Submitting a Help Ticket

Submitting a Help Ticket

If you've encountered an issue while working with CRC resources, you can submit a help ticket by navigating to the main CRC website (https://crc.pitt.edu/), clicking the USER SUPPORT tab in the header menu, and then clicking Submit Help Ticket

 

Replying to a help ticket

Click the ticket link https://crc.pitt.edu/node/**** (**** is your ticket number). Add new comment.

If you would like to attach a new file, click Browse... to upload a file. Then click SAVE to reply to the ticket.

 

Please provide relevant information in your ticket

When encountering issues with software, if you receive an error message, the first step should always be to look up the error message online. There's a good chance somebody stumbled upon the same problem before, and may even provide a fix or workaround. It is a good idea to search your keywords at https://stackoverflow.com/. For health science research, you can search through https://www.biostars.org/

If you're facing issues you can't figure out, we're here to help. Feel free to submit a help ticket, but please keep the following points in mind to ensure a timely and relevant response to your help ticket.

We need to understand the issue you're facing, and in most cases, we need to be able to reproduce it, so it can be diagnosed and addressed. Please make sure to provide enough information so we could help you in the best possible way.

This typically involves providing the following information:

  • some context about your problem (for instance, were you submitting a job, copying a file, compiling an application)
  • if relevant, the full path to the files involved in your question or problem
  • name of node where you received the error (usually displayed in your command-line prompt)
  • command(s) you ran, and/or the job submission script(s) you used
  • relevant job ID(s)
  • exact, entire error message (or trace) you received

Error messages are critical.

This is very important. Without proper error messages, there is nothing we can do to help - "it doesn't work" is not a proper error message. Also, please cut and paste the actual text of the output, commands, and error messages. Providing all this information from the start will help us get to your problem immediately.