Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
From now on, all request towards the Chronicle team should go via this portal
Chronicle Service Desk
Welcome! You can raise a request towards Chronicle development team using the options provided.
Common Requests
Request GMP instance upgrade
Request a Chronicle version upgrade to an existing GMP account.
Required fields are marked with an asterisk*
{"xsrfToken":"bdc970bd8832bb9e967d0b79d8e5d7a526a5cac3_lout","branding":{"id":"15","key":"csd","name":"Chronicle Service Desk","portalBaseUrl":"/servicedesk/customer/portal/15","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/15/5","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#006652","headerLinkHoverBGColor":"#006652","headerBadgeColor":"#006652"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/6a5c5483-2439-41d2-b06e-552ee1c50ab3/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5YTliNWYxMC1lYzMxLTRlNzgtOWEzOC0wOGJiMGRhODI1NDMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjZhNWM1NDgzLTI0MzktNDFkMi1iMDZlLTU1MmVlMWM1MGFiMyI6WyJyZWFkIl19LCJleHAiOjE3NjU4NDQxOTksIm5iZiI6MTc2NTg0MzU5OX0.S9sjbWhYjVq5NFrglOIWCzP6IoYpwDdbmq-jUwZWEaA&client=9a9b5f10-ec31-4e78-9a38-08bb0da82543&mode=fit","logoId":"6a5c5483-2439-41d2-b06e-552ee1c50ab3","isLogoAvailable":true,"helpCenterTitle":"Welcome to Digital, Commercial & Service Help","sharedPortalName":"Cytiva Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to Digital, Commercial & Service Help","sharedPortalName":"Cytiva Help Center","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#00755f","helpCenterTitleColor":"#ffffff","useDefaultBanner":false,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"15","key":"csd","projectId":10180,"serviceDeskId":15,"name":"Chronicle Service Desk","description":"<p>Welcome! You can raise a request towards Chronicle development team using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/15","reqTypes":[{"id":"253","name":"General account support","descriptionHtml":"","callToAction":"General account support","introHtml":"<p>Having issues accessing your Chronicle account?</p>","icon":10647,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10647","groups":[63],"key":""},{"id":"280","name":"Report a system bug","descriptionHtml":"","callToAction":"Report a system bug","introHtml":"<p>Report Chronicle functionality issues.</p>","icon":10674,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10674","groups":[63],"key":""},{"id":"263","name":"Report a system outage","descriptionHtml":"","callToAction":"Report a system outage","introHtml":"<p>Report Emergency (High Priority) issues only.</p>","icon":10650,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10650","groups":[63],"key":""},{"id":"256","name":"Request Admin-Portal access","descriptionHtml":"","callToAction":"Request Admin-Portal access","introHtml":"<p>Request Admin-Portal access (internal, Cytiva ONLY).</p>","icon":10642,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10642","groups":[63],"key":""},{"id":"257","name":"Request GMP instance upgrade","descriptionHtml":"","callToAction":"Request GMP instance upgrade","introHtml":"<p>Request a Chronicle version upgrade to an existing GMP account.</p>","icon":10657,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10657","groups":[63],"key":""},{"id":"411","name":"Severity 1: Urgent/Down","descriptionHtml":"","callToAction":"Severity 1: Urgent/Down","introHtml":"<p>Chronicle service is not available, or is available but unable to materially perform in accordance with its specifications. No alternative workaround.</p>","icon":10679,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10679","groups":[97],"key":""},{"id":"407","name":"Severity 2: High/Critical","descriptionHtml":"","callToAction":"Severity 2: High/Critical","introHtml":"<p>Chronicle service is available, but a critical feature or the performance of the Chronicle service is significantly impaired. No alternative workaround exists.</p>","icon":10679,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10679","groups":[97],"key":""},{"id":"408","name":"Severity 3: Normal","descriptionHtml":"","callToAction":"Severity 3: Normal","introHtml":"<p>Chronicle service is available, but a non-critical feature of the Chronicle service is impaired. An alternative workaround is available to the customer.</p>","icon":10679,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10679","groups":[97],"key":""},{"id":"406","name":"Severity 4: Low","descriptionHtml":"","callToAction":"Severity 4: Low","introHtml":"<p>Chronicle service is available, non-critical features of the Chronicle service are not working. An alternative work-around is not required.</p>","icon":10679,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10679","groups":[97],"key":""},{"id":"261","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10656,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10656","groups":[],"key":""},{"id":"266","name":"Investigate a problem","descriptionHtml":"","callToAction":"Investigate a problem","introHtml":"<p>Create a problem to track the cause of one or more incidents.</p>","icon":10649,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10649","groups":[],"key":""},{"id":"264","name":"Report broken hardware","descriptionHtml":"","callToAction":"Report broken hardware","introHtml":"<p>Report hardware that might be faulty or broken e.g. a broken computer screen or a damaged server.</p>","icon":10641,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10641","groups":[],"key":""},{"id":"265","name":"Request a change","descriptionHtml":"","callToAction":"Request a change","introHtml":"<p>For example, upgrade a server (VPN) or an application (Jira).</p>","icon":10657,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10657","groups":[],"key":""},{"id":"260","name":"Request new hardware","descriptionHtml":"","callToAction":"Request new hardware","introHtml":"<p>For example, a new mouse or monitor.</p>","icon":10679,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10679","groups":[],"key":""},{"id":"259","name":"Request new software","descriptionHtml":"","callToAction":"Request new software","introHtml":"<p>If you need a software license, raise a request here.</p>","icon":10676,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10676","groups":[],"key":""},{"id":"255","name":"Set up VPN to the office","descriptionHtml":"","callToAction":"Set up VPN to the office","introHtml":"<p>Want to access work stuff from outside? Let us know.</p>","icon":10655,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10655","groups":[],"key":""}],"reqGroups":[{"id":63,"name":"Common Requests"},{"id":97,"name":"Chronicle SLA"}],"orderMapping":{"63":[280,256,253,263,257],"84":[263],"97":[411,407,408,406],"67":[263,264,265,257],"65":[257,253,255,256],"66":[259,263,265],"64":[259,260,264]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"c8960432-f555-3d72-a7e2-e1bcfbf5c05b","appLinkName":"System Confluence","appLinkUrl":"https://cytiva.atlassian.net/wiki","spaceKey":"CSD","spaceName":"Chronicle service desk","spaceUrl":"https://cytiva.atlassian.net/wiki/spaces/CSD","isServer":false},"labels":[],"projectKey":"CSD","serviceDeskId":15,"kbLinkDomainURLs":["https://cytiva.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":15,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CSD","userLanguageHeader":"Our portal is live!","userLanguageMessageWiki":"<p>From now on, all request towards the Chronicle team should go via this portal</p>","defaultLanguageHeader":"Our portal is live!","defaultLanguageMessage":"From now on, all request towards the Chronicle team should go via this portal","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5YTliNWYxMC1lYzMxLTRlNzgtOWEzOC0wOGJiMGRhODI1NDMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDE4MCI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NjU4NDQ3OTksIm5iZiI6MTc2NTg0MzU5OSwiYW5vbklkIjoiYW5vbi11c2VyIn0.GTN_mYm6GaFIw3uMci3GPIGUNbj8ytPpA3QjBfqjOrM","targetCollection":"upload-project-10180","endpointUrl":"https://api.media.atlassian.com","clientId":"9a9b5f10-ec31-4e78-9a38-08bb0da82543","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":257,"projectId":10180,"issueType":{"id":"10560","name":"[System] Service request"},"form":{"name":"Request GMP instance upgrade","descriptionHtml":"","callToAction":"Request GMP instance upgrade","intro":"<p>Request a Chronicle version upgrade to an existing GMP account.</p>","instructions":"","icon":10657,"iconUrl":"https://cytiva.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10657","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":"e.g. I would like to order a GMP instance for X customer","descriptionHtml":"<p>e.g. I would like to order a GMP instance for X customer</p>","required":true,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/15/create/257","requestValidateBaseUrl":"/servicedesk/customer/portal/15/validate/257","calendarParams":{"firstDay":0,"date":"2025-12-16T01:06:39+0100","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"c8960432-f555-3d72-a7e2-e1bcfbf5c05b","appLinkName":"System Confluence","appLinkUrl":"https://cytiva.atlassian.net/wiki","spaceKey":"CSD","spaceName":"Chronicle service desk","spaceUrl":"https://cytiva.atlassian.net/wiki/spaces/CSD","isServer":false},"labels":[],"projectKey":"CSD","serviceDeskId":15,"kbLinkDomainURLs":["https://cytiva.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":false,"siteKey":"","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5YTliNWYxMC1lYzMxLTRlNzgtOWEzOC0wOGJiMGRhODI1NDMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDE4MCI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NjU4NDQ3OTksIm5iZiI6MTc2NTg0MzU5OSwiYW5vbklkIjoiYW5vbi11c2VyIn0.GTN_mYm6GaFIw3uMci3GPIGUNbj8ytPpA3QjBfqjOrM","targetCollection":"upload-project-10180","endpointUrl":"https://api.media.atlassian.com","clientId":"9a9b5f10-ec31-4e78-9a38-08bb0da82543","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{"id":2,"updated":"2022-03-29T14:09:46.977104Z","publish":{"jira":{"newIssueRequestTypeIds":[257],"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[257],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":2,"name":"GMP instance update request","submit":{"lock":false,"pdf":false},"templateFormUuid":"d4a32e27-9e63-4f0e-80de-d95363d5ddad"},"layout":[{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":2},"content":[]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Instance details"}]},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","layout":"default","parameters":{"id":5},"localId":"a6b918be-0c9e-4854-973f-22c4a63763c4"}},{"type":"paragraph","content":[]}]},{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","layout":"default","parameters":{"id":7},"localId":"74b845a1-d315-4552-be3d-773a0e47d292"}}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","layout":"default","parameters":{"id":9},"localId":"85d9c8a5-ff91-4f7a-b893-be0947ad5cfc"}},{"type":"heading","attrs":{"level":2},"content":[]}]}],"conditions":{},"sections":{},"questions":{"5":{"type":"ts","label":"Chronicle version","description":"What version of Chronicle should be deployed? eg 3.10.0","validation":{"rq":true},"choices":[],"questionKey":""},"9":{"type":"pg","label":"Additional information","description":"Anything else we would need to know?","validation":{"rq":false},"choices":[],"questionKey":""},"7":{"type":"ts","label":"Domain","description":"What domain (www.\"domain\".chronicle.bio) should the customer have?","validation":{"rq":true},"choices":[],"questionKey":""}}},"uuid":"d4a32e27-9e63-4f0e-80de-d95363d5ddad"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":2,"updated":"2022-03-29T14:09:46.977104Z","publish":{"jira":{"newIssueRequestTypeIds":[257],"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[257],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":2,"name":"GMP instance update request","submit":{"lock":false,"pdf":false},"templateFormUuid":"d4a32e27-9e63-4f0e-80de-d95363d5ddad"},"layout":[{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":2},"content":[]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Instance details"}]},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","layout":"default","parameters":{"id":5},"localId":"a6b918be-0c9e-4854-973f-22c4a63763c4"}},{"type":"paragraph","content":[]}]},{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","layout":"default","parameters":{"id":7},"localId":"74b845a1-d315-4552-be3d-773a0e47d292"}}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","layout":"default","parameters":{"id":9},"localId":"85d9c8a5-ff91-4f7a-b893-be0947ad5cfc"}},{"type":"heading","attrs":{"level":2},"content":[]}]}],"conditions":{},"sections":{},"questions":{"5":{"type":"ts","label":"Chronicle version","description":"What version of Chronicle should be deployed? eg 3.10.0","validation":{"rq":true},"choices":[],"questionKey":""},"9":{"type":"pg","label":"Additional information","description":"Anything else we would need to know?","validation":{"rq":false},"choices":[],"questionKey":""},"7":{"type":"ts","label":"Domain","description":"What domain (www.\"domain\".chronicle.bio) should the customer have?","validation":{"rq":true},"choices":[],"questionKey":""}}},"uuid":"d4a32e27-9e63-4f0e-80de-d95363d5ddad"},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}