ACES Helpdesk Ticketing system

About:

The ACES program uses a Help Desk ticketing system in order to track all Problems, issues, and other system events that occurs to users with the ACES System on the SIPRNet. The helpdesk system is located at the Northrop Grumman DMZ so users could access this system from the NIPRNet or any system connected to the Internet.

IF you have any issues you could contact the ACES program at:

Emergency 24/7 telephone Number: 571-220-0862

Non Emergency email:

Create a ticket at:

Contents

Creating a Ticket

New ACES Account

Creating a Ticket

  1. To create a ticket enter the information that is requested on the Helpdesk ticketing system.
  2. Name: Enter your name as the person who is entering the information into the form
  3. Node: Enter the Node that you are assigned to. If you do not have a Node, or if it is not in the list then you may select “Unknown/Unavailable”
  4. Ticket Initiated Via: If you went directly to the web to submit the ticket, then choose “Web Submission”. If you initially called, or sent an email and were directed to the web form, please select the appropriate item
  5. Email: Enter your unclassified email address if you want to receive email updates regarding your ticket (HIGHLY RECOMMENDED).
  6. Phone Number: Enter your phone number if you think you might need a follow up call. This is NOT a required field
  7. Problem Category: Select from the drop down menu
  8. Priority: Select from the drop down menu.
  • Problem: Enter a description of the problem here
  • Attachments: You can upload up to three attachments related to the help desk ticket. Click Browse, select the file and click OK.
  • Click on Submit
  1. You will see a confirmation and receive an email with the same information if you included your email address. If you did not then please note the ticket number and access key as you will need it to access your ticket online.

  1. If you need to make additions or changes to the request, follow the link and enter it into the form. Click Update when you are done

You can check on the website for updates to your ticket to see what status it’s in. If you have included your email, you will be sent notifications when there are updates in the notes or the status of the tickets.

Requesting New ACES Account

  1. In order to receive a new ACES account we will first need to verify your Clearance information with DTRA.

To Send your Top Secret or Secret Collateral Visit Authorization Request on to DTRA Visitor Control:

JPAS SMO: GQDD614
Fax (UNCLAS): 703-767-7857
Confirmation Number: 703-767-0365 or 7954

  1. We will also need your UPN information from your SIPRNet PKI token. This UPN is then used to associate your ACES account with your token.

To extract your UPN information

  • Open IE
  • Select “Tools” from the top (if your toolbar is hidden, press the “alt” key)
  • Select “Internet Options” from the menu
  • Select the “Content” tab
  • Select the “Certificates” button
  • Highlight each of your certificates until you have selected the one whose description for “Certificate intended purposes” is “Smart Card Logon, Client Authentication”

  • Double click that certificate to open it
  • Select the “Details” tab
  • Select the Show: “ Extensions Only” drop down, then highlight the “Subject Alternative Name”
  • In the bottom, you will see an RFC822 Name and an “Other Name: Principal Name”

Example string that we need: