Helpdesk Guide

The PRACE Helpdesk is the first point of contact for all non-Tier-0 users whenever they have any issues with or questions about PRACE services and facilities. Tier-0 users should directly contact the local helpdesk of their Tier-0 site rather than the central PRACE Helpdesk.

We recommend that the PRACE Helpdesk functionality is accessed through the dedicated web interface at https://tts.prace-ri.eu/SelfService/.

More information on using the PRACE Helpdesk Web Interface can be found below.

For users who do not have access to a web browser or who prefer to use e-mail to submit their helpdesk queries you can also use an e-mail address. More details on this facility are presented below.

PRACE Helpdesk Web Interface

The web interface allows PRACE users to submit new queries and to monitor any existing queries that they have in the Helpdesk system. Authentication to the web interface is based on having your certificate imported into your web browser. (If you do not have a certificate imported into your web browser then please use the e-mail based mechanism outlined below.)

Figure 1: The PRACE Helpdesk Web Interface

Figure 1: The PRACE Helpdesk Web Interface

Creating a new query

To create a new query in the web interface you require:

  • A web browser with your certificate imported.
  • The name of the execution site you are submitting the query about (if your query pertains to central PRACE services please specify your home site for the query).

The steps to creating a new query are:

  1. Log onto the PRACE Helpdesk Web Interface.
  2. On the left-hand navigation menu select "New ticket".
  3. You will be presented with a list of PRACE sites. Click on the name of the site you are submitting a query about: execution site for queries about running jobs, quotas, etc; home site for queries about PRACE central services.
    PRACE Helpdesk Select System
  4. You will now be presented with a form where you can enter a subject for your query and description of the problem/question. Enter all the information and click the "Create ticket" button to submit your query. To speed up the answering of your query, you should provide:
    • Your name, the PRACE username and the Project name.
    • Your Home site.
    • If appropriate, the site where the error occurred.
    • If appropriate, the name of the system you were using.
    • If appropriate, the nature of the problem and any error messages generated.
      PRACE Helpdesk create new query

Viewing an existing query

To view existing queries you will need:

  • A web browser with your certificate imported.

The steps to viewing an existing query are:

  1. Log onto the PRACE Helpdesk Web Interface.
  2. All your currently open queries will be displayed.
  3. If you want to view a resolved query you should select "Closed tickets" from the left-hand navigation menu.

PRACE Helpdesk e-mail Interface

If you are unable to access the PRACE Helpdesk Web Interface then you can send an e-mail directly to the correct site.

To create a new query by e-mail you require:

  • The name of the execution site you are submitting the query about (if your query pertains to central PRACE services please specify your home site for the query).

To submit a query by e-mail:

  1. Include the string ‘PRACE-ri.eu’ in the subject line of your message to ensure it is not treated as spam by the helpdesk system.
  2. Write an e-mail explaining your problem/question.
  3. Use the support@prace-ri.eu e-mail address.
  4. To speed up the answering of your query, you should provide:
    • Your name, the PRACE username and the Project name.
    • Your Home site.
    • If appropriate, the site where the error occurred.
    • If appropriate, the name of the system you were using.
    • If appropriate, the nature of the problem and any error messages generated.