Helpdesk¶

If you encounter any issues connecting to the Devana supercomputer, need assistance with software or module installation, require general system information, experience problems with the user portal, or have any other inquiries, please don’t hesitate to contact us by creating a ticket with a detailed description of your issue or request.

Please include the following information:

A clear and detailed description of the problem or request
The date and time the issue first occurred
Any relevant error messages or screenshots
Steps you’ve already taken to troubleshoot the issue

Ticket Status Definitions¶

In the current system, the following ticket statuses are important for users:

Explanation of each status from the user's perspective:

open/open – The ticket is active and being handled by the support team
closed/pending – The ticket has been temporarily closed with a request for additional information and is awaiting a user response
closed/resolved – The ticket has been resolved by the support team and is awaiting confirmation or feedback from the user
closed/sent_warning – If a ticket remains in pending or resolved status for 5 days, it is automatically moved to sent_warning, and a reminder email is sent to the user asking for feedback or more information
closed/closed – The ticket has been fully closed (either manually or automatically after the sent_warning period expires). The ticket remains visible to both the user and the support team but can no longer be modified by the user
closed/closed_satisfaction – After closure (closed/closed), the ticket status is updated to closed/closed_satisfaction, and the user receives an email invitation to rate the quality of support received

How to Create a Ticket¶

You can create a ticket in three ways:

Via the Dashboard by clicking the Ticket icon
Directly through the Helpdesk portal
By sending an email to helpdesk@nscc.sk or helpdesk@hpc.sav.sk – the email subject will be used as the ticket subject

Follow these steps to submit a ticket via the web interface:

Sign in by clicking “Sign In”:
Click “Sign in with NSCC”, then log in using the same credentials as the user portal:
Click the “Open a New Ticket” button:
Choose the appropriate Help Topic from the dropdown menu:
Fill in the Issue Summary and describe your problem in as much detail as possible. You can also attach screenshots or documents (up to 2MB). Supported formats: .zip, .png, .txt, .pdf, .pub, .doc, .docx. Click “Create Ticket” to submit.
You can view all your tickets under the Tickets section. Here you will find the ticket number, creation date, current status, and more. Tickets are divided into two categories:
Open: Active tickets currently being worked on
Closed: Tickets that are pending user input, already resolved, or fully closed (see status explanations above)
To check a ticket’s status or view updates, click on the ticket number or ticket subject to view the full history.
To reply to a ticket, enter your message in the reply field and click “Post Reply”.

Replying to a Ticket

You can also reply to a ticket by replying to the notification email.

Email Subject

When replying via email, do not change the subject line.

Example: Ticket Lifecycle from the User’s Perspective¶

A user creates a ticket titled “user test”, which appears under status open/open:
A support agent requests additional information and updates the status to closed/pending. The user now sees the ticket under closed with a pending status:
After the user responds, the ticket is automatically moved back to open/open:
The agent resolves the issue and marks the ticket as closed/resolved:
The user can either:
Reject the resolution (replying reopens the ticket as open/open)
Confirm the resolution (also via reply)
Take no action, in which case the system will automatically close the ticket after a waiting period and mark it as closed/closed:
Finally, the ticket will transition to closed/closed_satisfaction, and the user will receive an email requesting feedback:

Created by: Andrej Sec