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ESPRI User Support

Best practices

  • Start by reading the FAQ
  • Contact the support with your registered e-mail address ( use the user-info command on the cluster to find it)
  • Always put your login name in tickets (we dont know everybody)
  • Remember that you're writing to a Support Ticket System (, not to a mailing list.
  • Try to be precise, even in the subject ( e.g. : which cluster are you working on ?)
  • Only One problem or question per ticket
  • Please, do not send graphical screenshots of a terminal to the support ticket system, we can't select messages inside in this case
  • Never use reply to an old ticket to open a new ticket for a new problem ( because it's added to the old ticket )
  • do not write to two support system in the same mail ( writing in one system can reopen in the other, creating an infinte loop )
  • For SSH or graphical problems, don't forget to give us your workstation OS type and version. In case of Windows OS, wich ssh client is used
  • For Slurm (or PBS) job problems, it's better to give us the cluster name, job number and in case of an error, the submitting command, path and script name launched, path and job output filename
  • When a ticket is closed and your problem is solved, even if it's nice, it's not necessary to respond thank you to the ticket system. This answer reopens the ticket and we have to close it again

question : [2342] Nothing is working today
answer : Hum it's seem that ticket system is working fine today