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Transition from Remedy to Bison Support System

Customer Information Bulletin

Date: December 1, 2023
To: IBC Customers
Subject: Transition from Remedy to Bison Support System

Valued IBC Customers,

As we continue our focus on improving your customer experience, we are pleased to inform you that the DOI Customer Support Center (CSC) will be migrating to a new ticketing system called Bison Support System (BSS). 

BSS will replace Remedy, the system we currently use to track helpdesk tickets submitted by our customers for the various Financial Management and HR systems we manage.

IBC will begin using BSS for customer tickets starting December 5, 2023.

screenshot of BSS sample email notificationNotes about the Transition

CSC agents will enter any new issues reported by customers starting December 5, 2023, into BSS.

Customers will receive automated email notifications from BisonSupportSystem@ios.doi.gov, and the message will have a new look and feel.

To minimize disruptions, helpdesk tickets submitted before December 5, 2023, that are in a pending, in progress, or assigned status, will remain in Remedy until the incident is resolved and closed.

Tickets in Remedy that are not resolved or closed before January 31, 2024, will be transferred to BSS, and receive a new ticket number. 

Thank you for being a valued customer of IBC and for allowing us the privilege to serve as your trusted partner.

Questions

  • If you have any questions regarding the BSS migration, please contact your usual points of contact in FMD or HRD. 

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