CISL transitions to new ticket system for user support on Tuesday, October 29

October 24, 2019

CISL will begin using the Jira Service Desk ticket system on Tuesday, October 29, to help users quickly find information or assistance they need. This system features a friendly user interface, simple request forms, and knowledge base articles that answer common questions. Users will log in with their UCAR usernames and CIT passwords. Individuals who do not have CIT passwords can request them by contacting CISL.

High-performance computing (HPC) system users will get support through a new “NCAR Research Computing” portal as described below. A “Staff Support” portal already in use by UCAR staff is being expanded, as well. Among other benefits, anyone needing support from both UCAR IT and CISL IT services will be able to find it in one place.

NCAR Research Computing portal

Through the NCAR Research Computing portal, the CISL User Services Section and High-end Services Section will support staff and external HPC users who need help working with Cheyenne, Casper, and related data-storage systems such as GLADE and Campaign Storage.

Staff Support portal

The Staff Support portal will serve CISL personnel and NCAR directorate staff who need workstation support, in addition to UCAR staff who need support for enterprise IT services that CISL operates. UCAR staff already use the portal to request help with UCAR IT services and business applications.

The new portals will replace the ExtraView ticketing system for most customer support tasks. However, NETS requests will still use netshelp@ucar.edu.