Overview

There are three different URLs to reach the Michigan Medicine Help Center:

• michmed.service-now.com
• help.medicine.umich.edu
• help.med.umich.edu

All three URLs take a user to the same place, the homepage of the Michigan Medicine Help Center.

March 6, 2025 URL Change to Reduce Logins

• Prior to March 6, 2025, an extra login to the Michigan Medicine Help Center was sometimes required, depending on which of the three URLs was used. This has created confusion and proven to be difficult to support.
• To fix this issue, the Custom URL of 'help.medicine.umich.edu' was converted from a DNS CNAME into a Redirector to the canonical domain name of 'michmed.service-now.com'. This change was successful.
  • The other URL in use, 'help.med.umich.edu' is already set up as a Redirector.
• But an unintended consequence of this change occurred. Permalinks (or deep links/direct links) to knowledge articles that begin with 'help.medicine.umich.edu' no longer work and require updating.

Fix a Broken Knowledge Article Link

• A knowledge article link beginning with 'help.medicine.umich.edu' (E.g. https://help.medicine.umich.edu/kb?id=kb_article_view&sysparm_article=KB0011690) will no longer take users directly to the article. Instead, it brings the user to the main Michigan Medicine Help Center landing page.
• To update the link:
  1. Visit the knowledge article you want to link to from the Portal.
  2. On a computer (not a mobile device), scroll to the bottom of the page and click the Copy Permalink link.
     
     
     
     The permalink URL will look like this: https://michmed.service-now.com/kb?id=kb_article&sysparm_article=KB0027499
  3. Paste the permalink URL into your document, SharePoint site, or website.
  4. See ServiceNow - Knowledge Article Content Style Guide for more information on best practices (See the Hyperlink section) when creating links to ServiceNow knowledge articles.

We apologize for this unintended consequence and the rework it may cause for Michigan Medicine content owners. This is a one-time impact.

Considerations for Catalog Items

• If you are linking to a catalog item from a website or other article, you may want to use the "michmed.service-now.com" URL.
• If you have any links within your catalog item which include a link using "help.medicine.umich.edu," you will want to submit the Service Catalog Items catalog request, to ask for the link to be updated to "michmed.service-now.com."

What If I Have Issues?

If you continue to have issues with ServiceNow links, please contact the HITS Service Desk at 734-936-8000, or by using the Submit a Ticket catalog item.