This article explains how to submit and track iLab Support requests using the JIRA Service Management (JSM) support portal.
Quick steps: Submit and track Support requests
- In iLab, select Help (top-right).
- Your email app opens a new message to ilab-support@agilent.com. Send the email to create a Support ticket.
- If no email window opens, manually email ilab-support@agilent.com to create the ticket.
- Open the confirmation email you receive from iLab Support.
- Select the portal link in the email to open the JSM portal and create your portal account.
- Sign in to the JSM portal.
- To submit a new request in the portal, select Submit a request, complete the form, and add any attachments.
- To track requests, go to My Requests.
- Filter by status (open/closed) and select a ticket to view updates and reply.
- In the ticket, use Activity to read and add comments. Check Participants to see who is included on the request.
The sections below walk through how to access Support, create a portal account, submit requests, and monitor ticket activity.
- Using the Help link in iLab
- Creating your portal account
- Submitting a ticket in the portal
- Tracking your requests
- Ticket details and participants
Using the Help link in iLab
Selecting Help within iLab allows you to contact iLab Support and create a support request.
When you click the Help link, your default email client opens a new message addressed to ilab-support@agilent.com. Sending this email automatically creates a Support ticket.
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Figure 2. Clicking Help opens your default email client addressed to ilab-support@agilent.com.
Note: The Help button uses your default email application (such as Outlook or Gmail). If an email window does not open, you can manually send an email to ilab-support@agilent.com. Your request will still be logged as a Support ticket.
Creating your portal account
After submitting your first request by email, you will receive a confirmation email from iLab Support. This email includes a link to the JIRA Service Management (JSM) portal.
Use this link to create your portal account. Once your account is created, you can sign in to view, track, and update your support requests.
Access note: Only users at institutions with an active iLab software license can access the iLab Support Portal. Users at institutions that only use iLab core facilities (without an iLab license) will continue to receive Support through email only.
Figure 3. JSM login screen for accessing your iLab Support Portal.
Submitting a ticket in the portal
After signing in to the JSM portal, you can submit a new request directly from the portal interface.
Figure 4. Submit a request option on the JSM portal dashboard.
Figure 5. Ticket submission form where you enter request details and add attachments.
Select Submit a request and complete the ticket form with the appropriate details. Include a clear subject and a detailed description of your issue or question to help Support evaluate your request efficiently.
You can attach files, screenshots, or other relevant materials directly to the ticket during submission.
Tracking your requests
To view your ticket history, navigate to My Requests in the JSM portal.
Figure 6. My Requests view showing open and closed Support tickets.
From this view, you can:
- See open and closed tickets
- Filter requests by status, request type, or reporter
- Select a ticket to view detailed updates and responses
This view provides a centralized place to monitor the progress of all your support requests.
Ticket details and participants
Each support ticket includes an Activity section that displays communication between you and iLab Support, including comments and updates.
Figure 7. Ticket Activity and Participants sections showing comments and involved stakeholders.
The Participants section lists everyone involved in the ticket, such as Support agents and any additional stakeholders added to the request.
Participants may be added by you or by Support as needed to help resolve the issue.