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Support, News & Updates, and Training

The information below outlines procedures for obtaining support from or suggesting improvements to the ReD team. You can also find the following information to assist you while conducting your research in ReD:

  • Our News and Updates page🆕, a source of info on recent updates to the ReD systems, and announcements or news items that will be of general interest to ReD users.

  • Our Known Issues page🪄, to keep you informed of as-yet unresolved problems that we are aware of or that have been brought to our attention.

  • Training, Outreach, and Education, recommended resources for coming up to speed on the foundational technologies for ReD services, Regulated Data practices, and software, libraries, and frameworks that we expect you to understand when working in ReD.

How to Request Help, Request New Features, or Relay Improvements

If you need assistance with the Regulated Data (ReD) Environment, there are two primary methods for obtaining support:

1. Submit a ServiceNow Ticket

To receive technical support or report an issue, submit a ServiceNow ticket by emailing regulated_data_environment@harvard.edu. Be sure to include the following details to help us address your problem or request efficiently:

  • Description of the Issue: Provide a clear and concise summary of the problem or feature-request.
  • Specific Details:
  • Affected files, datasets, or applications.
  • Operations performed leading up to the issue.
  • Dates and times when the problem occurred.
  • Whether the issue is persistent or intermittent.
  • The specific instance or Virtual Desktop Infrastructure (VDI) in use at the time of the issue.
  • A detailed narrative about the feature you are requesting, including how it will impact your research activity.
  • Any Relevant Error Messages: Attach screenshots or copy error messages, if applicable.

Follow-Up

If the issue or request cannot be resolved via email correspondence or within the ServiceNow ticket system, a member of the engineering team will reach out to schedule a one-on-one session to provide further assistance.

2. Attend Office Hours

For interactive troubleshooting, knowledge-building, or to provide feedback, users are encouraged to attend office hours.

  • When: Every Tuesday from 2p to 4p ET
  • Where: Held via Zoom

During office hours, you can:

  • Ask questions about ReD Environment functionality.
  • Receive real-time assistance for technical issues
  • Share feedback or request features to help improve services and resources.

Whether you choose to submit a ServiceNow ticket or attend office hours, our team is here to support you and ensure your success in the ReD Environment.

Updated: 3/30/2026