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NIH eRA Help Desk has New Ticketing Service starting October 29th

Posted on October 30, 2012 at 9:15am

eRA Update: New Help Desk Ticketing Service Available Monday, Oct. 29

Sunday, October 28, 2012

eRA is moving to a new, sleeker help desk ticketing system tomorrow, Oct. 29, for our customers.  The new system will be more intuitive and customized to better meet your needs.  This system increases efficiency, provides better tracking and reporting of issues, and provides meaningful notifications to you.


You can access the new ticketing system through the link: http://era.nih.gov/help/.


For tickets created before the switch to the new system, you will continue to receive messages from the old system until the issue is resolved or the Help Desk Team moves it to the new system. Note that the ability to submit tickets via email and telephone is not changing.


For more information on the new system, get the New Help Desk System PDF.


(Message below sent Thursday, October 4, 2012 at 3:30 p.m. ET)

eRA Enhancement: New Help Desk Ticketing Service Coming Soon

Thursday, October 4, 2012


eRA is moving to a new, sleeker help desk ticketing system for our customers.  The new system will be more intuitive and customized to better meet your needs.  This system will increase efficiency, provide better tracking and reporting of issues, and provide meaningful notifications to you.


The new system will replace the existing online ticketing system on Monday, October 29, 2012.


When you come to the new web page, you will be prompted to enter your email address (the one you use to communicate with NIH) and then you will see a new screen (see screenshot below).


Figure 1: Screenshot of new ticketing system


The new system will offer more choices to categorize the help you are seeking, including multiple drill-down menus. For instance, you will first select the eRA Commons category, then you will have a number of sub-categories to choose from such as Account Questions, xTrain, or Progress Reports.  These options trigger related categories allowing you to quickly and specifically categorize the issue.   Not finding the right choices? No problem!  There is a rich text area to describe your issue as you see fit.  After describing the issue, you can also provide attachments and select your response preference, whether it be phone, email, or TTY.


To help speed up resolution of the issue, we encourage you to submit as much information as possible in the different fields available.


Finally, saving the ticket will ensure it is submitted and you will be given a confirmation number.


Additional features of the system include a Global Tickets pop-up message. This window will list widespread issue(s) affecting a large number of users. If you are experiencing the same issue, simply subscribe to the global ticket to be notified when the issue has been fixed. Yep, there’s a button for that! Note that if there is no global issue, the pop-up will not appear. You will need to have pop-ups enabled in your browser to view the Global Tickets window.


We will send an update when the new system is available.


eRA Communications

Division of Communications and Outreach

NIH Office of Extramural Research


Questions? Please contact the eRA Help Desk. Check out self-help resources on the Help page before submitting an online ticket; or call Toll-free: 1-866-504-9552, Phone: 301-402-7469, TTY: 301-451-5939; or email helpdesk@od.nih.gov.  The Help Desk hours are Mon-Fri, 7 a.m. to 8 p.m. ET


Help us improve our communications; send your suggestions and feedback to eRACommunications@mail.nih.gov or call 301-435-8185.


To read other recent articles and messages, please visit our Latest News page at http://era.nih.gov/news_and_events/index.cfm.


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