Sonoma State University

Sonoma State IT Support Portal Transition

Wednesday, July 8, 2026, 2:13pm

TO: All Employees
FR: Gene Lim, Deputy Network CIO and Senior Director of Service Management, Information Technology Services, San Francisco Bay Region Network

Dear Sonoma State Campus Community,
Effective July 15, 2026, Information Technology Services (ITS) will transition from the IT Help Desk ticketing system at help.sonoma.edu to the San Francisco Bay Region Network (SFBRN) Service Portal. This planned transition is part of Sonoma State's integration into the SFBRN.

What is changing?
Starting July 15:

  • Online IT Help Desk requests for support will be submitted through the SFBRN Service Portal instead of help.sonoma.edu. 
  • Links on it.sonoma.edu have already been changed to direct you to the SFBRN service portal.
  • Existing support requests will continue to be managed during the transition.
  • Follow-up emails and online communications will change to a new format and sender. 
  • Future communications will provide resources to help you use the new system. 

Why is ITS making this change?
As part of Sonoma State's integration into the San Francisco Bay Region Network (SFBRN), ITS is moving to a shared service portal used across all three campuses. Using one shared support platform improves efficiency, gives the entire SFBRN ITS team visibility into support requests, and helps ensure that the technician best suited to assist you can respond more quickly, regardless of campus location.

What does this mean for me?

  • Submit all new service requests through the SFBRN Service Portal. We suggest bookmarking it for easy access.
  • If you currently have an open ticket, ITS will either resolve it in the legacy ticketing system or continue to service the request in the new system.
  • Beginning July 15, new requests will be submitted only through the SFBRN Service Portal.

Our goal is to ensure everyone has the information they need before the change takes effect. If you have questions about the ITS Help Desk ticketing system transition, please email gene.lim@csueastbay.edu.