How to write good support requests

Writing good support requests is not only good for the support team, it is also better for you because we will understand your request sooner and will be able to resolve it faster. Below is a list of good practices.

Never send support requests to staff members directly

Always send them to support-uit@notur.no and staff members will pick them up there. On support-uit@notur.no they get tracked and have higher visibility. Some staff members work on the support line only part time. Sending the request to support-uit@notur.no makes sure that somebody will pick it up.

Give descriptive subject

Your subject line should be descriptive. “Problem on Stallo” is not a good subject line since it could be valid for basically every support email we get. The support staff is a team. The subjects are the first thing that we see. We would like to be able to classify emails according to subjects before even opening the email.

New problem new email

Do not send support requests by replying to unrelated issues. Every issue gets a number and this is the number that you see in the subject line. Replying to unrelated issues means that your email gets filed under the wrong thread and risks being overlooked.

The XY problem

This is a classic problem. Please read http://xyproblem.info. Often we know the solution but sometimes we don’t know the problem.

In short (quoting from http://xyproblem.info):

  • User wants to do X.
  • User doesn’t know how to do X, but thinks they can fumble their way to a solution if they can just manage to do Y.
  • User doesn’t know how to do Y either.
  • User asks for help with Y.
  • Others try to help user with Y, but are confused because Y seems like a strange problem to want to solve.
  • After much interaction and wasted time, it finally becomes clear that the user really wants help with X, and that Y wasn’t even a suitable solution for X.

To avoid the XY problem, if you struggle with Y but really what you are after is X, please also tell us about X. Tell us what you really want to achieve. Solving Y can take a long time. We have had cases where after enormous effort on Y we realized that the user wanted X and that Y was not the best way to achieve X.

Tell us also what worked

Rather often we get requests of the type “I cannot get X to run on two nodes”. The request then does not mention whether it worked on one node or on one core or whether it never worked and that this was the first attempt. Perhaps the problem has even nothing to do with one or two nodes. In order to better isolate the problem and avoid wasting time with many back and forth emails, please tell us what actually worked so far. Tell us what you have tried to isolate the problem. This requires some effort from you but this is what we expect from you.

Be specific

The better you describe the problem the less we have to guess and ask. Make the problem reproducible. See also next point.

Create an example which reproduces the problem

Create an example that we can ideally just copy paste and run and which demonstrates the problem. It is otherwise very time consuming if the support team needs to write input files and run scripts based on your possibly incomplete description. See also next point. Make this example available to us. We do not search and read read-protected files without your permission.

Make the example as small and fast as possible

You run a calculation which crashes after running for one week. You are tempted to write to support right away with this example but this is not a good idea. Before you send a support request with this example, first try to reduce it. Possibly and probably the crash can be reproduced with a much smaller example (smaller system size or grid or basis set). It is so much easier to schedule and debug a problem which crashes after few seconds compared to a run which crashes after hours. Of course this requires some effort from you but this is what we expect from you in order to create a useful support request. Often when isolating the problem, the problem and solution crystallize before even writing the support request.

Specify your environment

Have you or your colleague compiled the code? Which modules were loaded? If you use non-default modules and you do not tell us about it, we will waste time when debugging with in a different environment.