Changes between Version 7 and Version 8 of GettingHelp


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Timestamp:
Oct 22, 2014 5:35:52 PM (10 years ago)
Author:
faber
Comment:

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  • GettingHelp

    v7 v8  
     1[[TOC]]
     2
    13= Getting Help with DETER =
    24
    3 == Too long, didn't read ==
    4 
    5 Take *all* the details about the problem you are having (project/experiment id, logs, error output) and file a [https://trac.deterlab.net/newticket ticket].
     5'''The short answer:'''  take ''all'' of the details about your problem (project/experiment id, logs, error output, etc) and [https://trac.deterlab.net/newticket file a ticket] - you must log in again with your DeterLab username and password.
    66
    77== What to do first if you are having trouble? ==
    88
    9 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].
    10 [[TOC]]
     9Read the [wiki:FrequentlyAskedQuestions FAQ page] to see if your question has already been answered. You can also search the documentation and trouble tickets on the [/search Search] page.
    1110
    12 == Information we need from you when you contact us. ==
     11== If you still need help... ==
    1312
    14 Taking a few moments to properly document what you are having trouble with will help in getting your problem addresses quickly.
     13=== Step 1: Collect the information we need to help you ===
    1514
    16 If you do contact us, please include the following:
    17  * Your DETER username
    18  * Your project
     15Take a few moments to properly document what you are having trouble with to get your problem addressed quickly. Please include the following information in your ticket:
     16
     17 * Your DeterLab username
     18 * Your project name
    1919 * Your experiment (if applicable)
    20   * Please include a link
    21   * Link format is: {{{ [experiment:pid:eid] }}} (pid is project name, eid is experiment name)
     20  * Include a link in this format: {{{ [experiment:pid:eid] }}} where {{{pid}}} is the project name and {{{eid}}} is the experiment name.
    2221 * A description of the problem.  Be as detailed as you can.  The following are all helpful:
    2322  * What you typed or clicked, what you expected to happen as a result, and what did happen
    … …  
    2625 * If your problem is with an experiment, please leave a copy swapped in for us (disable idle swap)
    2726
    28 == Ways to get assistance ==
     27=== Step 2: Create a new support ticket ===
    2928
    30 === Create a trouble ticket ===
    31  * Please login above with your DETER username and password (the ticket system currently requires a separate login).
    32  * Go to [https://trac.deterlab.net/newticket the ticket page]
    33  * Fill in as much as possible (see above)
    34 This is the best way to contact us. We are notified when new tickets are opened and respond to them quickly, often as soon as we receive them (during business hours).
     29 * Go to [https://trac.deterlab.net/newticket the new ticket page] and log in again with your DeterLab username and password. Note: you will receive an '''''Error:Forbidden''''' when you first click the link - this is expected (the ticket system currently requires a separate login).
     30 * Fill in as many details as possible (see above)
     31  * ''Summary'': Use a brief description of the issue
     32  * ''Reporter'': User your DeterLab username (this should be pre-filled)
     33  * ''Message'': Include the project name and all of the other details you collected in the first step.
     34  * ''Attachments'': You may include screenshots and any other files (logs, etc) that could be useful to us in understanding your issue.
    3535
    36  === Email ===
    37 If you are reporting a support problem, '''do not email us'''. Instead, follow instructions above for filing a ticket.
     36We are notified when new tickets are opened and respond to them quickly, often as soon as we receive them (during business hours, US Pacific time).
    3837
    39 If for some reason you must email us, DETER testbed operations can be reached at testbed-ops@isi.deterlab.net.
    40  * 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.
     38You can use the ''View Tickets'' button in the navigation bar to find any tickets you have created.
     39
     40== Do not email us if you want the fastest response ==
     41
     42 * If you are reporting a support problem, '''do not email us'''. Instead, follow the instructions above for filing a support ticket.
     43 * If for some reason you must email us, DeterLab testbed operations may be reached at testbed-ops at deterlab.net.
     44 * Response to this email is typically slower than response to a ticket.
     45 * Always send email to the testbed-ops address and not just an individual who responded to you. Then, if the individual is not available, someone will still be aware of your email.