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Technical support: Difference between revisions
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= Ask support = <!--T:7--> | = Ask support = <!--T:7--> | ||
* Before writing to us, consider checking first on the [https://status.computecanada.ca system status page] and the [[Known issues]] page to see if the problem you're experiencing has already been reported. If you can't find the information you need on our wiki, send an email to the address below that best matches your need. | * Before writing to us, consider checking first on the [https://status.computecanada.ca system status page] and the [[Known issues]] page to see if the problem you're experiencing has already been reported. If you can't find the information you need on our wiki, send an email to the address below that best matches your need. | ||
* '''Please ensure that the email address from which you are writing is registered in your [https://ccdb.computecanada.ca/email Compute Canada account]'''. This way, our ticketing system will be able to recognize you automatically. | |||
* A well written question (or a problem description) will likely result in a faster and more accurate assistance from our staff (see a [[#Support request example | support request example]] below). | * A well written question (or a problem description) will likely result in a faster and more accurate assistance from our staff (see a [[#Support request example | support request example]] below). | ||
* An email titled "Something is wrong" or "Nothing works" will take a long time to resolve, because we will have to ask you to provide missing information (see [[#Information required | Information required]] below) | * An email titled "Something is wrong" or "Nothing works" will take a long time to resolve, because we will have to ask you to provide missing information (see [[#Information required | Information required]] below). | ||
* In the subject line of the email, include the system/cluster name and a few words of what may be wrong. For example, "Job 123456 fails to run on the Cedar cluster". A good subject line really helps to identify issues at a glance. | * In the subject line of the email, include the system/cluster name and a few words of what may be wrong. For example, "Job 123456 fails to run on the Cedar cluster". A good subject line really helps to identify issues at a glance. | ||
* Please do not request help on a different topic as a follow-up to an old email thread. Instead, start a brand new one to avoid re-opening an old ticket. | * Please do not request help on a different topic as a follow-up to an old email thread. Instead, start a brand new one to avoid re-opening an old ticket. | ||
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= Information required = <!--T:3--> | = Information required = <!--T:3--> | ||
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To help us help you better, please include the following information in your support request: | To help us help you better, please include the following information in your support request: | ||
* Cluster name | * Cluster name | ||
* Job ID | * Job ID | ||
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* Identify the software (including the version) you were trying to use | * Identify the software (including the version) you were trying to use | ||
* When did the problem happen? | * When did the problem happen? | ||
* If you want us to access, copy or edit your files, or inspect your account and possibly make changes there, say so explicitly in your email. For example, instead of attaching files to an email, you may indicate where they are located in your account and give us permission to access them. If you have already granted us permission via the CCDB interface to access your files, then you do not need to do it again in your support request. | * If you want us to access, copy or edit your files, or inspect your account and possibly make changes there, say so explicitly in your email. For example, instead of attaching files to an email, you may indicate where they are located in your account and give us permission to access them. If you have already granted us permission via the CCDB interface to access your files, then you do not need to do it again in your support request. | ||