contact
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contact [2019/05/17 11:24] – Thommen, Frank | contact [2023/11/23 18:24] – replaced code by includ of pub:contact:addresses (which now has the content) Thommen, Frank | ||
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====== Contact ====== | ====== Contact ====== | ||
- | <WRAP center centeralign round box 50%> | + | {{page>:pub:contact: |
- | **<fs x-large> | + | |
- | <fs large> | ||
- | \\ | ||
- | <fs large> | + | ===== How to write useful support requests ===== |
- | </ | + | |
- | + | ||
- | ---- | + | |
- | + | ||
- | ===== How to write useful support requests | + | |
To avoid time and resource consuming call backs and back-and-forth mails please be complete and informative when writing your support tickets: | To avoid time and resource consuming call backs and back-and-forth mails please be complete and informative when writing your support tickets: | ||
- | ==== Never ever reply to old and unrelated tickets when posting a new issue | post-new-issue ==== | + | ==== Never ever reply to old and unrelated tickets when posting a new issue ==== |
<WRAP indent> | <WRAP indent> | ||
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- | ==== Use an informative and summarizing email subject | informative-subject ==== | + | ==== Use an informative and summarizing email subject ==== |
<WRAP indent> | <WRAP indent> | ||
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* Extremely bad: "help, urgent!", | * Extremely bad: "help, urgent!", | ||
</ | </ | ||
+ | |||
+ | |||
+ | ==== Don't mix unrelated topics in a single request ==== | ||
+ | |||
+ | <WRAP indent> | ||
+ | <wrap hi> | ||
+ | </ | ||
+ | |||
==== Mention base software and platform when asking for software add-ons ==== | ==== Mention base software and platform when asking for software add-ons ==== | ||
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<WRAP indent> | <WRAP indent> | ||
Help us reproduce your issue (that helps us to test our solution) <wrap hi>by telling us exactly //what// you did</ | Help us reproduce your issue (that helps us to test our solution) <wrap hi>by telling us exactly //what// you did</ | ||
+ | |||
+ | When reporting problems with cluster jobs, <wrap hi> | ||
</ | </ | ||
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<WRAP indent> | <WRAP indent> | ||
Help us to understand your problem by <wrap hi> | Help us to understand your problem by <wrap hi> | ||
+ | |||
+ | Short (up to 20 to 30 lines) error message can be sent directly in the email. | ||
+ | </ | ||
+ | |||
+ | |||
+ | ==== 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 attach office files to your tickets ==== | ||
+ | |||
+ | <WRAP indent> | ||
+ | The supporters work in different environments and don't always have access to office software. | ||
</ | </ | ||
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<WRAP indent> | <WRAP indent> | ||
- | Attaching scripts to the ticket is ok, but please don't attach datafiles. | + | Attaching scripts to the ticket is ok, but please don't attach datafiles. |
</ | </ | ||
contact.txt · Last modified: 2023/11/23 18:36 by Thommen, Frank