ServiceRequestsRev1

Purpose

This page provides HPC and big data users information on how to report a problem or make a request via a service request.

Use the information provided below, instead of email to ARCS, for reporting problems or making requests.

Following the procedures below should result in the same level of service as users have historically had.

Service requests

A service request (SR) generates a service ticket number, which is used to record and track the SR. The data collected from this process is useful in:

• Determining what are frequently re-occurring problems, and taking appropriate measures
• Securing increased resources to address problems

Common HPC service requests

HPC requests list

How to make a service request

1. IST Service Desk (SAML login) This will immediately:
   • Generate a service ticket
   • Inform you by email of the service ticket number
   • Assign that service ticket to ARCS (if appropriate)

   Note: You can forward the email you receive containing the service ticket number to arcs@njit.edu, to cover those cases where the service ticket does not get properly assigned.

   OR

2. Send mail to hpc-request@njit.edu; mail to this address goes to the Service Desk - where the service ticket is created - and to ARCS
• This will result in a service ticket being assigned to ARCS
• The sevice ticket will be created immeditely
• It may take up to 4 hours for the service ticket to be assigned
• For emergency situations, put "EMERGENCY" in the email Subject line
• ARCS will act on valid emergencies ASAP without having a service ticket number