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
http://itservicedesk.nih.gov/era/ 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 http://era.nih.gov/help/ 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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