Sequentia Biotech Help Center
  1. Sequentia Biotech Help Center
  2. AIR Support

AIR Support

Welcome! You can raise a request for AIR Support using the options provided.

Fix an account problem

Having trouble accessing the website? We'll help you out.

Powered by Jira Service Management
{"xsrfToken":"88a69a32e6d62721380c2e6d22c4a8f2fb8b7d91_lout","branding":{"id":"14","key":"airsup","name":"AIR Support","portalBaseUrl":"/servicedesk/customer/portal/14"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/c3cf1ba9-1353-4d57-9b52-f0dd0d868170/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5ZjMyZWRhMi05MDA2LTRkZGYtODU4YS1iZjI2ZDI1ZTgwOWYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmMzY2YxYmE5LTEzNTMtNGQ1Ny05YjUyLWYwZGQwZDg2ODE3MCI6WyJyZWFkIl19LCJleHAiOjE3NTAzMTIzMjIsIm5iZiI6MTc1MDMxMTcyMn0.Ye9BbSUpBB6O3kiBohuGBMA-JxC89fobZko2pUrcUoY&client=9f32eda2-9006-4ddf-858a-bf26d25e809f&mode=fit","logoId":"c3cf1ba9-1353-4d57-9b52-f0dd0d868170","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Sequentia Biotech Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"it-IT":{"localeDisplayName":"Italian (Italy)"},"en-US":{"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Sequentia Biotech Help Center","localeDisplayName":"English (United States)"},"es-ES":{"helpCenterTitle":"Bienvenido al Centro de ayuda","sharedPortalName":"Centro de ayuda","localeDisplayName":"Spanish (Spain)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#008d69","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/72826b52-7733-464d-a2f7-09ea3c9b9706/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5ZjMyZWRhMi05MDA2LTRkZGYtODU4YS1iZjI2ZDI1ZTgwOWYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjcyODI2YjUyLTc3MzMtNDY0ZC1hMmY3LTA5ZWEzYzliOTcwNiI6WyJyZWFkIl19LCJleHAiOjE3NTAzMTIzMjIsIm5iZiI6MTc1MDMxMTcyMn0.wklsWUMX4t8htkJoMptP_pMOxVFpRq5S6IA9QmD2fuk&client=9f32eda2-9006-4ddf-858a-bf26d25e809f&height=300&mode=fit","bannerMediaApiFileId":"72826b52-7733-464d-a2f7-09ea3c9b9706","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"14","key":"airsup","projectId":10221,"serviceDeskId":14,"name":"AIR Support","description":"<p>Welcome! You can raise a request for AIR Support using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/14","reqTypes":[{"id":"186","name":"Ask for generic support","descriptionHtml":"","callToAction":"Ask for generic support","introHtml":"<p>Get assistance for general questions.</p>","icon":10549,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[43],"key":""},{"id":"187","name":"Fix an account problem","descriptionHtml":"","callToAction":"Fix an account problem","introHtml":"<p>Having trouble accessing the website? We'll help you out.</p>","icon":10518,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[43],"key":""},{"id":"188","name":"Report a system problem","descriptionHtml":"","callToAction":"Report a system problem","introHtml":"<p>Let us know if something isn't working properly and we'll aim to get it back up and running quickly.</p>","icon":10521,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10521","groups":[43],"key":""},{"id":"189","name":"Request a change or suggest your idea","descriptionHtml":"","callToAction":"Request a change or suggest your idea","introHtml":"<p>Ask for a change or new functionality</p>","icon":10498,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10498","groups":[43],"key":""},{"id":"190","name":"Bioinformatic Analysis problems","descriptionHtml":"","callToAction":"Bioinformatic Analysis problems","introHtml":"<p>Incidents created by AWS Batch system in order to update bioinformatics developers about pipelines errors</p>","icon":10528,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""},{"id":"191","name":"Create a post-incident review","descriptionHtml":"","callToAction":"Create a post-incident review","introHtml":"<p>Document and share learnings from an incident so that it doesn't happen again</p>","icon":10523,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10523","groups":[],"key":""},{"id":"192","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"193","name":"Get a guest wifi account","descriptionHtml":"","callToAction":"Get a guest wifi account","introHtml":"<p>Raise a request to ask for temp wifi access for guests.</p>","icon":10519,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10519","groups":[],"key":""},{"id":"194","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":10520,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10520","groups":[],"key":""},{"id":"195","name":"New mobile device","descriptionHtml":"","callToAction":"New mobile device","introHtml":"<p>Need a mobile phone or time for replacement? Let us know.</p>","icon":10534,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10534","groups":[],"key":""},{"id":"196","name":"Onboard new employees","descriptionHtml":"","callToAction":"Onboard new employees","introHtml":"<p>Request access for new employees.</p>","icon":10516,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10516","groups":[],"key":""},{"id":"197","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":10512,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10512","groups":[],"key":""},{"id":"198","name":"Request a new account","descriptionHtml":"","callToAction":"Request a new account","introHtml":"<p>Request a new account for a system.</p>","icon":10517,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10517","groups":[],"key":""},{"id":"199","name":"Request admin access","descriptionHtml":"","callToAction":"Request admin access","introHtml":"<p>For example, if you need to administer Jira.</p>","icon":10513,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10513","groups":[],"key":""},{"id":"200","name":"Request new hardware","descriptionHtml":"","callToAction":"Request new hardware","introHtml":"<p>For example, a new mouse or monitor.</p>","icon":10550,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[],"key":""},{"id":"201","name":"Request new software","descriptionHtml":"","callToAction":"Request new software","introHtml":"<p>If you need a software license, raise a request here.</p>","icon":10547,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10547","groups":[],"key":""},{"id":"202","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":10526,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10526","groups":[],"key":""}],"reqGroups":[{"id":43,"name":"MICK"}],"orderMapping":{"43":[186,187,188,189]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":14,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"AIRSUP","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":true,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5ZjMyZWRhMi05MDA2LTRkZGYtODU4YS1iZjI2ZDI1ZTgwOWYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMjIxIjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTAzMTI5MjIsIm5iZiI6MTc1MDMxMTcyMn0.fguPC4WtBRYnQbyQ3VGJs-0ZirVW3oMhFYu41f3eDWU","targetCollection":"upload-project-10221","endpointUrl":"https://api.media.atlassian.com","clientId":"9f32eda2-9006-4ddf-858a-bf26d25e809f","tokenDurationInMins":20}},"reqCreate":{"id":187,"projectId":10221,"issueType":{"id":"10007","name":"[System] Service request"},"form":{"name":"Fix an account problem","descriptionHtml":"","callToAction":"Fix an account problem","intro":"<p>Having trouble accessing the website? We'll help you out.</p>","instructions":"","icon":10518,"iconUrl":"https://sequentiabiotech.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","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":false,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/14/create/187","requestValidateBaseUrl":"/servicedesk/customer/portal/14/validate/187","calendarParams":{"firstDay":0,"date":"2025-06-19T05:42:03+0000","useISO8601WeekNumbers":true,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5ZjMyZWRhMi05MDA2LTRkZGYtODU4YS1iZjI2ZDI1ZTgwOWYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMjIxIjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTAzMTI5MjMsIm5iZiI6MTc1MDMxMTcyM30.eMKJDb8f1O9SWyBf-8Zs5rwwN1HKSOeFfYGzr41Mup4","targetCollection":"upload-project-10221","endpointUrl":"https://api.media.atlassian.com","clientId":"9f32eda2-9006-4ddf-858a-bf26d25e809f","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}
{"headless":false,"tourEnabled":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=sequentiabiotech","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"88a69a32e6d62721380c2e6d22c4a8f2fb8b7d91_lout","baseUrl":"https://sequentiabiotech.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://sequentiabiotech.atlassian.net","customerLoginEnabled":true,"maxAttachmentSize":"1073741824","gravatarEnabled":true,"onDemand":true,"disabledFeatures":[],"enabledDarkFeatures":[],"calendarDateData":{"months":["January","February","March","April","May","June","July","August","September","October","November","December"],"monthsShort":["Jan","Feb","Mar","Apr","May","Jun","Jul","Aug","Sep","Oct","Nov","Dec"],"weekdaysShort":["Sun","Mon","Tue","Wed","Thu","Fri","Sat"],"weekdays":["Sunday","Monday","Tuesday","Wednesday","Thursday","Friday","Saturday"]},"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"9f32eda2-9006-4ddf-858a-bf26d25e809f","optedInFeatures":{},"fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"cbdf79fd1f504f99b22638005e229018","siteDefaultLanguageTag":"en-US","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":false,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","anonymousEnabled":true,"requestIntroEnabled":true}