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Questions and issues regarding PLGrid Infrastructure should be reported via PLGrid Helpdesk platform.

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Good practices in issue reporting

Note

Please describe your issue or question with in detail.

Also, provide the following (if applicable):

  • application information (name, version),
  • cluster where the problem occurs,
  • scripts and inputs files you are using so that we can reproduce the problem,
  • error message - copy it ot attach screenshots

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  • Helpdesk web interface: https://helpdesk.plgrid.pl - for registered PLGrid users, 
  • E-mail at helpdesk@plgrid operator@plgrid.pl - for potential (unregistered) users. An e-mail sent to this address is registered as a ticket. After registering a ticket you will receive an automatic response.

Reporting via Helpdesk PLGrid 

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Helpdesk PLGrid web interface


PLGrid web Webservice platform for issue and question reporting is:

https://helpdesk.plgrid.pl

To log in to Helpdesk Platform use the same login and password that you use for Portal other PLGrid (PLGrid registration/login credentialsservices (e.g. user portal, clusters etc).

Helpdesks interface allows users to report new issues or questions and view their existing cases (tickets).

Create a ticket

In order to create a ticket go to the "Dodaj zgłoszenie" tab.

The illustration below shows a case creation form. It consists of the following fields:.

  1. Issue Description ("Treść") - please describe your question or issue in detail (see section Good practices in issue reporting).
  2. Resource Grant's ID
  3. Attachment browser.

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  1. Grant ID ("ID grantu") - provide grant ID if applicable (e.g. you have a problem with using resources or wish to renegotiate your grant).
  2. Attachment ("Załącznik") - you can attach files (please attach your script/input files or error message screenshots).

In order to create a ticket click the green button "Dodaj zgłoszenie".

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View your tickets

In order to view your tickets go to the "Moje zgłoszenia" tab. 

The main view shows a list of reportscases reported by you. It contains linked "HD-number of report/ticket which follows to ticket's details, shortcut of description, status and last update.

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Ticket's details/ Report's details shows its history: reports description, comments, status, date of reporting and updates.

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" links to your tickets.

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After clicking on each link you will see its:

  • issue description ("Treść zgłoszenia"),
  • history ("Komentarze"),
  • details ("Szczegóły") such as: status, last modification date and creation date,
  • attachments ("Załączniki").

In this view you can communicate with the Helpdesk team by:

  • adding a comment (green button "Dodaj komentarz") or
  • adding an attachment (green button "Dodaj załącznik").