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To open a ticket, send an email to thaisc-support@nstda.or.th
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Template
Template for submitting support service ticket
Email to:
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thaisc-support@nstda.or.th |
Suggested template:
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Full Name:
Project ID:
Username:
Problem:
Details (Software, commands):
Job submission script:
Attachments: (Screenshot,log files) |
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Scope of technical support
What can I expect from ThaiSC technical support?
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*There are hundreds of applications that can be run on HPC. To assist you for running a given application on HPC, we rely on your knowledge on the application (e.g. how to run it on your PC). |
What are beyond technical support scope?
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*We understand that in some circumstances, dependency and incompatibility problems are difficult to solve. You can send us a support ticket; we provide beyond support based on the criteria. |
What if I need help with software installation?
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What if I need help beyond ThaiSC helpdesk scope of support?
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We may provide extra help based on the following criteria. For cases beyond scope, any assistance will be provided on a case-by-case basis at the team's discretion.
In addition to the support service, we also offer regular training. For more information, please go to https://thaisc.atlassian.net/wiki/x/AoBmK . |
What can I do to reduce solving time?
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What if I need help but I do not know where to start?
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Guideline
Info |
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Before sending us a ticket, you can check FAQ to quickly solve the issue. |
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Tell us your username and project name on LANTA
Explain us the issue / How could we support you
For complicated issue, please Please give use enough information that we can reproduce and analyze the problem; for example, job script, log files, screenshots, software name and version, module list, python package list, python environment, conda/mamba environment, bash environment, etc.
To request a support on software installation, please provide us links to the software official website, Git repository, and/or installation guide.
To request a permission to our pre-installed licensed software, please visit การขอสิทธิ์การเข้าถึง software.
We use ticketing system to track support case. If the case is closed, please kindly open a new support case by send a new email to thaisc-support@nstda.or.th
Please DO NOT reply to the mail from the previous closed case. Replying previous closed case is not friendly with ticketing system and blocks us from noticing your request.
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Processing time
We manage to help you as quick as possible. However, with some special circumstance that we may have an overload amount of works, please be aware maximum turnaround time for each ticket type.
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