REDCap Support Help

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REDCap support for all REDCap installations is being run through the ServiceNow platform.

We've setup a number of different support forms in ServiceNow:

REDCap General Question
This form should be used for any request or question that isn't covered by one of the other forms.

REDCap Account Suspension/Unsuspension
If you need to get your account unsuspended (or if you need to suspend an account), use this form.

REDCap Project Build Request
If you are interested in contracting the REDCap support team to build a project for you, 
fill out this form to start our intake process. 
We provide project build estimates for free. However, the actual project build itself costs money.

REDCap External Module Request
If you have a request regarding a REDCap External Module in your project, please use this form.

Additionally, ServiceNow has a Self Service Portal that you can reference for help.
Besides the support forms listed above, we've also create a number of help articles regarding REDCap.

You can search for the term "REDCap" to find those or click here:

REDCap Knowledgebase articles

For more information, check out the FAQ below, check our knowledgebase articles or submit a REDCap General Question through ServiceNow.

Why are we switching REDCap support to ServiceNow?

We are transitioning to ServiceNow to provide a more robust, user-friendly, and scalable ticketing system.

Due to the recent mergers, there are many different ways to contact REDCap support. This switch allows us to consolidate those channels into one. This will allow use to track requests better and ensure nobody falls through the cracks.

Additionally, tracking all our support request will allow us to keep REDCap Support free for our users.
Note: REDCap project builds are not part of the free support.

When will the switch to ServiceNow happen?

The switch to ServiceNow is scheduled for Thursday, November 21st, 2024.

How will I request access for external users?

You can still request external user accounts through this link:

REDCap External User Access Request

In the future, this process will also be moved to ServiceNow.

How will this change affect existing tickets in liftcap?

We will still process any existing tickets in Liftcap. However, you won't be able to create any new liftcap requests.

I'm an external user and I can't access ServiceNow. How do I get help?

If you are an external REDCap user (meaning you don't have an Advocate, Atrium Health, or Wake Forest login), you have two options to get a hold of the REDCap support team:

Call the helpdesk (704-446-6161) and ask for them to create a "REDCap general question" ticket
Email the REDCap support team a ctsiredcap@wakehealth.edu

Note: if you are an internal user and still email us at the support email, we will ask you to create a ticket in ServiceNow first.

I want to start up a new project in the CCC REDCap. How do I proceed?

The REDCap support team supports the CCC instance in collaboration with CCC specific administrators.

For generic help requests (e.g. password resets), please use the ServiceNow option.

For study startup help, please follow the instructions found here:

Oncology Research Portal (O.R.P.)

How can I track the progress of my ticket?

In ServiceNow, you can easily track the status of your tickets by logging into the platform and navigating to **My Tickets** or **My Incidents**.
Each ticket will show its current status (e.g., Open, In Progress, Resolved, Closed), along with updates from support staff. You can also receive email notifications when there are status changes or comments on your ticket.

What is the self-service portal in ServiceNow?

The self-service portal in ServiceNow allows you to:

- Submit new tickets or service requests.
- Check the status of existing tickets.
- Access knowledge base articles for troubleshooting and solutions.

The self-service portal is designed to be intuitive and easy to use, empowering you to resolve issues quickly without always needing to contact support.

What should I do if I forget my password or have trouble logging in?

ServiceNow uses the same enterprise login you would use for other things like email.
If you can't login to ServiceNow and you are part of the organization, please call the helpdesk (704-446-6161).

External users won't have access to ServiceNow at this point in time.

How much does a project build cost?

Each project build is different. We provide you with a free estimate for whatever build you are interested in.

Our hourly rates and invoice practices can be found here:

2025 CTSI Hourly Service and Clinical Research Unit (CRU) Pricing Models

Will ServiceNow improve response times?

Yes, ServiceNow's automation features, streamlined workflows, and improved tracking capabilities will enable our support team to respond faster and resolve issues more efficiently.

In many cases, you may also find solutions to common issues through the self-service portal or Knowledge Base, which can save you time.

I prefer to just email or teams my favorite REDCap administrator. Why do I need to go through ServiceNow?

Requesting help through ServiceNow will get you support in the most consistent way.

Individual administrators might be sick, out of town, or simply too swamped with other work to respond to you in a timely manor.

We will always have at least one dedicated support person monitoring the REDCap ticket queue every business day.

What's the average turn-around time for a request through ServiceNow?

We have a turn-around time of one business day for any given request.

That is not a guarantee that we can fulfill your request or solve your issue in that time frame. However we will reply to you in one business day.

Filling out the appropriate support form (see above) will also speed up this process. These forms are designed to give us the relevant information for that particular support type.

I have a question about one of your support forms? Where do I go?

We are writing help articles for all our support forms.

They can be found in the knowledgebase:

REDCap Knowledgebase articles

Which REDCap installation does the REDCap support team manage?

The REDCap support team currently administers these REDCap installations:

Wake Forest University School of Medicine - External
Wake Forest Comprehensive Cancer Center
Atrium Health
Advocate Health
Wake Forest University School of Medicine - Internal
Wake Forest University School of Medicine - Cloud (Coming Soon)

If you have a question about a different REDCap installation, talk to your local REDCap administrative team.

Why do I need to provide my phone number and location to submit a question?

In order for ServiceNow to function properly, there are a number of required fields for a request.

Typically, ServiceNow will prefill these for you based on your user account.

However, if that's not the case, you will need to provide a value for the fields before ServiceNow lets you submit the form.

In regards to REDCap requests, phone numbers and location is not important. The REDCap team typically handles support requests via email or via a teams call.

What's the fastest way to find the right information in ServiceNow in regards to REDCap?

The fastest way to find information on REDCap is by using the search feature in ServiceNow. Simply search for "REDCap" and you will be shown all the relevant catalog items and knowledgebase articles.

If you are browsing the service catalog in ServiceNow, all REDCap catalog items are found in "Academic Applications" subsection under "Software and Business Applications".

Why can't I shoot in a Universal Request in ServiceNow and assign it to the REDCap team?

We ask everyone to fill out one of the catalog items we setup in ServiceNow.

If you are not sure about which catalog item to use, choose the REDCap General Question catalog item.

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