Important update: ITSM tool migration
SEEBURGER is switching the IT Service Management (ITSM) tool to provide you with an enhanced support experience.
Migration overview
SEEBURGER is transitioning to a new ITSM tool. For a seamless experience, the SEEBURGER Service Desk portal URL and support email addresses will remain unchanged.
Accessing the new SEEBURGER Service Desk portal
- ⦁ Please use the “Password Reset” function to set a new password for the new Service Desk portal.
- ⦁ Once logged in, you will find additional information about the new ITSM environment.
Ticket handling
- ⦁ Open tickets will not be automatically migrated. Our support engineers will aim to resolve them in the legacy ITSM. If necessary, they can manually migrate individual tickets.
- ⦁ Tickets submitted via email will continue to work as usual.
- ⦁ If you reply to a legacy ITSM ticket via email, a new ticket will be created in the new system. Our support team will include a summary of the previous case for reference and continue working with you.
Accessing the legacy ITSM
- ⦁ The legacy ITSM will remain available for at least nine months via a separate URL, which will be linked from the new Service Desk portal.
- ⦁ Closed tickets from the legacy ITSM will not be migrated to the new system.
- ⦁ Support tickets from the new Service Desk tool will continue to be displayed as usual in the SEEBURGER Customer Portal, under the “Support Tickets” menu item in the Service Monitor app, covering the past 100 days.
We appreciate your cooperation during this transition and are committed to ensuring a smooth experience. If you have any questions, please refer to the ITSM portal or contact our SEEBURGER Support team.