Submit an Incident or Request

• To submit an incident or a request, or to view the status and details of a ticket, log into https://go.infinibytecloud.com, click the Apps menu, and click the SysAid Self-Service Portal icon.


• Your user name and password for SysAid is the same as your Citrix user name and password. Change the domain to USERS.


• Click Submit an Incident for technical problems or issues.


• Click Submit a Request for basic service requests (e.g. access request, software request)


• There are also built-in request forms for common requests (e.g. new SDC user, workstation build, workstation decommission)



• If you are unable to log into Citrix and/or SysAid, you can also submit an incident or request by emailing support@infinibytecloud.com. However, you will need to log into SysAid to view the status and details of your ticket.



• You can also submit an incident or a request by phone at (301) 628-3500.
Support Hours: Monday-Friday, 7:30AM-5:30PM, excluding DLH recognized holidays