Support Category: Government Shutdown


Specialist Notes:


There is currently a government shutdown in place that began at 12:01 AM EDT on October 1st, 2025. Previously, we would inform users that we were unable to assist them at this time and to reach back out at a later date.


The DOC CLC Administrators have recently informed us that we can still assist users, but their access may be limited.


When assisting DOC users, please assist them to the best of your ability using our standard operating procedures and KB articles. If there is an issue due to the government shutdown or limited access due to the government shutdown, please gather as much information as possible and create a ticket.


Bureau Specific Exceptions


NOAA/NOAA-OMAO/NOAA Seafood

We will support users by following the Standard Knowledge Base procedures. If an issue requires escalation to the administrator, we have prepared the following response:


Due to the nature of your request, this ticket requires higher-level system administrator support. Unfortunately, due to the government shutdown, our system administrator for NOAA is unable to assist. We will ensure that they receive the ticket and provide support as soon as the government shutdown ends.  Thank you for your understanding.


Then perform the following actions:


1. Send the Standard Response to the user.

2. Escalate the ticket to the NOAA Admin.

3. Set ticket to “Government Shutdown.

Although a response from the NOAA Administrator is unlikely, we will add the request to the queue as a precaution.


ITA


We will support users by following the Standard Knowledge Base procedures. If an issue requires escalation to the administrator, we have prepared the following response:


Due to the nature of your request, this ticket requires higher level system administrator support. Unfortunately, due to the government shutdown our system administrator for ITA is unable to assist. 

We will ensure that they receive the ticket and provide support as soon as the government shutdown ends.  Thank you for your understanding.


Then perform the following actions:


1. Send the Standard response to the user.

2. DO NOT escalate the ticket.

3. Set ticket to “Government Shutdown”.


Once the government shutdown concludes, we will follow up with the user to determine if assistance is still needed before escalating the issue to the administrator.


Standard Response: