. You should input a high-level subject for the Change and include a fuller Description outlining your issue/request.
· You can select your line manager/appropriate authoriser from the drop-down menu. Please note the Authoriser and Requester cannot be the same person. If they are, the Change will be rejected.
· You can then scroll to the bottom of the page bypassing the other fields that are marked for ICT and select “submit”.
· A confirmation email will be sent to you, the Requester, advising of the change and the ticket number. The Authoriser will get an email alert to approve the change.
A step-by-step guide is available on the Employee Zone.
A further feature will also be introduced on Monday 2 June allowing ICT related announcements to be made via Fresh Service direct to your email and on the Announcement portal on Fresh Service. This will allow ICT to keep everyone updated quickly and efficiently.
Thank you,
Jamie Robertson, Executive Officer Finance and Digital Services
