Both iLab and Penn State CORES provide help sites dedicated to supplying help documentation and tutorials for most functions within the system. The help sites are considered living documents that are continuously being updated, so check back often for new articles.
Support | Location |
---|---|
If you are having FUND issues | Submit a ticket to Penn State CORES iLab team |
Support Websites | Agilent’s iLab Help Site Penn State CORES iLab Website |
Submit Support Question or Ticket | Penn State CORES iLab team Clicking on the HELP link in the upper right corner within iLab Email Agilent iLab Support at ilab-support@agilent.com Phone Agilent iLab Support at 1-800-690-2957 |
CORES iLab Training Site | Penn State CORES iLab training site |
Help Sites
iLab Help Site
To access the iLab Help site:
1. Navigate to the support portal
A. Click the Help link in the upper right corner of the screen
B. Click the My tickets link in the drop down to be directed to the iLab Support Portal
2. Next, click Help Site to navigate to the iLab Help Site
3. Navigate using the left navigation tree or search the help for the information that you are looking for.
A. Enter your search term to search the help site for relevant articles.
B. Navigation Tree
1. Getting started with iLab
– Basic functions in iLab for all users
2. Using a core
– Help for Core Users
3. Managing a Group
– Help for PIs, Lab Managers, PIs’ Financial Managers, Core Billing
4. Managing a Core
– Help for Core Staff and Core Admins
iLab Status Page
The iLab System Status page provides information about system outages and major functionality bugs being reported. Notifications for planned downtime will also be post4ed to the system status page.
To access the iLab Help Site:
- Navigate to the iLab Support Portal
- Next, click System Status to navigate to the iLab Status Site.
iLab Webinars
iLab provides free webinars on a variety of topics such as billing, reports, general user training, and more! The webinars are a great resource for both those new to iLab as well as more seasoned users.
To access the webinars:
- Navigate to the iLab Support Portal
- Next, click iLab Webinar Series to navigate to the iLab webinar site.
Penn State CORES Help Site
Getting Support
When using iLab at Penn State, there are two ways to obtain support.
For all support while using iLab, using the Help link in the upper right corner of the screen when logged into iLab. The iLab support team triages all requests and helps route them to the appropriate members of their team or the Penn State CORES iLab support team. This is typically the quickest way to get help using the system.
A second method is to contact the Penn State CORES team by accessing the Penn State CORES iLab Help Site. If you have questions about Penn State funds in iLab, the quickest way to get help is to submit a ticket using the iLab Missing Fund form or the iLab Unrestricted Account Request form.
Agilent iLab Support
How do I submit a new Support Ticket with iLab?
When you submit a ticket to iLab Support, please provide as much detail as possible to help the iLab Support Team understand your question or the issue you are experiencing. Once you are logged into iLab:
1. Navigate to the iLab Support Portal.
A. Click the Help link in the upper right corner of the screen
B. Click the My tickets link to be directed to the iLab Support Portal.
2. Next, click Submit a Ticket to submit a new support ticket.
3. Complete the required information in the ticket.
A. Enter a title for the subject of the ticket (Ex. Unable to make equipment reservation)
B. Enter a detailed description of the issue that you are experiencing or the question that you have. Please include as much detail as possible, including
1. Include that you are part of Penn State
2. The name and link to the core
3. Pertinent Information:
– Equipment name, date of reservation, etc.
– Service name
– Service request ID
– Invoice Number
– Invoice Number
5. Etc.
Using the video camera button, you can record a video where you can explain the problem you are experiencing or question that you have.
Using the record button, you can record a screencast of using the system to show where you are experiencing the issue.
C. If there are any files that you wish to include as part of the ticket (ex. Screenshots), please upload them by dragging the files to this area, or by clicking to bring up the file browser.
D. Click the Submit button to submit your ticket to the iLab Support Team.
How do I find and access existing iLab Support Tickets
To access your existing support tickets in iLab:
1. Navigate to the iLab Support Portal
2. Click Review Tickets
3. Filter the view of your tickets by selecting one of the options at the top of the screen. Click on the ticket information to open the ticket and view the details.
iLab Support Alternatives
If you are unable to submit a request using the iLab Support Portal, requests for support can be communicated to iLab through email or phone. If you can log into iLab and access the iLab Support Portal, you can additionally use the iLab Support Chat. When contacting support, a team member will either help you directly or route you to the appropriate technical support specialist.
iLab Support: Phone Numbers
- (617) 297-2805
- Toll Free: 1-800-690-2957
iLab Support: Email Address
iLab Support: Chat
From the iLab Support Portal, you can click on the chat icon located at the bottom right corner.
Penn State CORES iLab Support
While the Agilent iLab support team is the best resource for iLab use questions, the CORES iLab Support team can provide effective support when experiencing issues with funding sources appearing in your lab.
NOTE: If you are experiencing an issue with equipment in research facilities, questions about the equipment at a research facility, or questions about services offered, please contact the core staff directly. The iLab CORES Support team are not able to help with these types of requests.
How do I submit a new Support Ticket with the Penn State CORES iLab Team?
When you submit a ticket to CORES iLab Support, please provide as much detail as possible to help the CORES iLab Support Team understand your question or the issue you are experiencing.
1. Navigate to the Submit a Help Request page on the CORES site.
2. Select the ticket type that most closely addresses the question that you have. Select the iLab General Help Request if no ticket types match your question.
3. Complete the form associated with the request and click the Submit
Penn State CORES Support Alternatives
Alternatively, you may submit a ticket through the following methods. It is preferred that a ticket be submitted through the help site.
CORES iLab Support: Email Address
- cores@psu.edu