NO PHI ACCEPTED. THIS IS NOT A PHI COMPATIBLE PLATFORM. Please ensure no PHI is visible in your tickets, screenshots or the recordings.
AUGMET Support Portal
Welcome! You can raise a request for AUGMET Customer Support using the options provided. Please read the sections carefully and choose appropriate options
Augmet
Technical support
Need help in unarchiving samples, installing, configuring, or troubleshooting? Select this to request assistance.
Required fields are marked with an asterisk*
{"xsrfToken":"79c48526dcecd76f258aa095ba390041270eec80_lout","branding":{"id":"1","key":"acs","name":"AUGMET Support Portal","portalBaseUrl":"/servicedesk/customer/portal/1","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/1/1","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#524cd4","headerLinkHoverBGColor":"#524cd4","headerBadgeColor":"#524cd4"}},"helpCenterBranding":{"logoId":"","isLogoAvailable":false,"helpCenterTitle":"AUGMET Help Centre","sharedPortalName":"AUGMET HELP CENTRE","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"AUGMET Help Centre","sharedPortalName":"AUGMET HELP CENTRE","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#403588","helpCenterTitleColor":"#6666ff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/d00f09d7-c317-4bb8-9d16-9d9eece9ce76/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyZmMxMzg4MS1mNDEzLTRhMGItYmJjNi0yNDA2YWIxZDBmOTMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmQwMGYwOWQ3LWMzMTctNGJiOC05ZDE2LTlkOWVlY2U5Y2U3NiI6WyJyZWFkIl19LCJleHAiOjE3NTE0MTI1MDQsIm5iZiI6MTc1MTQxMTkwNH0.ckpC9NY-7fsvNuql6zFRLhHEJbSfCKfNEoQ0s1nWHqs&client=2fc13881-f413-4a0b-bbc6-2406ab1d0f93&height=300&mode=fit","bannerMediaApiFileId":"d00f09d7-c317-4bb8-9d16-9d9eece9ce76","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"1","key":"acs","projectId":10003,"serviceDeskId":1,"name":"AUGMET Support Portal","description":"<p>Welcome! You can raise a request for AUGMET Customer Support using the options provided. <br> Please read the sections carefully and choose appropriate options</p>","portalBaseUrl":"/servicedesk/customer/portal/1","reqTypes":[{"id":"405","name":"Augmet Training and On-boarding","descriptionHtml":"","callToAction":"Augmet Training and On-boarding","introHtml":"<p>Request to onboard new clients to the Augmet by providing them necessary training</p>","icon":10517,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10517","groups":[185],"key":""},{"id":"6","name":"Bug","descriptionHtml":"","callToAction":"Bug","introHtml":"<p>Tell us the problems you're experiencing. It could be incorrect data mapping, wrong interpretation of data, algorithmic/pipeline level issues.</p>","icon":10545,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10545","groups":[14],"key":""},{"id":"339","name":"Genome One Bug","descriptionHtml":"","callToAction":"Genome One Bug","introHtml":"","icon":10475,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10475","groups":[14],"key":""},{"id":"372","name":"Suggest a Genome One Feature","descriptionHtml":"","callToAction":"Suggest a Genome One Feature","introHtml":"","icon":10498,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10498","groups":[14],"key":""},{"id":"7","name":"Suggest a new feature","descriptionHtml":"","callToAction":"Suggest a new feature","introHtml":"<p>Let us know your idea for a new feature.</p>","icon":10535,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10535","groups":[14],"key":""},{"id":"8","name":"Suggest improvement","descriptionHtml":"","callToAction":"Suggest improvement","introHtml":"<p>See a place where we can do better? We're all ears.</p>","icon":10539,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10539","groups":[14],"key":""},{"id":"1","name":"Technical support","descriptionHtml":"","callToAction":"Technical support","introHtml":"<p>Need help in unarchiving samples, installing, configuring, or troubleshooting? Select this to request assistance.</p>","icon":10520,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10520","groups":[14],"key":""},{"id":"74","name":"Tool Integration","descriptionHtml":"","callToAction":"Tool Integration","introHtml":"<p>This request type is for tools that need to be integrated with AUGMET. To support your request please attach the necessary document and we shall do the needful</p>","icon":10511,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[14],"key":""},{"id":"17","name":"Critical issues","descriptionHtml":"","callToAction":"Critical issues","introHtml":"<p>Augmet Down issues<br> Include issues pertaining to missing data, unable to download files, sudden temporary issues, login/ access issues, functionalities which were working earlier and have suddenly stopped.</p>","icon":10489,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10489","groups":[],"key":""},{"id":"5","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"2","name":"Licensing and billing questions","descriptionHtml":"","callToAction":"Licensing and billing questions","introHtml":"<p>Choose this if you have questions about licensing or billing.</p>","icon":10536,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10536","groups":[],"key":""},{"id":"4","name":"Other questions","descriptionHtml":"","callToAction":"Other questions","introHtml":"<p>Don't see what you're looking for? Select this option and we'll help you out.</p>","icon":10549,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[],"key":""},{"id":"3","name":"Product trial questions","descriptionHtml":"","callToAction":"Product trial questions","introHtml":"<p>Trying out our product and want more information? Select this and we'll be happy to answer your questions.</p>","icon":10541,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","groups":[],"key":""},{"id":"18","name":"Quick fix (Small/Recurrent Issues)","descriptionHtml":"","callToAction":"Quick fix (Small/Recurrent Issues)","introHtml":"<p>Minor issues can be trapped here.</p>","icon":10508,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[],"key":""}],"reqGroups":[{"id":14,"name":"Augmet"},{"id":185,"name":"Client Management"}],"orderMapping":{"185":[405],"14":[74,6,339,1,7,372,8],"1":[4]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"d117ff62-8e8e-3f56-82aa-a9a29dee45f1","appLinkName":"System Confluence","appLinkUrl":"https://basesolveinformatics.atlassian.net/wiki","spaceKey":"ACS","spaceName":"AUGMET Customer Support","spaceUrl":"https://basesolveinformatics.atlassian.net/wiki/spaces/ACS","isServer":false},"labels":[],"projectKey":"ACS","serviceDeskId":1,"kbLinkDomainURLs":["https://augmet.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":1,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"ACS","userLanguageHeader":"Welcome to AUGMET Support Portal","userLanguageMessageWiki":"<p>NO PHI ACCEPTED. THIS IS NOT A PHI COMPATIBLE PLATFORM. <br> Please ensure no PHI is visible in your tickets, screenshots or the recordings.</p>","defaultLanguageHeader":"Welcome to AUGMET Support Portal","defaultLanguageMessage":"NO PHI ACCEPTED. THIS IS NOT A PHI COMPATIBLE PLATFORM. \nPlease ensure no PHI is visible in your tickets, screenshots or the recordings.","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyZmMxMzg4MS1mNDEzLTRhMGItYmJjNi0yNDA2YWIxZDBmOTMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDAzIjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTE0MTMxMDQsIm5iZiI6MTc1MTQxMTkwNH0.I7LKzlX6BWvaKo5SGjGz96CSXtY0Sw4EZ9TGWuCxm3s","targetCollection":"upload-project-10003","endpointUrl":"https://api.media.atlassian.com","clientId":"2fc13881-f413-4a0b-bbc6-2406ab1d0f93","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":1,"projectId":10003,"issueType":{"id":"10014","name":"Support"},"form":{"name":"Technical support","descriptionHtml":"","callToAction":"Technical support","intro":"<p>Need help in unarchiving samples, installing, configuring, or troubleshooting? Select this to request assistance.</p>","instructions":"","icon":10520,"iconUrl":"https://augmet.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10520","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"multiselect","jiraFieldType":"versions","fieldId":"versions","fieldConfigId":"","label":"Affects versions","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[]},{"fieldType":"select","jiraFieldType":"priority","fieldId":"priority","fieldConfigId":"","label":"Priority","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"1","label":"Highest","selected":false,"children":[]},{"value":"2","label":"High","selected":false,"children":[]},{"value":"3","label":"Medium","selected":true,"children":[]},{"value":"4","label":"Low","selected":false,"children":[]},{"value":"5","label":"Lowest","selected":false,"children":[]}],"noneOptionRequired":false},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"multiselect","jiraFieldType":"components","fieldId":"components","fieldConfigId":"","label":"Components","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"10076","label":"AUGMET-UPLOADER","selected":false,"children":[]},{"value":"10036","label":"Augmet - CLI","selected":false,"children":[]},{"value":"10035","label":"Augmet - Web","selected":false,"children":[]},{"value":"10588","label":"Genome One ","selected":false,"children":[]},{"value":"10030","label":"Jira","selected":false,"children":[]},{"value":"10031","label":"Public website","selected":false,"children":[]}]}],"userOrganisations":[],"canBrowseUsers":true,"requestCreateBaseUrl":"/servicedesk/customer/portal/1/create/1","requestValidateBaseUrl":"/servicedesk/customer/portal/1/validate/1","calendarParams":{"firstDay":0,"date":"2025-07-01T23:18:24+0000","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"d117ff62-8e8e-3f56-82aa-a9a29dee45f1","appLinkName":"System Confluence","appLinkUrl":"https://basesolveinformatics.atlassian.net/wiki","spaceKey":"ACS","spaceName":"AUGMET Customer Support","spaceUrl":"https://basesolveinformatics.atlassian.net/wiki/spaces/ACS","isServer":false},"labels":[],"projectKey":"ACS","serviceDeskId":1,"kbLinkDomainURLs":["https://augmet.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyZmMxMzg4MS1mNDEzLTRhMGItYmJjNi0yNDA2YWIxZDBmOTMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDAzIjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTE0MTMxMDQsIm5iZiI6MTc1MTQxMTkwNH0.I7LKzlX6BWvaKo5SGjGz96CSXtY0Sw4EZ9TGWuCxm3s","targetCollection":"upload-project-10003","endpointUrl":"https://api.media.atlassian.com","clientId":"2fc13881-f413-4a0b-bbc6-2406ab1d0f93","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}