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

Launch Date: 4th February 2019

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

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

HartreeCentre

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: external link: 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: external link: https://stfc.service-now.com/hartreecentre

Hartree Centre Self Service Portal 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

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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