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The City of Portland, Oregon

Office of Management & Finance

Bureau of Technology Services

BTS HelpDesk: 503-823-5199

1120 SW 5th Avenue, Suite 1111, Portland, OR 97204

How to Get Faster Service from EBS

How to Get Faster Service from EBS


We like helping people! We like solving problems! We like making our customers happy!

One of the ways you can help us help you is by providing complete information when you submit a ticket. “SAP isn’t working” or “Role Request” doesn’t give us much to work with, so work is delayed until we get in touch with you to learn more.

When you go to the Cherwell Portal and select “SAP Incident”, a screen will open that allows you to fill in incident details. The required information is outlined in red boxes on the screen.

If you want to include a screen shot (especially helpful if you’ve gotten an error message!) or other file, use the paperclip to attach it.

paperclip on tool bar

Note to Change Agents: If you’re requesting a role, please include your employee’s PERNR and position as well as the name of the role(s) being requested.

Once the ticket’s information is complete, click “Submit” submit buttonand the ticket will immediately appear in EBS’s queue instead of going through HelpDesk first.