// Submitting User Tickets

Please include the following information before submitting a ticket:

Discover or ADAPT Slurm Jobs:

  1. Hostname (enter the command 'hostname' at your prompt)
  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. Full error generated

Discover or ADAPT Non-Slurm Problems:

  1. Hostname (enter the command 'hostname' at your prompt)
  2. Your USERID
  3. Command run
  4. Full 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.

Connectivity Issues:

  1. Your USERID
  2. System where you are trying to log in
  3. Command run
  4. Timestamp
  5. Public IP Address (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. Public IP Address (Google, "What's my IP")
  4. Date and time the error occurred
  5. Full error generated

If none of the above examples apply, please explain the issue in great detail. To improve our ability to help you quickly, you may:

  1. Submit a ticket through our Jira Service Management (Preferred), or
  2. Submit a ticket via email at support@nccs.nasa.gov.

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

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