TIN 25-07

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Telecommunications Information Notice 25-07: New Network/Telecommunications Service Request Form Now Available Through OTS Customer Self-Service Ticketing Portal

June 26, 2025

The Office of Technology Services offers consolidated agencies the ability to submit requests to the OTS Enterprise Service Desk through the OTS Customer Self-Service Ticketing Portal. Customers may select from various options within the portal’s Service Catalog. A Network/Telecommunications Service Request Form has been added to the portal in the Communication Services section. This new form is used to submit standard requests for adds, moves or changes to network, voice, or wiring service. A user guide is available for the new Network/Telecommunications Service Request Form.

Until now, customers used the Enter Incident offering for both service requests and trouble reports. The Network/Telecom Service Request allows service-related submissions to be quickly categorized and routed separately from incidents. Going forward, please choose the following service offerings:
• Enter Incident for reporting issues with existing service
• Network/Telecom Service Request for standard adds, moves, or changes
• Network/Telecom Project Request for large or complex requests such as office relocations or system/network upgrades

Any user with access to the portal may complete the Network Telecommunications Service Request Form. OTS will follow up with the user and appropriate telecommunications coordinator as needed. Users accessing the OTS Customer Self-Service Ticketing Portal should be automatically logged in, if connected to the Louisiana State Network and using their domain login credentials. The preferred browser is Google Chrome. Agency staff who cannot access the portal may call the OTS Enterprise Service Desk at 225.219.6900 for assistance.

Note: The OTS Customer Self-Service Ticketing Portal is separate from the OTS Network Communication Services Billing Portal. The OTS Customer Self-Service Ticketing Portal is only available to certain agencies, primarily executive branch agencies reporting to the governor. Agencies that cannot access the portal will continue to use the current procedures for submitting network/telecom requests.

Please share this information with any staff who may initiate telecommunications/network services requests.

Questions regarding this notice should be addressed to Laura Matherne at Laura.Matherne@la.gov or 225.342.7725.