Published on: 3/28/2024
How to submit a support request
You can now submit an inquiry or support request by using the portal here. (Tip: Bookmark this page for easy access.)
On the support portal, you’ll need to provide:
- Your name
- Your email
- Summary of the problem or inquiry
- The acronym of the system you are using (Not related to a system? Use N/A, not applicable)
- A description of the problem or inquiry (Tip: Make sure to include any related record, POA&M, or CAAT numbers)
Optionally you can include:
- Your phone number
- Any screenshots or attachments
Do I need access to JIRA to submit a request?
You do not need access to JIRA.
I haven't received a confirmation that my ticket has been assigned, who do I reach out to?
At this time, we are unable to send out notifications. If you haven't heard from us within 2 business days, please email Kallah Hatcherian kallah.hatcherian@cms.hhs.gov and/or Juan Corral juan.corral@cms.hhs.gov. You can also post in the cfacts-community slack channel.
Can I still ask for support on the cfacts-community slack channel?
If you have a question for the larger community of users or just a quick question about CFACTS in general, you still use slack. We recommend submitting a ticket when asking for permissions, troubleshooting, or an inquiry.
Who do I contact if I need to expediate the request?
If you need your request handled quickly, please email Kallah Hatcherian kallah.hatcherian@cms.hhs.gov and cc Juan Corral juan.corral@cms.hhs.gov. Please include the ticket number or summary and reason for expediating. Additionally, you can also post your question on the #cfacts_community slack channel, other CFACTS users might know the solution and CFACTS team monitors the channel.
Who to contact
Post any questions or comments on the #cfacts-community channel in CMS Slack, or request support by using the CFACTS support portal.
