There are several ways for users to get help at NCI.
NCI’s primary user support system is the JIRA Service Desk (JSD) from Atlassian. This Help Desk enables NCI to provide effective support to users in a timely manner. You can access JSD by going to help.nci.org.au and logging in with your NCI account.
Help requests can also be submitted directly by email to NCI User Services (firstname.lastname@example.org). These requests are linked to your NCI login account, and the details of those help requests are automatically added to your dashboard page within JSD, which shows the status of your current NCI support requests, as well as requests that have been resolved. As a general rule, email help requests should always include as much information as possible. Requests regarding project resources, e.g. a computing allocation or storage for a project, should include the NCI project code and the project’s resourcing scheme or stakeholder. Requests regarding jobs on Raijin should always include the relevant job IDs and project code.
User Support Working Hours
Staff will attend to support queries during normal business hours, 9:00am-5:00pm Australian Eastern Time, Monday-Friday. Support requests received outside of normal business hours will be addressed at the first opportunity on the next business day. In some cases NCI staff may send support updates outside of normal business hours, however this should not be a general expectation.
NCI User Services can also be contacted by phone:
- Local: 02 6125 3437
- International: +61 2 6125 3437