Support is available for using this website and the secure Clinical Trials Information System (CTIS) that underpins it. This includes tips, guidance and Q&As, useful links as well as contact information for workspace users of CTIS and contact information for general questions.

For information on using this website’s search function and the information it contains:

Guidance and training for CTIS workspace users

Guidance and questions and answers for clinical trial sponsors and regulators on using the secure CTIS workspaces:


The European Medicines Agency (EMA) provides training and reference material including questions and answers on how to use the secure workspaces in CTIS for:

  • clinical trial sponsors and other organisations involved in running clinical trials
  • regulatory authorities, such as national competent authorities and ethics committees of EU Member States and European Economic Area countries and the European Commission.
A CTIS newsflash, providing key updates on the system and links to useful reference materials, is published on a weekly basis. All issues of the CTIS newsflash are available on the EMA website:

CTIS Newsflash | European Medicines Agency (

User support service

The European Medicines Agency’s (EMA) Service Desk provides a dedicated, online helpdesk for clinical trial sponsors and regulators requiring technical support with using CTIS.

Are you having trouble with using CTIS?

Check the system requirements and recommendations for optimal use of CTIS.

In order to log in, users should type in their EMA username followed by, for example, if your EMA username is “surname_a”, type in In case there are difficulties logging in, users can consult the EMA Account Management website or contact for support.

Updates regarding migration from JIRA to ServiceNow Following the migration of the User Support Service from JIRA to ServiceNow, all remaining tickets in JIRA will be closed. For issues with significant impact on users, new tickets will be opened by the CTIS team in ServiceNow and users will be provided with the corresponding ticket numbers and links.

As part of the CTIS improvement plan for 2024, to ensure a faster and better response to priority tickets, a limited number of ServiceNow tickets will be closed where they are considered to no longer impact users. If you are informed of a ticket being closed and you consider that the issue continues to have a significant impact on you, then please raise a new ticket in ServiceNow.

General questions and contact

For questions regarding the clinical trials search feature or functionalities of the secure workspaces for clinical trial sponsors and regulatory authorities, please contact the online User support service.

Support and training

Guidance and Q&As
Find questions and answers on how to use CTIS.
Training on using CTIS
If you cannot find an answer to your question, please consult our training and supporting materials on how to use CTIS.
Website outages and system releases
See when this website and CTIS will be unavailable due to maintenance and upgrades, as well as an overview of system releases.