Difference between revisions of "Getting Help"

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= Getting help =
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== Introduction ==
 
  
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Part of the role of the CMS team is to support members of CLEX with computational isues such as those arising with running models, accessing data and analysising data.
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== CMS help ==
  
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The CMS team supports a range of models (listed in the navigation bar on the left\ hand side of the page). We can provide assistance for other models, but this will be limited in scope and dependent on the availability of team resources. We also support analysis and other general conputing tasks on NCI machines. We can provide general advice for activities undertaken at other sites, or on home machines, but this is necessarily limited as we have no control over, or familiarity with other systems.
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The CMS team supports CLEX members with computational issues: 
  
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There are a number of different ways to contact the CMS team to get support:  
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*'''Running Models''': we support several models (see navigation bar on the left) and assist with others, subject to limitations of scope and team resources.   
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*'''Data Analysis''': we assist with analysis and general computing tasks on NCI machines, and offer only limited support on other sites or home machines as we possess neither control over nor familiarity with such systems.
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*'''Data Access and publishing''': we offer assistance in publishing data and accessing climate data available at NCI.
  
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*Through the CLEX slack workspace [https://arccss.slack.com arccss.slack.com]
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The CMS team can be contacted for support through: 
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*Climate Weather Science helpdesk [mailto:cws_help@nci.org.au cws_help@nci.org.au]   
 
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*[[One-on-one_calls|One-on-one videocall]]
 
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*In person with local [[Media:CMS|CMS team member]]
 
  
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The slack workspace is a good way to contact other CLEX members as well as the CMS team. It is best suited to shorter less complex queries in general. There are a number of channels focussing on different topics. When asking for help it may be that someone else from the Centre will have some useful feedback.
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*The Climate Weather Science (CWS) helpdesk '''<span style="color:#16a085;">cws_help@nci.org.au</span>'''
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*[[One-on-one_calls|One-on-one_videocall]]
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*In person meetings with local&nbsp;'''[http://climate-cms.wikis.unsw.edu.au/CMS CMS team members]'''
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*CodeBreak
  
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The help desk email is the preferred method for requesting help, as the CMS team members take turns to monitor the helpdesk and triage any queries to allow time for other activities. We also cover for team absences.
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The CWS help desk is the preferred contact method as it allows the CMS team to prioritize queries so as to set aside time for other CMS duties, provides transparency of open requests to all CMS team members , and gives the CMS team flexibility to cover for team absences. Simply outline your issue in an email to '''<span style="color:#16a085;">cws_help@nci.org.au</span>''' to open a ticket on our helpdesk.
  
 
== Guidelines for help requests ==
 
== Guidelines for help requests ==
  
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When seeking assistance there are some steps you can take that will help to&nbsp;make the most efficient use of &nbsp;everyone's time:
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'''Before seeking assistance:'''
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*Follow the&nbsp;'''[http://climate-cms.wikis.unsw.edu.au/Troubleshooting troubleshooting guide]'''
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*Read relevant documentation on our wiki or&nbsp;'''[https://climate-cms.org/ blog]'''
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*Google it&nbsp;!
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'''When seeking assistance''':
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*Reduce'''&nbsp;'''your query if possible to a minimal reproducible example '''('''Stack Overflow has a&nbsp;'''[https://stackoverflow.com/help/minimal-reproducible-example nice description of what this means])'''
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*Submit separate help requests for significantly new queries instead of appending to existing tickets
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*Ensure required directories and/or files&nbsp;'''[http://climate-cms.wikis.unsw.edu.au/Tips:_Custom_file_permissions_at_creation have group permissions]&nbsp;'''that make them accessible to us. For example, NCI /home directories by default are not, so you will need to change their permissions, but typically we can access the NCI /scratch and /g/data for your group
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*Include all relevant information in your help request:
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**If a script/command generates an error, provide an exact reproduction of the script/command typed and error message
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**What have you tried so far to troubleshoot
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**Background info about your task (as we might be able to suggest instead a different approach) with links to any references invoked in your request
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**Platform used for your task (e.g., your machine/OS, NCI Gadi, OOD, accessdev). If NCI, supply your username, and if Gadi indicate if the issue was in a login session or the PBS compute nodes
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**Specify any environment variables set and modules loaded, and if loaded in your .bashrc or .bash_profile files (not recommended). For errors with the conda environment we support, include the environment version.&nbsp;  
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**Upload any required code to '''[https://gist.github.com/ gist.github.com]&nbsp;'''or '''[https://docs.github.com/en/free-pro-team@latest/github/getting-started-with-github/create-a-repo create a GitHub repository]&nbsp;'''for more complex examples. If barred by licensing issues, put it on NCI and provide the path. Never send copies of your code. 
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*Do not send code or error messages as screenshots or poorly formatted text
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'''After seeking assistance''':
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*You should receive a reply to your query within 24 hours during normal business hours
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*We will provide a solution to your problem (if within scope), or a work-around, or an explanation for why it is currently unsolvable
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*You should expect updates required for current tickets to take at most a week during non-holiday periods
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*Consider if you need some '''[http://climate-cms.wikis.unsw.edu.au/Training training] '''to improve your skills
  
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*Include all relevant information, for example if a command produces an error make sure to include the exact command run, including all arguments, or the path to the script being run, the directory where the command was executed and if relevant, the modules that were loaded, or environment variables that were set
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If any of the above expectations are not being met, please contact the CMS team.
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*Please check to make sure any specified directories and/or files [[Tips:_Custom_file_permissions_at_creation|have group&nbsp;permissions set]] such that they can be accessed
 
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*Where appropriate reduce your query to a minimal&nbsp;reproducible example (Stack Overflow has a [https://stackoverflow.com/help/minimal-reproducible-example nice description of what this means], note that the formatting requirements are redundant)
 
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*Upload any code to [https://gist.github.com gist.github,com] or for more complex examples [https://docs.github.com/en/free-pro-team@latest/github/getting-started-with-github/create-a-repo create a GitHub repository]&nbsp;
 
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*Please '''do not''' send code or error messages&nbsp;as screenshots or poorly formatted text&nbsp;
 
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*Please submit new help requests for substantially new queries and not just append to existing queries. This makes sure any new&nbsp;query is visible to all team members, and can be triaged appropriately. We also have the satisfaction of completing a task rather than have it drag on interminably
 
  
 
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Latest revision as of 17:54, 20 February 2023

 


CMS help

The CMS team supports CLEX members with computational issues: 

  • Running Models: we support several models (see navigation bar on the left) and assist with others, subject to limitations of scope and team resources. 
  • Data Analysis: we assist with analysis and general computing tasks on NCI machines, and offer only limited support on other sites or home machines as we possess neither control over nor familiarity with such systems.
  • Data Access and publishing: we offer assistance in publishing data and accessing climate data available at NCI.

The CMS team can be contacted for support through: 

The CWS help desk is the preferred contact method as it allows the CMS team to prioritize queries so as to set aside time for other CMS duties, provides transparency of open requests to all CMS team members , and gives the CMS team flexibility to cover for team absences. Simply outline your issue in an email to cws_help@nci.org.au to open a ticket on our helpdesk.

Guidelines for help requests

Before seeking assistance:

When seeking assistance:

  • Reduce your query if possible to a minimal reproducible example (Stack Overflow has a nice description of what this means)
  • Submit separate help requests for significantly new queries instead of appending to existing tickets
  • Ensure required directories and/or files have group permissions that make them accessible to us. For example, NCI /home directories by default are not, so you will need to change their permissions, but typically we can access the NCI /scratch and /g/data for your group
  • Include all relevant information in your help request:
    • If a script/command generates an error, provide an exact reproduction of the script/command typed and error message
    • What have you tried so far to troubleshoot
    • Background info about your task (as we might be able to suggest instead a different approach) with links to any references invoked in your request
    • Platform used for your task (e.g., your machine/OS, NCI Gadi, OOD, accessdev). If NCI, supply your username, and if Gadi indicate if the issue was in a login session or the PBS compute nodes
    • Specify any environment variables set and modules loaded, and if loaded in your .bashrc or .bash_profile files (not recommended). For errors with the conda environment we support, include the environment version. 
    • Upload any required code to gist.github.com or create a GitHub repository for more complex examples. If barred by licensing issues, put it on NCI and provide the path. Never send copies of your code.
  • Do not send code or error messages as screenshots or poorly formatted text

After seeking assistance:

  • You should receive a reply to your query within 24 hours during normal business hours
  • We will provide a solution to your problem (if within scope), or a work-around, or an explanation for why it is currently unsolvable
  • You should expect updates required for current tickets to take at most a week during non-holiday periods
  • Consider if you need some training to improve your skills

If any of the above expectations are not being met, please contact the CMS team.

 

 

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