HELPDESK

The best way to contact the NHSC is to submit a ticket to the helpdesk:

NHSC HELPDESK

We will make every effort to provide an acknowledgment to your question within one working day (usually within hours) and to provide a full response from an expert in the area of your question within two working days. Our team works by forwarding your specialist question to an expert, who will be the one that responds to you through the helpdesk. The experts are drawn from our instrument support scientists, developers, managers and funding experts. You can see who we are by visiting the web-page http://www.ipac.caltech.edu/Herschel/nhsc_staff.shtml. If you continue to have dialog, through the helpdesk, your question will be forwarded to the person who we assigned to answer you.


Instructions for using the NHSC Helpdesk

Submitting a ticket and getting a response

  1. Register as a member of the Science Community with the help desk.

  2. Once registered, you will see a number of options available. Click on --Submit a ticket-- and follow the instructions.

  3. You can view all your tickets and the information about them from the help desk Web site. Responses to tickets are also sent to the email address you entered when you registered.

  4. You can send a follow-up message to a help desk query in one of two ways:

    1. From the help desk Web interface

      1. Go to the help desk and view you tickets.

      2. Clike on the one you want to update to view its history.

      3. Click on Post Reply and add further comments. When you’re done, click on Submit.

    2. From an email response to a help desk ticket. Click on Ticket in the gray menu bar near the top of the page.

      1. Reply to the help desk ticket response sent to you.

      2. Don’t change the subject line. it’s used to associate your new message with the original ticket.

  5. You can add attachments before submitting your ticket.

    1. You can attach up to 3 files to a ticket.

    2. Any file can be up to 5 megabytes in size. (Use the Web interface to the help desk if you experience problems sending files, especially large ones.)

    3. To protect the NHSC computer systems, all files must have a suffix of .fits, .pdf, or .txt. (If you’re sending a script file that has a suffix of .py, just append .txt. to it so you end up with something like myScript.py.txt’. The same goes for files of other types.)


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