Getting Help

RCDS and NCSA share user support responsibilities. Northwestern’s agreement with NCSA includes Tier 1 user support from Nightingale staff for standard system administration such as access management, software installation and updates, and troubleshooting jobs. Reach out to request support from NCSA through their ticketing system by emailing help@ncsa.illinois.edu .

Requests that go beyond standard system administration will be routed back to Northwestern RCDS on behalf of the user. You may also contact RCDS directly by emailing nightingale@northwestern.edu with any questions or concerns about the NU@Nightingale service.

Submitting a Ticket via Email

To help NCSA staff efficiently address your request, please include Nightingale in the subject line of your email and the following information (as applicable) in the body of your email:

• Your Nightingale username

• Approximately when (date/time) the issue occurred

• Commands or scripts you ran, in enough detail to reproduce the problem (text files are preferred)

• The output and/or error messages you got (text files are preferred)

• What software you are using and how it was installed

• If your command or script worked in the past, when it stopped working

• Any other information you think might be relevant

You will receive email correspondence as your ticket is worked on, please respond to any questions that are asked. If you have multiple, unrelated issues, please create a separate ticket for each by sending separate emails.