Customer Support Resources for Users

IPPS-A users may require additional time and assistance to learn how to fully utilize IPPS-A. The transition from antiquated, legacy human resources (HR) systems to IPPS-A is a complicated process. Therefore, IPPS-A has built robust customer support resources to assist every user with the transition to the Army’s new human resources and talent management system. For quick tips for accessing IPPS-A, please visit the Contact page. For more info on the Help and Action menus within the system, click here.

Customer Support Resources Factsheet

Resource Posters

Drive the Change Teams Channel 

Join the Drive the Change Teams Channel for weekly Over the Shoulder Support (OTSS), reinforcement training, and new release discussions.

OTSS: Subject Matter Experts are available to answer questions on Mondays, Wednesdays, and every other Friday (9 a.m. to 11 a.m. ET).

Reinforcement Training: Based on trending topics, will take place Wednesdays (9 a.m. - 11 a.m. ET and 6 p.m. - 8 p.m. ET).  Attendees will enroll at the beginning of each session and complete a survey ELM at the end. For topics, visit Webinars page.

New Releases: Every other Friday, the Team will discuss what changes have been implemented into the system during each release, as well as show screenshots and resources to assist users with the updates. These recordings are available on the Teams channel Recordings folder, S1Net, or the Drive the Change page. 

If you have any questions or want to participate, please reach out on the Drive the Change Teams Channel.

User Manual, Self-Service Guide, CRM Manual and More!

Step-by-step guidance to submit human resource requests and update records.

1. Login to IPPS-A at Self-Service User (https://my.ippsa.army.mil) and Elevated User (https://hr.ippsa.army.mil/).

2. Click actions menu in upper right corner and select “Help.”

3. Uncheck "Applicable" at left sidebar.

4. Resource links are listed; find and click the appropriate resources.

IPPS-A Help Center: Within the system and mobile app

Submit a ticket for support through the Customer Relationship Management (CRM) software: Automates, tracks and electronically manages user inquiries and submitted help tickets if they experience any issues.   Search the Frequently Asked Questions (FAQ) Database: Detailed answers/troubleshooting tactics to questions and problems listed by topic.

1. Login to IPPS-A at Self-Service User (https://my.ippsa.army.mil) and Elevated User (https://hr.ippsa.army.mil/). 2. Click the “Help Center” tile. 2a. For FAQs, do a keyword search in the top search field. 2b. To create a help ticket or CRM case, click on “Create a Case.”

IPPS-A Help Desk: Via phone and email

For technical assistance accessing the system online, review access tips at https://ipps-a.army.mil/contact/ or contact the Help Desk.

Additional Resources

Replays - Demo Videos		S1Net		Facebook Group
		Webinars, job aids, documentation and resources

As of April 2024, subject to change.