Getting Help

Go to the NCSA Help Portal for assistance with any questions or issues not answered by the documentation. Powered by Jira Service Manager (JSM), in this new portal you can:

  • Submit support request tickets.

  • Search knowledge base articles to resolve common issues faster.

  • Monitor the status of your tickets.

  • Respond to NCSA staff as they work to resolve your tickets.

Refer to the JSM User Job Aid for information on how to navigate the portal.

The NCSA Help Portal is the preferred method to submit requests. However, if you run into problems using it, you can still email [email protected] for support. Expand the following section for guidelines on sending email requests so that NCSA staff can efficiently address them.

Email Support Request Guidelines

Email support request guidelines (click to expand/collapse)

To help NCSA staff efficiently address your request, in your initial email, please include:

  • A descriptive subject line starting with HTC (for example, “HTC: Job keeps getting put on hold”)

  • In the email body, include:

    • Your NetID

    • Approximately when (date/time) the issue occurred.

    • What you were trying to do and how you tried to do it.

    • Why you think it isn’t working.

    • Commands or scripts you ran, in enough detail to reproduce the problem (text files are preferred).

    • The output and/or error messages you got (text files are preferred).

    • If your command or script worked in the past, when did it stop working?

    • Any other approaches you’ve tried.

    • Any other information you think might be relevant.

If you have multiple, unrelated issues, please create a separate ticket for each by sending separate emails.

You will receive email correspondence as your ticket is worked on, please respond to any questions that are asked.