Hartree Centre Customer Services Group launches the new and improved Self-Service Portal for 2019.

Launch Date: 4th February 2019

Save the link: https://stfc.service-now.com/hartreecentre

Status Page: https://stfc.service-now.com/hartreecentre?id=hartree_status_page

We are pleased to announce the new and improved Self-Service Portal for 2019 maintained and developed by the Hartree Centre Customer Services Group.

From the Customer Services Surveys which have been available over the past year, we have brought together all of the feedback provided by our users in order to review and develop a more interactive and engaging portal to share the latest HPC System news and to provide support.

The new Self-Service Portal offers a range of features in order for you to successfully gain information, report any issues or ask for assistance when necessary. Our new portal is designed to encourage self-help and the sharing of knowledge.

The Importance of a Portal:

o Provides one central place to gain support.

o Easy to communicate with the Hartree Centre.

o Keeps track of all issues and requests raised.

o Ensures the correct team is looking into your query.

o Ensures that each user gains a response within a reasonable amount of time.

How is the New Self-Service Portal Better?

o Users can track their tickets more easily.

o Provides a platform to collaborate with other users via the community.

o Navigation of the portal is simple and easy to use.

o By providing a community for the frequently asked questions, this will allow the support teams to deal with more complicated issues/queries therefore reducing the timescales on responses.

o Provides a platform for users to contribute to the knowledge library as well as the support teams.

New Features Include:

A Public Status Page which shows all status updates for Scafell Pike without logging in for your convenience.

An additional Status Page for once you have logged in. Here it is possible to view the status updates for all other HPC Systems.

‘LEARN IT’ is our central place to hold all of our user guides for using the HPC Systems. This area is continuously growing and all contributions can be submitted via the ‘REQUEST IT’ page. All user guides will be migrated from SAKAI to the new portal.

‘QUESTION IT’ is our new user community for asking day to day questions to other users. This means frequently asked questions will appear when searched for and the answer will be ‘marked as correct’ so that you do not need to submit a request.

‘CHECK IT’ is the view all of your own personal issues or requests raised and it is possible here to respond to our support team.

‘REQUEST IT’ is where you can submit a query to our support team for assistance. Whether it be for software installation, a general question or a reservation on one of the HPC Systems.

‘REPORT IT’ is where you can fill out the issue form if you have experienced a problem, this form will then be assigned to the support team to investigate. ‘Feedback Surveys’ is how we gather your vital feedback in order to continuously improve. It is possible to provide feedback on the New Self-Service portal, HPC Systems and the Technical Support that we provide. We believe in providing an excellent standard of customer services. Your feedback is vital in allowing us to measure the system performance levels, ease of use and customer satisfaction allowing us to improve the service we provide. All suggestions and results will be taken into consideration to allow us to improve the Hartree Centre’s Services. The Hartree Centre takes your comments very seriously and will be using the information you have provided to improve our service. So much so, responses may be used for publicity and/or promotional material. ‘Portal Help’ provides a user guide to using the new Self-Service Portal. This guide is accessible without logging into the portal.

‘Profile’ is where you are able to upload a photo and bio for the community, update your contact details and change your password.

Lastly the ‘Policies’ page shows all of the important documentation regarding:

• Acceptable Use Policy.

• Data Collection and Data Protection Policy.

• User Community Policy.

• UKRI – Privacy Notice.

• Complaints and Governance.

• SAFE User Registration Service and Data Protection.

• User Registration Terms and Conditions.

• UKRI – Freedom of Information.

• Service Level Agreements.

We hope you find the new Self-Service Portal helpful and easy to use. If you have any issues or questions, please review the user guide or contact the Customer Services Group via the ‘REQUEST IT’ page of the portal.

To see additional details about using the Hartree Centre resources and installed applications you will need to be a registered user. If you are part of an agreed project, and wish to apply for an account, please use SAFE: https://um.hartree.stfc.ac.uk .

Hartree System Status and Information

The Status Page has now migrated to the Hartree Centre Self-Service Portal Homepage.

Status Page: https://stfc.service-now.com/hartreecentre

ServiceNow Credentials:

Username = Email Address. (Not your SAFE or HPC machine username). Password needs to be requested when first logging on.

If you experiencing any issues logging in, please select the 'reset your password here' button from the Self Service Portal log in page and enter your email address for BOTH the username and email address fields. This will trigger an email to your inbox with a temporary password. If the issue persists, please email hartree@stfc.ac.uk

Acknowledgements

Please use the following paragraph to acknowledge use of Hartree Centre resources in your reports and publications.

We acknowledge use of Hartree Centre resources in this work. The STFC Hartree Centre is a research collaboratory in association with IBM providing High Performance Computing platforms funded by the UK's investment in e-Infrastructure. The Centre aims to develop and demonstrate next generation software, optimised to take advantage of the move towards exa-scale computing.

Hartree User Guide

Please note that this on-line guide is under continual development. Please inform us of any inaccuracies and omissions that you notice. Suggested additions are also welcome.

Contents

• General Information
  • Welcome - about us
  • Enquiries - contact us
  • FAQ - frequently answered questions
  • Resources - what we have and how you can use it
• Access to Systems and Help Desk
  • Projects - details of project set-up and administration
  • SAFE User Guide - how to register for a user account
  • ServiceNow - about the Service Desk system
  • Password Policy - Current password policy
  • Access - logging on, SSH keys and all that
  • JADE full user guide for the Joint Academic Deep-Learning Endeavour Tier-2 system
• Running Jobs on our Systems
  • Jobs on Scafell Pike - how to submit jobs and use the batch queues on Scafell Pike - chapter currently under development
  • Jobs on JADE - quick guide on how to submit jobs and containers to the Slurm workload manager on JADE
  • Jobs on Panther and Paragon - additional information for submitting LSF Data Mover jobs on Panther and Paragon (Power-8)
  • Batch queue policies - information on how the batch queues are configured
  • Managed Software - what is installed on the systems and how to use it. See also the HOWTOs below
• Using Software Development Tools
  • Development for X86_64 - how to compile programs and use the tools on Scafell Pike, Iden and Napier
  • Development for Power-8 - how to compile programs and use the tools on Panther and Paragon
• Energy Efficient Computing Systems - how to use the Energy Efficient Computing systems
  • DeLorean (Maxeler) User Guide
  • Neale (Novel Cooling) User Guide
• Further Information
  • Dawson - Examples of how Dawson big data systems will be used.
  • Training and Events - how to use the training facilities on site
  • Additional Support - guides, FAQs, News, etc.
  • Tips and tricks - random things that may help - all additions welcome!
• Document Repository - for public documents
• Historical Pages for Information Only (no longer supported)
  • Jobs on Iden and Napier - how to submit jobs and use the batch queues on Invicta, Iden and Napier
  • Visualisation Facilities - information about Hartree Visualisation facilities and remote visualisation
  • Iden (Xeon Phi Cluster) User Guide
  • Ace (ARMv8) User Guide
  • Jobs on Bifort and Bantam - how to submit jobs and use the batch queues on Bifort and Bantam (Blue Joule)
  • Development for Bifort and Bantam - how to compile programs and use the tools on Bifort and Bantam (Blue Joule)
  • Bantam - Blue Gene Active Storage (BGAS) on Bantam

HOWTOs

The HOWTOs are specific examples of using the managed software and include sample submission scripts and information about licenses and required citations and links to on-line user manuals.

• HOWTOs - Examples of using various packages.

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