Differences

This shows you the differences between two versions of the page.

--- contact [2019/03/25 16:51] – [Contact] added "project data, sample swaps" Thommen, Frank
+++ contact [2023/11/23 18:24] – replaced code by includ of pub:contact:addresses (which now has the content) Thommen, Frank
@@ Line 1: / Line 1: @@
 ====== Contact ======
-<WRAP center centeralign round box  50%>
+{{page>:pub:contact:addresses}}
-**<fs x-large>How to contact ODCF</fs>**
-<fs large>**IT related requests (cluster access, software installations, cluster issues, workstation problems, technical issues ecc.)**: \\ <WRAP center hi 60% round><fs large>**mail: [[odcf-itsupport@dkfz-heidelberg.de]]\\ phone: 06221 42 3568**</fs></WRAP></fs>
-\\
-<fs large>**Requests regarding group management (group changes, new groups), project management (new projects, project changes), project data, sample swaps, DTAs, data access, aspera and OTP operation**: \\ <WRAP center hi 60% round><fs large>**mail: [[odcf-service@dkfz-heidelberg.de]]**</fs></WRAP></fs>
-</WRAP>
-----
 ===== How to write useful support requests =====
@@ Line 35: / Line 27: @@
   * Extremely bad: "help, urgent!", "problem", "software installation"
 </WRAP>
+==== Don't mix unrelated topics in a single request ====
+<WRAP indent>
+<wrap hi>Please create an individual ticket for each (unrelated) question</wrap>.  Mixing unrelated topics in a single ticket makes ticket management hard and ineffective for the supporters.
+</WRAP>
 ==== Mention base software and platform when asking for software add-ons ====
@@ Line 50: / Line 50: @@
 <WRAP indent>
 Help us reproduce your issue (that helps us to test our solution) <wrap hi>by telling us exactly //what// you did</wrap> (commands, scripts, loaded modules) <wrap hi>and //where// you did it</wrap> (hostname, which cluster, which cluster node).
+When reporting problems with cluster jobs, <wrap hi>always provide the job ID of failed jobs</wrap>. As comparison, also the job IDs of successful jobs can be helpful
 </WRAP>
@@ Line 57: / Line 59: @@
 <WRAP indent>
 Help us to understand your problem by <wrap hi>sending commands //and// resulting error messages or error logs</wrap>.  Unless you are an expert and already know for sure the cause of a problem, then don't try to be smart by trimming error messages or error logs.  Not so rarely the helpful statements are exactly in the cut-out part :-).
+Short (up to 20 to 30 lines) error message can be sent directly in the email.  For output which exceeds around 30 lines please send it in an attached text file.  Please do **not** send us such information as screenshot, image or office document!
+</WRAP>
+==== Don't send us screenshots of commandline output ====
+<WRAP indent>
+If your problem is related to commandline output (Linux terminal, RStudio Workbench sessions ecc.), then please <wrap hi>don't send us screenshots, but the copied text</wrap> in your request.  Screenshots are often not helpful, as we cannot copy-paste commands and error messages from them to reproduce the issue.
+</WRAP>
+==== Don't attach office files to your tickets ====
+<WRAP indent>
+The supporters work in different environments and don't always have access to office software.  Therefore please <wrap hi>don't attach office files to your tickets</wrap>. Acceptable file types for attachments are plaintext files, image files (jpeg, png, gif) and - if special pre-existing documents need to be attached - PDF.
 </WRAP>
@@ Line 63: / Line 79: @@
 <WRAP indent>
-Attaching scripts to the ticket is ok, but please don't attach datafiles.  <wrap hi>If you need to send us datafiles then please provide them in some place in the filesystem</wrap> (e.g. in analysis).  As administrators we can access them almost not matter where they are stored.  If you refer to these files in the ticket we will understand this as an approval to access them or to make copies of them for testing purposes. If that isn't the case then please let us know.
+Attaching scripts to the ticket is ok, but please don't attach datafiles.  <wrap hi>If you need to send us **data**files then please provide them in some place in the filesystem</wrap> (e.g. in analysis).  As administrators we can access them almost not matter where they are stored.  <wrap hi>If you refer to these files in the ticket we will understand this as an approval to access them or to make copies of them for testing purposes</wrap>. If that isn't the case then please let us know.
 </WRAP>