Please send all requests for help to CCR Help
The fastest way to receive technical assistance from our team of system administrators and computational scientists is to send an email to CCR Help. Your email will generate a ticket in our work order system which will be seen by all CCR technical staff. Urgent requests sent during regular business hours are often able to be handled within several hours. One of our staff members will respond within 2 business days to requests for software installations and other non-urgent matters. Our staff rotates through an on-call schedule for weekends and non-business hours as well. If you email a staff member directly, please keep in mind they may be out of the office, on vacation, or not on-call and may not see your request immediately. Therefore, we highly recommend submitting a ticket through our help email address and the first available staff member will respond. We make every effort to provide you with assistance in a timely manner.
RT (Request Tracker)
CCR uses an open source help desk management software package called Request Tracker (RT). RT manages the help desk requests and documents the information in a database. Each request is given a unique number, called a "ticket" number. All correspondences are stored under that "ticket" number. When you send an email to ccr-help you will get an autoreply email back containing the ticket number your request was assigned. To answer any questions CCR technical staff ask via an email ticket or supply additional information about the issue, simply reply to the email from ccr-help.
Frequently asked questions about RT:
How can I add someone to the ticket correspondence?
Just "reply" to any message received from ccr-help and add e-mail addresses in "CC:" They will also receive any further e-mail correspondences for that ticket.
How can I send a file to ccr-help?
Attach your file(s) to your e-mail correspondence for that ticket.
What if I get an e-mail that the ticket is "resolved" but I still have problems?
Just e-mail a reply to ccr-help for that ticket.
The "resolved" email says not to reply but I want to thank the staff member for helping me. How do I find their email address?
Check out our staff listing
Where do I start?
- Check out our Frequently Asked Questions (FAQ) page for fast answers to the most common questions we receive.