Rural & Regional (R&R) TfNSW support information

Transport for New South Wales (TfNSW) are implementing the new OT Connect IT Service Management tool that will enable Operators and TfNSW users to raise and track the status of operational technology service requests and incidents. 

If you are having issues accessing the portal, please email the OT Connect Service Desk at OTConnect@transport.nsw.gov.au.

Logging a support ticket

• Access the OT Connect Service Portal
• Enter your Username and Password or follow the process to create an account. 
• Submit a Service Request
  • Click on New Request to raise a new request or enter a keyword in the How can we help? search bar to quickly navigate to the appropriate form. 
  • Click on the category applicable to your request under Categories
  • Click on the relevant form to raise a new incident/service request
  • When raising a support ticket for the Transportme electronic hardware (iPad, Pax A920)  please include vehicle registration, device serial number in the support ticket.
  • Fill in the relevant form fields, Add attachments to provide any relevant supporting files and click Submit.  A summary of the submitted request details will be displayed. 
  • You will receive an email notification to confirm that your request has been submitted. This will include a unique Incident Reference Number that can be used to view and track the status of your request. 

Viewing and updating an existing service request

• Open the OT Connect Homepage
• Click on Requests from the menu in the top right corner of the screen
• Double click on the relevant request (blue hyperlink heading)
• Enter any additional details you wish to provide to the subject matter expert reviewing your submitted request by typing it in the “Type your message here" free text and then click Send. 

Contacts 

If you are unable to log a support ticket or you need to discuss another matter, TME can be reached via the support email or contact number.