►
Description
Tips on how to write a help ticket that gets the answer you need most quickly
A
Okay,
we'll
follow
our
typical
pattern,
so
interactive
betting,
we
don't
have
a
huge
crowd
today,
so
feel
free
to
speak
out
as
you
have
something
and
okay,
so
we
go
from
there.
So
we'll
follow
our
normal
pattern,
we'll
start
out
with
a
chance
for
Sevilla
win
of
the
month
and
and
today
I
learned,
we
have
a
whole
bunch
of
announcements
and
yeah
various
calls
for
participation
and
someone
foreign
to
to
run
through
and
then
for
our
topic
of
the
day.
A
Lori
will
walk
us
through
some
tips
on
how
to
write
a
good
ticket
and
a
quick
look
at
what's
coming
up,
see
starting
out
win
of
the
months.
So
this
is
a
opportunity
to
show
off
an
achievement
or
shout
out
someone
else's
achievement,
and
they
can
be.
You
know
big
things
or
small
things,
salt
to
bug
through
to
got
something
published
in
nature.
Some
things
might
be
a
candidate
for
a
high
impact,
scientific
Achievement,
Award
or
an
Innovative
use
of
high
performance
Computing
award.
A
A
How
about
the
flip
side
of
it
today,
I
learned
so
yeah,
not
everything
works
on
the
first
shot,
but
kind
of
you
know,
that's
how
you
learn
stuff
when
you
discovered
something
either
that
they
tripped
up
on.
Oh,
it
doesn't
even
have
to
be
tripped
up.
One
just
yeah
stumbled
across
something.
That's
you
know
valuable
and
a
good
tip.
A
It's
something
that
seems
well
worth
looking
into
is
there's
this
there's
this
like
a
collection
of
relatively
new
new
languages
that
are
yeah
programming,
languages
that
are
building
up
steam,
so
rust,
which
does
sort
of
you
know,
system
level
stuff.
It's
got
a
whole
new
model
for
dealing
with
memory.
A
It
seems,
it
seems
kind
of
you
know
well
worth
looking
into
it.
It's
had
some
some
big
strides,
something
I've
been
following
a
little
bit.
Lately
is
the
Julia
language
and
I
think
yeah.
We
have
yeah
some
support
for
that
nurse.
Getting
I
think
a
handful
of
users,
at
least
that
are
using
it,
which
kind
of
shaping
up
I
think
to
be
a
good
potential.
Eventual
replacement
for
python
sort
of
you
can
do
a
lot
of
the
things
that
python
is
good
at.
A
A
A
A
Okay,
we
might
have
a
slightly
quiet
session
today,
but
that's
okay.
It's
go
on
what
we
definitely
have
a
lot
of
is
announcements
and
calls
for
participation,
so
something
that
is
coming
up
next
month,
pretty
important.
We
have
the
annual
nug
meeting,
and
so
this
year
we're
going
to
do
it
as
a
fully
virtual
event,
I'm
going
to
spread
it
over
three
days
so
that
it's
not
you
know
a
huge
block
of
Zoom
but
we'll
use
a
few
hours
each
morning
in
Pacific
time.
A
So
you
know
middle
of
the
day,
Eastern
Time
from
from
9am
to
noon.
Pacific
Time
on
each
of
these
three
days,
the
some
more
news
about
that
and
the
specific
schedule
will
be
coming
out
soon,
it'll
be
on
the
www.nest.gov
webpage,
also
post,
something
through
email,
yeah,
so
watch
out
for
that,
but
as
a
kind
of
a
side
effect
follow-on
from
that
just
for
having
the
annual
meeting
in
October.
We
won't
do
this
monthly
meeting
in
October,
so
the
next
no
monthly
meeting
will
be
in
November.
A
A
little
bit
related,
so
a
lot
of
the
nug
activities
you
know
planned
out
by
nugx,
which
is
the
nug
executive
committee,
and
so
this
is
a
group
of
users
selected
to
be
you
know
as
wide
as
possible
sampling
of
nurse
users
who
you
know,
come
together
about
once
a
month
to
oversee
nug
activities
that
you
know
for
the
benefit
of
nurse
user
community.
So
yeah
it
does
a
lot
of
looking
into.
A
So
the
way
that
nugx
operates
is
so
we
have
a
you
know
a
wide
as
wide
as
we
can
selection
of
users
across
all
of
the
offices
of
Science
and
in
you
know
different.
You
know,
career
stages,
and
you
know
areas
of
research
and
so
on,
and
people
serve
on
nugx,
typically
for
for
two
to
three
years,
so
that
gives
sort
of
a
bit
of
continuity.
So
each
year
we
have
yeah
somewhere
somewhere
in
between.
A
So
the
the
particular
thing
about
this
right
now
is
that
we're
looking
for
nominations
for
the
committee
for
next
year,
so
we
have
I
think
something
like
seven
or
eight
of
our
current
members
retiring.
So
so
we're
looking
for
another.
You
know
seven
or
eight
people
to
you
know
to
represent.
You
know
excuses
you
can
nominate
yourself
or
a
collection,
so
if
you're
interested
in
volunteering
definitely
self-nominate.
A
Also,
if
you
know
somebody
who
I
think
that
person
would
would
be
good
to
sort
of
get
involved
in
this,
you
can
nominate
them
too.
We
have
a
Google
form
for
it,
and
you
know:
here's
the
here's
something
on
there,
something
I
learned,
I,
guess
kind
of
earlier,
but
actually
sort
of
did
something
with
a
little
bit
more
recently.
A
A
A
A
There's
a
there's,
a
element
of
physical
maintenance,
things
being
pulled
out,
new
cards
being
put
in
as
part
of
that
part
of
the
update,
but
scratches
after
this
maintenance
going
to
be
available
again,
but
it's
still
undergoing
maintenance.
So
it's
not
at
full
strength.
It
has
a
a
higher
chance
than
normal
for
something
breaking
and
by
breaking
that
means
you
know,
scratch
suddenly
becomes
unavailable
because
of
a
component
power
yeah
you're
in
the
in
the
normal
course
of
operations.
A
Your
components
fail
kind
of
all
the
time
you
know
you
know
a
somewhat
statistically
predictable
way,
and
so
we
use
redundancy
as
one
of
the
the
big
tools
for
protecting
against
that.
So
when
something
fails,
that
has
a
failover
partner
kind
of
in
place,
ready
to
take
its
load
and
because
of
the
physical
maintenance,
we
don't
have
that
full
capability.
So
so
there's
a
higher
chance
that
you
know
the
file
system
might
stop,
but
it
will
be
available
and
so
jobs
will
be
able
to
use.
A
A
A
A
whole
bunch
of
calls
for
participation
out
at
the
moment,
so
lcf,
that's
argon,
is
doing
a
couple
of
workshops
coming
up
so
there's
a
simulation
data
and
learning
Workshop
in
October
and
a
intro
to
AI,
driven
science
series
and
both
of
those
have
registration
deadline
of
tomorrow.
So,
if
you're
interested
in
those
check
their
weekly
email,
it's
got
links
to.
You
know
how
to
get
into
it.
How
to
register.
A
This
is
where
the
list
starts
getting
longer,
so
we've
got
a
vast
Hands-On
user
training
coming
up
at
the
end
of
September,
so
we
have
a
you
know:
Vespers
at
a
pretty
popular
software
application
used
at
nurse.
So
if
you
are
using
this,
you
might
be
interested
in
that
there's
a
a
GPU
hackathon
being
prepared,
there's
a
couple
of
them.
Actually
one
in
particular
happening
at
nurse
will
be
in
November
and
December
the
applications
to
join
that
due
September
27..
A
We
have
a
new
user
training
scheduled
for
September
28.
So
in
a
couple
of
weeks
time,
that's
particularly
good.
If
yeah
you
just
come
back
to
the
beginning
of
the
you
know
the
the
college
year,
I,
guess
and
you're
getting
onto
nurse
for
the
first
time
for
a
project
and
and
there's
also
got
a
lot
good
sort
of
tips
and
updates
for
more
experienced
users
as
well
yeah
how
to
connect
and
the
the
the
essentials
of
how
to
use
nurse
facilities.
A
A
The
better
scientific
software
fellowship
program
has
applications
due
at
the
end
of
September.
So
that's
a
really
good
program.
Supercheck
I'm,
pretty
sure.
That's
still
accepting
submissions
I,
don't
recall
the
the
due
date
on
those
ones
offhand,
but
so
there's
a
look
into
your
NBA
capable
checkpointing,
and
you
know,
discussions
about
checkpointing
generally.
A
A
the
ideas
ECP
webinar.
So
this
is
a
lot
of
software
engineering,
like
tips
aimed
at
scientific
Computing,
webinar
and
investing
in
code
reviews
for
better
research
software
in
October.
So
that
was
quite
a
lot.
These
slides
will
be
up
on
the
web
page,
but
most
of
these
things,
you're
in
the
weekly
email
and
a
couple
of
them-
are.
A
B
So
we're
really
excited
to
reboot
this
event
and
it's
actually
going
to
be
dated
days.
It's
going
to
be
a
two-day
event
in
the
end
of
October,
October,
26th
and
27th
I
believe
so.
Look
for
that
in
the
weekly
email,
the
upcoming
weekly
email.
There
should
be
an
event
page
and
registration
up
for
that
very
soon,
and
it's
going
to
be
a
really
Hands-On
event.
B
We
really
want
to
be
able
to
engage
with
users,
so
there
will
be
hacking
sessions
for
the
opportunity
to
share
your
data
projects
in
a
quick,
lightning
talk
and
we
will
have
kind
of
advanced
and
intermediary
or
intermediate
topics.
So
it
should
be
a
really
great
learning
opportunity
we're
going
to
try
to
make
it
accessible
really
to
all
levels
of
experience
for
users,
but
the
topics
are
going
to
be
kind
of
the
latest
and
greatest
things
that
we've
been
working
on.
A
A
C
Yeah,
so
I
know
a
lot
of
users
really
when
they
submit
tickets.
They
want
us
to
help
and
they
want
help
as
quickly
as
we
can
give
it
to
them,
because
nobody
wants
to
be
stuck
with
the
problem,
but
unless
you've
been
in
like
a
user-facing
role
or
you've
done
tech
support,
it
can
be
kind
of
hard
to
know.
You
know
what
the
people
trying
to
solve.
C
So
this
this
is
a
short
talk,
but
trying
to
cover
all
of
the
questions
about
tickets.
You
were
too
afraid
to
ask
and
of
course,
I'm
welcome.
You're,
welcome
to
ask
questions.
I
don't
know
if
I
can
really
see
if
you
raise
hands
or
say
anything
in
the
chat,
but
maybe
Steve
can
interrupt
we'll
cover
some
ticket
myths
versus
facts.
C
Yeah,
so
I
came
up
with
some
myths.
Maybe
some
of
you
might
have
I'll
talk
about
a
little
bit
of
troubleshooting.
You
can
do
and
I'll
give
you
some
do's
and
don'ts.
That's
probably
the
thing
you
care
about
most
so
yeah
as
I
said,
you
probably
want
your
question
resolved
as
quickly
as
possible,
so
you
can
get
back
to
work
and
from
our
point
of
view,
we
want
to
resolve
it
quickly
too.
C
C
So
a
myth
might
be
that
nurse
doesn't
like
answering
tickets
and
I
would
say
fact
many
of
us
work
at
nurse
because
we
like
helping
people
and
it
can
be
really
satisfying
to
help
solve
somebody's
technical
problem.
So
yeah
it's
most
of
the
time
like
we're
very
happy
to
help
you.
So
don't
don't
let
that
hold
you
back
in
deciding
whether
or
not
to
submit
a
ticket.
C
Another
myth
is
I
need
to
be
an
expert
to
submit
a
ticket.
In
fact,
any
user
can
submit
tickets.
Beginner
questions
are
very
welcome,
so,
if
you're
confused
about
what
you
think
is
something
obvious
or
basic
like
that's
fine,
just
ask
us:
these
These
are
usually
really
easy
for
us
to
answer.
So
please,
please,
don't
hesitate,
there's
no
such
thing
as
a
stupid
question.
C
Okay,
another
myth
is
I
need
to
have
spent
days
troubleshooting
something
before
I
file.
This
ticket
and
fact
is
sometimes
it
might
be
something
that's
really
hard
for
you
to
figure
out
but
easy
for
us
because
we've
seen
it
before
or
maybe
we
know
that
you
know
our
scratch
file
system
is
hanging,
but
maybe
the
user
may
not
know
so
like
for
questions
like
this.
C
It
might
be
more
straightforward
than
you
think.
So
you
know
it's
not
like.
As
soon
as
you
run
into
an
error
message,
you
know
start
going
to
help.nurse.gov,
but
you
know
once
you've
done
a
little
bit
of
basic
troubleshooting
and
it's
not
obvious
to
you
like,
go
ahead
and
ask
us
you
know
you,
don't
you
don't
need
to
waste
your
time
or
spend
your
wheels?
C
Okay.
So
before
you
submit
a
ticket
there's
a
little
bit
of
troubleshooting,
you
can
do
which
might
save
you
some
time
and
and
help
you
figure
out
what's
wrong
before
you
ever
need
to
talk
to
us.
So
some
of
you
are
probably
familiar
with
this,
but
for
anybody
who's
not.
We
have
our
nurse
message
of
the
day.
The
mod
d
so
I'll
just
go
here,
yeah
so
like.
If
you
try
to
log
into
promoter
this
morning
and
couldn't
you
might
think,
oh
there's
something
wrong
with
promoter.
C
But
if
you
check
the
Monty,
it's
like,
oh
okay,
the
system
is
down
for
maintenance,
so
easy
peasy
that
answers
that
I
will
say.
Sometimes,
if
we're
having
trouble
with
the
system
like
it
may
not
appear
right
away,
or
you
know
like
specific
parts
of
the
system.
For
example,
the
file
system
may
not
appear
so
the
market
doesn't
cover
everything,
but
it
will
at
least
give
you.
You
know
the
basics,
like
is
the
system
available
I?
Think
a
lot
of
you
are
on
the
noog
slack
that
Steve
mentioned
earlier.
C
A
C
Is
pretty
easy,
just
type
show
quota
and
it
will
give
you
you
know
your
usage
on
our
various
systems.
So
that's
an
easy
thing
to
check.
Another
thing
is
to
go
to
our
Iris
webpage
and
make
sure
like,
for
example,
have
you
run
out
of
compute
hours?
Hopefully
you
haven't,
but
this
would
be
the
place
to
figure
out
if
everything's,
okay
account
wise
and
Access
wise.
C
C
C
You
know
you
might
find
this,
and
this
will
help
you,
oh
okay.
The
error
I
saw
is
because
I'm
using
you
know,
netcdf
on
a
gpfs
file
system,
so
It
won't
always
solve
your
problem,
but
the
search
bar
can
be
helpful.
Okay,
so
you've
tried
all
this.
It
doesn't
help
your
thing
whatever
you're
working
on
is
not
working,
so
it's
time
for
a
ticket
all
right.
So
this.
In
my
opinion,
these
are
some
do's
and
don'ts
for
submitting
a
helpful
ticket.
C
Okay,
please
be
specific.
So
if,
if
your
ticket
says
something
like
my
code
is
slow
or
my
job
isn't
starting
or
Corey
is
broken,
which,
by
the
way,
people
do
sometimes
say
it's
really
hard
for
us
as
nurse
staff
to
figure
out.
First
of
all,
what
the
issue
is
and
second
of
all
where
we
can
start
in
terms
of
troubleshooting
we're
gonna
have
to
answer
back.
Okay,
can
you
give
us
more
info?
Do
you
have
your
scripts?
Do
you
have
job
IDs
so
on
the
right?
C
C
What
did
you
do
to
cause
it?
What
software
were
you
using?
What
modules
did
you
have
loaded,
so
we're
gonna
have
to
come
back
and
ask
you
this
stuff
so
to
speed
things
up,
it'll
go
a
lot
better.
If
you
can,
please
give
us
more
than
just
the
error
message
so
do
show
your
work.
I
know
all
of
you
have
been
through
school
and
you
would
probably
get
marked
off
on
some
of
your
assignments
like
in
math,
especially
if
you
arrive
at
the
answer,
but
don't
show
how
you
got
there.
C
So
it's
the
same
for
us.
We
want
to
understand
what
is
your
thought
process?
What
did
you
do?
What
did
you
try?
What?
What
did
your
environment
look
like
when
you
ran
into
the
problem?
So
if
you
can
give
us
like
you
know,
we
can
log
in
as
you
we
have
the
power
to
become
all
users.
Tell
me
you
know
what
the
five
commands
are,
that
I
have
to
run
to
see
the
problem
that
you
reported.
C
So
if
you
can
give
me
that
you're
giving
me
a
lot
of
information
about
your
setup
and
maybe
what
could
be
wrong
here
if
you're
using
like
a
custom
software
package,
maybe
you
could
give
us
the
link
to
the
GitHub
or
something
I
know.
These
things
are
really
obvious
to
you,
because
you
use
them
every
day,
but
for
us
it
can
be
a
little
bit
hard
to
figure
out.
You
know,
oh,
which
package
is
this:
where
can
I
find
it
so?
C
C
Okay,
don't
please
don't
send
screenshots.
This
happens
quite
a
bit
too,
and
the
trouble
with
this
screenshot
is
like.
We
cannot
copy
and
paste
from
it.
Sometimes
you
have
really
long
complex
past
that
we're
gonna
have
to
look
at
and
kind
of
type
out
manually,
which
can
be
kind
of
hard
and
error
prone.
We
might
want
the
path
to
log
in
as
you
and
go
look
at
the
script.
We
might
want
the
full
traceback
to
try
to
paste
into
stack,
Overflow
and
start
trying
to
Google
it.
C
So
we
can't
do
this
if
it's
a
screenshot-
and
this
also
applies
to
pictures
that
you
might
have
taken
of
your
screen
with
your
phone,
which
can
sometimes
be
really
hard
to
read
in
addition
to
not
being
copy
pasteful.
So
please
just
give
us
the
plain
text:
just
dump
it
right
into
the
ticket.
It
might
look
really
long.
That's
fine!
There's
no
I,
don't
know
if
we
have
a
limit
but
I
I,
don't
I,
don't
think
you're
gonna
hit
it
so
just
dump
the
whole
error
message.
It's
it's
useful
for
us.
C
C
That's
fine!
We're
happy
to
answer
that.
You
know,
don't
don't
waste
a
lot
of
time.
We
want
to
try
to
to
help
you
and
get
you
back
to
work,
to
avoid
having
to
go
back
and
forth
and
ask
and
have
us
ask
you
you
know
to
provide
all
this
background
information.
If,
if
you
can
give
it
to
us
up
front,
that's
awesome,
we
can
get
to
work
and
try
to
figure
out.
What's
going
on,
you
know
show
your
work,
please
don't
send
screenshots
and
yeah
then
that
way
we
can.
D
D
A
A
So,
coming
up
we're
we're
actually
running
a
little
ahead
of
time
this
this
month,
which
is
which
is
quite
unusual.
Coming
up.
Next,
we're
always
looking
for
upcoming
topics
and
yeah.
Here's
another
excuse
to
use
a
a
QR
code.
Generator
we've
actually
got
a
form
if
you
can,
if
you
have
a
topic
that
you'd
like
to
hear
about
or
better
still,
if
you'd
like
to
Showcase
some
work
that
you're
doing
this
is
a
great
opportunity
to
to
do
it.
A
The
you
know,
the
format
is
yeah
around
about
a
15
minute
slot.
You
know
generally
including
a
little
bit
of
time
for
your
q
a
and
discussion
afterwards.
So
it's
not
a
just
a
long
presentation.
It
doesn't
have
to
go
too
deep
and
you
know
good
way
to
introduce
users
to
you
know
to
something
that
you're
doing
and
yeah
show
off
some
some
great
results
and
or
if
there
are
particular
talks
that
or
particular
topics
that
you
think
would
be
good
to
hear
about.
Let
us
know
about
it.
A
C
A
I
think
there
is
a
check
box
that
you
can
check
that
if
you
know,
if
your
ticket
is
something
that
can
be
public
essentially,
if
it's,
if
there's
not
something
that's
new
directly
about
your
specific
account,
is,
is
probably
the
main
consideration.
There
then
I
think
in
the
form
there
should
be
a
check
box
that
you
can
check
and
that
you
know
allows
the
ticket
to
be
included
in
a
knowledge
base.