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RDCRN Help Desk

RDCRN Help Desk

1. What is the RDCRN Help Desk?

The RDCRN Help Desk is the central place for IT support, FAQs, and how-to articles. Use it to:

  • Search for self-service help articles (e.g., FAQ, authentication, Box).

  • Submit tickets for technical support, access requests, or reporting problems.

  • Track the status of your requests.

2. How to Access the Help Desk

You can reach the Help Desk in several ways on the Members Landing Page:

  • Resources → RDCRN DMCC Service Desk

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  • Tools → DMCC Help Center

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  • RDCRN Help Desk widget (bottom-right corner of your screen)

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3. Submitting a Ticket

Option 1: Using the Help Desk Form (Recommended)

  • Visit the Raise a request page

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  • Choose the topic that best fits your issue (e.g., REDCap, Regulatory, Chiron, Box, Website).

  • This automatically assigns the ticket to the right team.

  • Provide as much detail as possible, including attachments or screenshots.

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    Choose the topic that best fits your issue

Option 2: Submitting by Email

4. Tracking and Responding to Tickets

  • Every ticket has a unique ID (HELPDESK-#####).

  • You will get an email confirmation when your ticket is created.

  • When a comment is made on your ticket, you will receive an email notification.

  • You can respond in two ways:

    1. Reply to the email notification → your response is added to the ticket.

    2. Directly in the Help Desk → view ticket history, add comments, or attach files.

Accessing Tickets in the Help Desk

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Accessing tickets on the Members Landing Page
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View a listing of all your open tickets
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Sample ticket in the Help Desk portal

Adding participants:

  • You can @mention anyone in a ticket comment (either in the portal or by replying to email with @Name).

  • That person will automatically be added to the ticket as a participant and will begin receiving notifications.

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Use the @mention function to add participants to the ticket

5. Ticket Statuses

  • Waiting for Support – Being worked on.

  • Waiting for Customer – We need more info from you.

  • Resolved – Work is complete.

6. Help Articles & Knowledge Base

  • Before submitting a ticket, you may find the answer in the Help Articles section.

  • Articles cover common topics like:

    • REDCap user access and troubleshooting

    • Box permissions and file sharing

    • Chiron navigation

    • Regulatory systems

    • Website updates

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Self-service help articles

7. Notifications & Email Troubleshooting (Quick Tips)

If you don’t see Help Desk emails:

  • Check your spam/junk folder.

  • Check your quarantine messages (e.g., Microsoft Outlook).

  • Ask your institutional IT to whitelist emails from @RDCRN.org.

If you’re a consortium management user that manages Help Desk tickets, visit the RDCRN Help Desk (Jira) Management User Guide for more information.