Changes between Version 1 and Version 2 of GettingHelp


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Timestamp:
Sep 15, 2010 2:58:30 PM (9 years ago)
Author:
jhickey
Comment:

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  • GettingHelp

    v1 v2  
    1 = Getting Help =
     1= Getting Help with DETER =
    22
    3 Check out the FrequentlyAskedQuestions to see if your question has already been answered. [/search Search] is your friend.
     3== What to do first if you are having trouble? ==
     4
     5Check out the FrequentlyAskedQuestions to see if your question has already been answered. You can also search the documentation and trouble tickets with [/search Search].
     6[[TOC]]
     7
     8== Information we need from you when you contact us. ==
     9
     10Taking a few moments to properly document what you are having trouble with will help in getting your problem addresses quickly.
    411
    512If you do contact us, please include the following:
     
    1522 * If your problem is with an experiment, please leave a copy swapped in for us (disable idle swap)
    1623
    17 There are a number of ways to get assistance.
     24== Ways to get assistance ==
    1825
    19  * Create a trouble ticket.
     26 === Create a trouble ticket ===
    2027    * Please login above with your DETER username and password (the ticket system currently requires a separate login).
    2128    * Go to [https://trac.deterlab.net/newticket the new ticket page]
    2229    * Fill in as much as possible (see above)
    2330
    24  * The DETER staff is available for live chat in the IRC channel [irc://irc.deterlab.net/%23DETER #DETER on irc.deterlab.net].
     31 === Try DETER Chat ===
     32  The DETER staff is available for live chat in the IRC channel [irc://irc.deterlab.net/%23DETER #DETER on irc.deterlab.net].
    2533    * Most active M-F 10 AM - 7 PM
    2634        * State your project, experiment and user name.  If you do not provide these details, we will be unable to help you.
     
    3240    * If you do not have an IRC client installed we provide a web interface to the [https://www.isi.deterlab.net/deterchat.php3 IRC channel].
    3341        * You will need to be logged in to DETER to use the web interface.
    34  * Email testbed-ops@isi.deterlab.net.
    35    * We strongly prefer that you open a ticket rather than emailing us
    36    * Even if you know specific administrator's e-mail addresses, always send your mail to testbed-ops@isi.deterlab.net in case that person is unavailable.
     42 === Email ===
     43   We strongly prefer that you open a ticket rather than emailing us, but DETER testbed operations can be reached at testbed-ops@isi.deterlab.net.
     44   * Always send your mail to testbed-ops@isi.deterlab.net and not just to the person who responded to you.  That way we can still help you in case that person is unavailable.