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Technical support: Difference between revisions
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= Ask support = <!--T:7--> | = Ask support = <!--T:7--> | ||
* Before writing to us, consider checking first on the [https://status.computecanada.ca system status page] and the [[Known issues]] page to see if the problem you're experiencing has already been reported. If you can't find the information you need on | * Before writing to us, consider checking first on the [https://status.computecanada.ca system status page] and the [[Known issues]] page to see if the problem you're experiencing has already been reported. If you can't find the information you need on our wiki, send an email to the address below that best matches your need. | ||
* A well written question (or a problem description) will likely result in a faster and more accurate assistance from our staff (see a [[#Support request example | support request example]] below). | * A well written question (or a problem description) will likely result in a faster and more accurate assistance from our staff (see a [[#Support request example | support request example]] below). | ||
* An email "Something is wrong" or "Nothing works" will take a long time to resolve, because we will have to ask you to provide missing information (see [[#Information required | Information required]] below). Please do not make our staff play detective. | * An email titled "Something is wrong" or "Nothing works" will take a long time to resolve, because we will have to ask you to provide missing information (see [[#Information required | Information required]] below). Please do not make our staff play detective. | ||
* In the subject of the email, include the system/cluster name and a few words of what may be wrong. For example, "Job 123456 fails to run on the Cedar cluster". A good subject line really helps to identify issues at a glance. | * In the subject line of the email, include the system/cluster name and a few words of what may be wrong. For example, "Job 123456 fails to run on the Cedar cluster". A good subject line really helps to identify issues at a glance. | ||
* Your Compute Canada username may not be apparent from your email. We ask you to register all email addresses that you use to communicate with us in your CCDB account. This way, our ticketing system will be able to recognize you automatically. | * Your Compute Canada username may not be apparent from your email. We ask you to register all email addresses that you use to communicate with us in your CCDB account. This way, our ticketing system will be able to recognize you automatically. | ||
* Please do not request help on a different topic as a follow-up | * Please do not request help on a different topic as a follow-up to an old email thread. Instead, start a brand new one to avoid re-opening an old ticket. | ||
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