Accessing ADG Support Follow

How to Access ADG Support for GTM applications

ADG provides support through a ticketing system which allows the user to report any issues or ask questions. The tickets are internally assigned to ADG staff providing application support. ADG also documents processes for each application and publishes Knowledge Articles for users to access online. Knowledge Articles are updated regularly when applications have a new feature or enhancement. Users can find the knowledge articles on the intranet or internet. Knowledge Articles reference specific actions in an application, but also house the user and admin manuals which can be downloaded.

How to Submit a Helpdesk Ticket

There is more than one way to submit a helpdesk ticket. You can send an email to ADG-Support@state.gov or open a ticket through your Okta Dashboard. When submitting a ticket to ADG for GTM applications such as GoMBC, RCA, OAS, and LeOPF it is important to enter the following information so we can research the issue reported. The name of the person requesting support, your email, your Mission/Post, a description of the issue which includes the full name of the user in the application, their Employee ID, the user’s email, the location of the employee and the name of the application.

Required Ticket Information

Requested by: Name of Person Submitting the Ticket

Application: GoMBC, OAS, RCA, LeOPF

Issue: Please type this in the ticket, you can add screenshots as well for clarification, but it is much easier (and less likely to for errors) for ADG Support to copy and paste the information from the ticket vs writing down information contained in a screenshot. Include details about the issue and the expected result or question.

Details: Employee name as it shows in the application exactly, Employee ID, Mission and Post where employee is located

ADG Support Email

Creating and submitting a ticket through ADG-Support@state.gov is as easy as creating an email from your desktop. When you draft the email, make sure you include all the necessary information. It might be helpful to include screenshots, but it is just as important to include all the needed information in the body of your email.

Submitting a Ticket via Okta Dashboard

1. Log into Okta Dashboard.

2. Click on the ADG Support tile.

3. Select the Request Support button.

4. Complete all the fields on the Request Support Form, your name will be automatically populated in the Requested by text box. Click Submit when finished.

ADG Knowledge Articles

ADG Knowledge Articles are maintained for each ADG supported application. You can access via the internet or intranet at https://adgsupport.state.gov or via the Okta Dashboard ADG Support tile.

1. From your Okta Dashboard click on the application you would like support.

2. You will then find links to support articles organized by categories. Click on a link you would like to explore.

3. When you open the link for each article, you will be able to view step by step instructions to complete this task. Many articles have videos embedded.

4. You can find all the published SOPs and manuals for a particular application on the Knowledge Article home page for that application.

Help box in the Application

Use the Help box in the application. You can find the Help button in the bottom right corner of the application.

1. Click the Help button.

2. Type a key word in the Help text box and click enter.

3. Click on one of the links generated by the search.

 System Updates

If you are an HR Admin, make sure you follow notifications sent from the Teams General channels and Google Space for USAID for updates to the applications!

All users can review recently published updates in the Release Notes found on the Knowledge Article page for a specific application. Click on the Release Notes link and review articles which detail the information published.

For additional help, please contact ISC at Post or ADG Support by selecting the ‘Submit a request’ button at the top of the page or by emailing adg-support@state.gov.
Visit the Global Application Portal (GAP) for the latest news and information on all the ADG's applications.