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, use the IPPS-A Help Tile Guide.

Customer Support Resources Factsheet

Help Resource Poster

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.

IPPS-A Private Facebook Group

IPPS-A is the U.S. Army's future online Human Resources solution to provide integrated capabilities across all Army Components.

The purpose of this group is to provide real time updates reference system fielding, encourage dialogue and discussion on the benefits of the system, and answer questions the field may have.

As we develop the group, please invite fellow Army Soldiers, Commanders, Leaders, and HR Professionals to the group so they may be informed on updates as well.

Additional Resources

Replays - Demo Videos		Do IPPS-A Yourself (D.I.Y.) Videos		A.C.C.E.S.S. Your Toolkit

Submit Feedback! 

WAYS TO SUBMIT FEEDBACK
Team IPPS-A wants to hear from you! Use these resources as an opportunity to submit feedback. 

1. Take our Stakeholder Survey.

2. Submit A CRM Enhancement Request. 
Login to the IPPS-A System and click the IPPS-A Help Center Tile. Next, click the Create a Case tile. Select the category Enhancement Request. The request type can be Enterprise Learning Management (ELM), Customer Relationship Management (CRM) or Human Capital Management (HCM). Choose the type and detail from the drop-down menus and submit it to the Team. 

3. Submit feedback for the IPPS-A User Manual. 
Download the IPPS-A User Manual Comment Tracker, and follow the steps in the “Comment Instructions” tab.

Your answers provide valuable insight and ensure IPPS-A's development stays on target and continues to serve our most important stakeholders, Soldiers. Feedback matters! Thank you for your participation.

As of April 2025, subject to change.