Changes between Version 1 and Version 2 of GettingHelp

Timestamp:

Sep 15, 2010 2:58:30 PM (14 years ago)

Author:

jhickey

Comment:

--

GettingHelp

@@ -1 @@
-= Getting Help =
+= Getting Help with DETER =
 
-Check out the FrequentlyAskedQuestions to see if your question has already been answered. [/search Search] is your friend.
+== What to do first if you are having trouble? ==
+
+Check out the FrequentlyAskedQuestions to see if your question has already been answered. You can also search the documentation and trouble tickets with [/search Search].
+[[TOC]]
+
+== Information we need from you when you contact us. ==
+
+Taking a few moments to properly document what you are having trouble with will help in getting your problem addresses quickly.
 
 If you do contact us, please include the following:
@@ -15 +22 @@
  * If your problem is with an experiment, please leave a copy swapped in for us (disable idle swap)
 
-There are a number of ways to get assistance.
+== Ways to get assistance ==
 
- * Create a trouble ticket. 
+ === Create a trouble ticket ===
     * Please login above with your DETER username and password (the ticket system currently requires a separate login).
     * Go to [https://trac.deterlab.net/newticket the new ticket page]
     * Fill in as much as possible (see above)
 
- * The DETER staff is available for live chat in the IRC channel [irc://irc.deterlab.net/%23DETER #DETER on irc.deterlab.net].
+ === Try DETER Chat ===
+  The DETER staff is available for live chat in the IRC channel [irc://irc.deterlab.net/%23DETER #DETER on irc.deterlab.net].
     * Most active M-F 10 AM - 7 PM
         * State your project, experiment and user name.  If you do not provide these details, we will be unable to help you.
@@ -32 +40 @@
     * 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].
         * You will need to be logged in to DETER to use the web interface.
- * Email testbed-ops@isi.deterlab.net.
-   * We strongly prefer that you open a ticket rather than emailing us
-   * 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.
+ === Email ===
+   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.
+   * 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.