// Guidelines for Submitting User Tickets

To improve our ability to help you quickly, please see the guidelines below on suggested information to include in your email to support@nccs.nasa.gov.

Discover or ADAPT Slurm Jobs:

  1. Hostname (you can enter the command 'hostname' at your prompt to determine this)
  2. Slurm Job ID
  3. The path to the Slurm batch script
  4. The path to the error logs associated with the failure

Mass Storage Issues:

  1. Your USERID
  2. Command run
  3. Full directory path of the file(s)
  4. Output seen from the failed command

Discover or ADAPT Non-Slurm Problems:

  1. Your USERID
  2. Command run
  3. Error generated

ADAPT:

  1. Hostname (you can enter the command 'hostname' at your prompt to determine this)
  2. Your USERID
  3. Command run
  4. Error generated

Discover File Recovery:

  1. Name of the file(s)
  2. Full directory path of the file(s)
  3. Approximate age of the file(s)
  4. Note: Any data under a "nobackup" directory (filesystems with "dnb" in the name) are not backed up by the system staff.

Connectivity Issues:

  1. Your USERID
  2. System where you are trying to login
  3. Command run
  4. Timestamp
  5. IP Address (you may Google, "What's my IP")
  6. If ssh, output of ssh -vvv <USERID>@<SYSTEM>

Dataportal

  1. The URL that isn't working properly
  2. Command used to retrieve data
  3. Your public IP (can be retrieved with whatsmyip.com)
  4. Date and time when the error occurred

Note, including screenshots is helpful for visualization or GUI problems but for all text errors, a cut and paste is more helpful.

If none of the above applies, please explain the issue to the best of your ability.

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