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Submitting a Help Ticket

There will come a time in your HPCC usage when you may need help. Don't fear! ICER has a staff of research consultants and system administrators who regularly respond to help tickets that you can submit using the methods detailed on this page.

Submitting a ticket using the contact form

The primary way to submit a ticket is using our contact form. Here, you can use the main "Contact ICER" tab to schedule consulting appointments, ask questions, make comments, and report problems with the HPCC systems. See our tips for what information to include in a ticket below.

Submitting this form will create a ticket in our system which ICER staff will use to correspond with you via the email associated with your account (by default, your MSU email). If you would like responses to be sent to a different email, please note this in your message.

Check the FAQ first

Before submitting a question on this page, check to make sure it's not already covered in our Frequently Asked Questions!

Attaching files

The main contact page does not currently have the ability to upload files. If you would like to share a file (which is often highly recommended!), follow these steps:

  1. Submit the contact form with a text-only explanation of your issue
  2. You will receive an email confirming that your ticket has been created
  3. Reply to that email and attach any files you would like to share

Other types of requests on the contact form

The other tabs on the contact form allow for specific types of requests:

Submitting a ticket using OnDemand

Our OnDemand interface also allows you to submit help tickets. There are two ways to do this as described below. In both cases, provide your email, a subject line, any files that you would like to share, and a description of your problem.

Check the FAQ first

Before submitting a question on this page, check to make sure it's not already covered in our Frequently Asked Questions!

See our tips for what information to include in a ticket below. Submitting this form will create a ticket in our system which ICER staff will use to correspond with you via the email you provide.

In the "My Interactive Sessions" tab, click the link in the "Problems with this session? Submit support ticket" section of the specific job you have a question about. Note that this method is preferred if you have an issue with a specific job since it automatically sends useful debugging information.

We also encourage you to upload the output.log file associated with your job by following these instructions.

Submitting a general ticket

Click on the Question Mark symbol in the top right corner, then click "Submit Support Ticket".

What information to include in a ticket

When you provide a ticket, it will speed up our response time if you can provide as much detail as possible. Please copy and paste text where possible instead of sending screenshots, as this allows ICER staff to more easily copy that text, e.g., to search for errors on the internet.

Depending on your situation, consider sharing the following information:

  • An explanation of what you are trying to do, including a step-by-step process that we can reproduce
  • An explanation of what you expect to happen
  • Job submission scripts, code, and all other files necessary to reproduce your steps
  • Any errors you receive in full (either by copy and pasting, sending us a file, or a screenshot when necessary)

Note that ICER support staff do not access your files on the HPCC for user-privacy purposes, so please include any files that are relevant to your question.