Sometimes you might need help with a particular feature, or you may have a question about university policy and Opus. Usually the fastest way to find this information is to check the articles in the Solutions Area on the Opus Support Site (you’re reading one of those articles now), but sometimes you’ll need to reach out to the Opus team directly — for this we recommend two options: create a support ticket or attend an Office Hours session.
This article tells you how to contact Opus for help, and assumes you’re already logged into Opus and your permissions allow you to access the relevant features. For info about interface elements or a particular Opus page, check out the other articles on this support site — some of these articles are linked near the bottom of this page.
Method 1: Create a Support Ticket
Opus users may create help tickets through the UCLA Opus Support Site.
1. Go to the Help Page
This link is on every page on the Opus website, in the blue menu bar at the top.
The Cases page with the Opus Top Menu, including the Help Page link. Click this image to view a larger version.
2. Click the New Support Ticket Link
Clicking the "Help" link in the above step will open the Opus Support Site home page (shown below). This is where you can find articles about Opus and Interfolio, forums with announcements, and an interface for opening help tickets. Near the top, to the right of the search area, click the "New support ticket" link:
The UCLA Opus Support Site home page. Click this image to view a larger version.
3. Fill Out the Submit a Ticket Form
The form is self-explanatory. Fill in the three input fields, then fill out the CAPCHA image verification, then click the “Submit” button. Note, the email you enter here should be your official email, as the Opus team uses the support site to manage many of its communications.
The Opus Submit a Ticket form. Click this image to view a larger version.
When your ticket has been successfully submitted, you’ll be taken back to the Opus Support Site home page, where you’ll see a confirmation message:
The UCLA Opus Support Site home page, with the ticket creation confirmation message. Click this image to view a larger version.
4. Wait for a Response
The Opus support team will respond to your ticket as soon as possible, so keep an eye on the inbox for the email address you used to submit your ticket.
5. Alternative Shortcut: Create a Ticket via Simple Email
The Opus team wants to make it as easy as possible for our users to create support tickets, but we also want to make sure they’re aware that they should first check the resources already available on the Support Site, and try to answer their question without creating a ticket. For this reason, we’re putting this “shortcut” info last:
If you want to create a ticket without using the Support Site, simply send an email (using your official email account) to opushelp@ucla.edu. This will automatically create a ticket and you can skip Steps 1-3 above (but you’ll still have to do Step 4 ☆)
Method 2: Attend Office Hours
We regularly host office hours sessions, where users may get face-to-face help. Staff from Opus and the Academic Affairs and Personnel Office attend these meetings to answer users' questions regarding Opus, AAPO, and Interfolio.
1. Check the Time of the Next Session
Navigate to the Opus homepage and click the "Workshops and Events" link:
The Opus Login Page, including the Workshops and Events link. Click this image to view a larger version.
Clicking the link shown above opens the Workshops and Events article on the Opus Support Site. This article lists the next Office Hours session in the "Upcoming Events" section:
The Workshops and Events Page on the UCLA Opus Support Site. Click this image to view a larger version.
Alternatively, you may follow Step 1 in the Method 1: Create a Support Ticket section above (i.e. click the "Help" link at the top of any Opus page) to open the home page for the Opus Support Site, which has a link to the Workshops and Events article:
The Workshops and Events Page on the UCLA Opus Support Site. Click this image to view a larger version.
2. Register for Office Hours
On the Workshops and Events page, click the link to the document that Opus uses to organize and track users who attend these sessions (most likely a spreadsheet). Then follow the instructions on the organizational document to register for the Office Hours event.
3. Attend the Office Hours
Be sure to bring any materials you may require to ask questions about/make progress on your case.