This tickets should be raised when something that was working before is not working anymore in the ELN (a module, an experiment, etc).

How to raise a ELN incident:


In case of any ELN-related issue, please create support incident on the Service One portal.


  • 0, 1 & 2. Simply click on "Catalog", "Research & Innovation" and then "Electronic Lab Notebook (ELN)"


















  • 4. Click on "Report an IT issue"










Then fill in the ticket :

  • 5. If needed, you can change the field "Request for" at the top left. By doing so, both the user and requestor will be notified of the ticket progress. 
    No need to change that if your are the requestor !
    In the example, the ticket will be created for Samantha Armisen.





  • 6. Tick the boxe:





  • 7. Select "An Application Issue".


  • 8. Select the ELN from IDBS as application affected.


  • 9. Subject
    Indicate a short description of your issue with the name of the application impacted. 

Nice to have :  "ELN // XXX" with XXX being the topic of your ticket.


  • 10. Description 

Please note that to increase the answer time and relevance, your ticket should provide, if relevant:

 - a precise description of your issue, including links to the concerned resources 

 - one or several screen shots in step 12.

 - step-by-step to reproduce the issue


  • 11. Select an Urgency
    Select the right one depending on your ticket.


  • 12. Import attachments if needed (Screenshot of the ELN experiment you have an issue with for example)


  • 13. Submit request



Examples of ticket Description

1. Archive or move item (project, trainee's folder, experiments...)

Summary: ELN // Move Items

InformationDescription
Source Item(s)
Destination Folder


2. Create a new "high level entity" item (Cluster, PROJECTS_CLUSTER, Projects...) within the hierarchy

Indicate which type of item you would like to create + where do you want to create it within the hierarchy.

Add your Lab Manager and ELN Coodinator to validate this creation in the Hierarchy.


In case you do not know the exact name of the high level entity, you can indicate the link to a similar entity in the ticket.





3. To delete an experiment

Users and Key users cannot delete ELN experiment on their own. They need to create a Service one ticket.

In the Service one ticket description, please indicate the link of the ELN experiment to be deleted.

WARNING = deletion is a definitive action.

4. Unlock a locked entities

Indicate the link of the Experiment (or the Template) that is locked:












Example of "high level entity" item (not exhaustive)