Differences

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--- contact [2020/11/02 12:00] – [Contact] addition to previous change 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: <del>06221 42 3568</del> (currently not operated due to home office)**</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>
+===== How to write useful support requests =====
-</WRAP>
-----
-===== How to write useful support requests | 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:
-==== 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>
@@ Line 26: / Line 18: @@
-==== Use an informative and summarizing email subject | informative-subject ====
+==== Use an informative and summarizing email subject ====
 <WRAP indent>
@@ Line 37: / Line 29: @@
-==== Don't mix unrelated topics in a single request | single-topic ====
+==== Don't mix unrelated topics in a single request ====
 <WRAP indent>
@@ Line 58: / 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 65: / 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 71: / 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>
-===== How update your tickets | update =====
+===== How update your tickets =====
 As soon as you have received an answer from us, you can simply reply to it.  Please try to keep answers short and readable.  As all communication is stored in the ticketing system, <wrap hi>there is no need to cite the complete previous thread in the answer.  Cut out the non-relevant parts and just keep the parts you are currently answering to</wrap>.