Please submit a support request if you can’t find a solution in the documentation:

Step-by-step guide

Please follow the steps below:

  1. Access the CSCS Service Desk

  2. Login first using your CSCS credentials. Please note that the contact form should only be used if you cannot login or if you don't have CSCS credentials
  3. Select the best matching request type (use the type Other requests only if you can’t find a match).
    Please note that a better match of the request type with your question will help us react faster. The more detailed the request, the more effective the reply
    Current request types available only after logging in are shown in the image below:
  4. Provide the summary and the description of the request as in the example shown in the screenshot below:
    • Matching articles that might help will pop-up from the Knowledge Base as you type in the summary field
    • Describe how to reproduce the issue (e.g.: include Slurm jobid, Slurm job script, copy scripts and source files to $SCRATCH and give access)

     

  5. Monitor your requests using the filters available on the Service Desk:
     
    • Check the status of the filtered cases (column "Status": IN PROGRESS, ON HOLD,...)
    • Please note that a case in status WAITING CUSTOMER will be resolved automatically after 14 days
  6. Select a specific case to review the past messages and use the links available in the right menu
    • Share with other members of your CSCS project(s), Resolve if it was addressed or Cancel Request if submitted by mistake
    • A case in status RESOLVED can be re-opened using the link Reopen 
    • Please comment why you are reopening a case, submit a new request for different issues instead 

Once the support request has been submitted, you will receive notifications to the email registered at CSCS.

Please follow the links provided in the notification emails to add comments on the user interface of the Service Desk, since replies by email won't be forwarded to the support request