Getting Help#
If you need help, you can contact the Research Computing (RC) team via email, ServiceNow ticket, or by scheduling an appointment through our Bookings page.
Email#
To contact the RC team, email us at rchelp@northeastern.edu. This will generate a ticket in ServiceNow. Be sure to include details about your question or issue, including any commands or scripts you use, so that we can direct you to the right person.
Submit a ticket#
To submit a ticket in ServiceNow, select from the RC ServiceNow catalog. You may need to sign in with your Northeastern username and password to view the catalog.
RC users can request services using our ticket system. Please select the appropriate category below to access the online ticket.
Scheduling consultations#
We encourage you to schedule a consultation with one of our staff members to receive personal, one-on-one assistance for your research computing and data storage needs. Consultations are available to any Northeastern student, faculty, or staff member. We can assist you with starting Discovery, optimizing your code, benchmarking, installing and using software packages, detailing data storage options, and more.
We offer consultations by appointment most weekdays during regular business hours (9 AM to 5 PM). Please note that we follow the Northeastern University holiday schedule, so no consultations are available on holidays or during breaks. All consultations are conducted online through the Teams app.
Use our Bookings page to view our availability and schedule an appointment. You must sign in using your @northeastern.edu email address (for example, a.student@northeastern.edu).
Update Ticket#
To check for updates on a submitted ticket, please follow these steps:
Log in to your ServiceNow account.
Select “My Tickets” to access a list of all your active tickets.
In the ticket list, you will be able to view the latest updates made to each ticket.
In addition, you will receive an email notification from ServiceNow mentioning your incident number, you can directly access the ServiceNow portal to view the updates on your ticket by following these steps:
Open the email and locate the incident number mentioned in the message.
Select the incident number; this will redirect you to the ServiceNow portal.
In the ServiceNow portal, you can see the updates made to your ticket.
By following these steps, you can easily track the progress and stay informed about any updates related to your submitted tickets.
Status Page#
We use the ITS Systems Status page to post important information, such as power outages and maintenance windows. You can subscribe to this page to receive email updates on the status of ITS systems.