Help Ticket Guidelines

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Ticket Submission Guidelines For General Support (Purpose of submission: Other)

Submitting a help ticket requires logging in to this site using your Pitt credentials. Before submitting, please make sure you have read the instructions below.

Provide as much relevant information in your ticket as possible

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.