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DTSTART;TZID=America/Denver:20191118T113000
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UID:submissions.supercomputing.org_SC19_sess116_pec420@linklings.com
SUMMARY:HUST19 Panel: HPC User Tickets Discussion
DESCRIPTION:Workshop\n\nHUST19 Panel: HPC User Tickets Discussion\n\nMcLay
 , Moore, Frederick, Guilfoos, Edberg...\n\nThis panel discussion will focu
 s on HPC user support tickets: \nFor HPC centres large and small "ticketin
 g" systems are implement to allow the System Administrator and User suppor
 t teams to track a range of service issues.  This non-comprehisive list ca
 n including issues with file systems, networking, computer hardware (memor
 y, cpu and gpu) service enhancements,  new user issues, and software insta
 llation.\n\nThis is also often the only means of interaction with users w
 ho are more often than not remote to your centre.  Which can give good or 
 bad impressions on how your centre is run.  \nDr. Lissa Moore and Alexandr
 a DeLucia will give a short presentation about their experience to analyse
  HPC support ticket systems and develop a proof of concept tools to automa
 te tasks around category assignments.\n\nThe panel discussion hopefully
  to lead to a better understanding of what are some of the better methods 
 of handling ticket as well as some of the issues and challenges of user ti
 ckets.\nSome of the areas of discussion include:\n* Quality of information
  in the support ticket both "a priori" and "a posteriori".\n* Detecting op
 portunities for user education\n* Increasing the "knowledge base" of the u
 sers and the support staff.\n* Challenges of legacy practices and adoption
  of new practices.\n* Can we achieve Dr. Moores and Ms. DeLucia goal of mo
 dernising how HPC Support tickets to allow the creation of better tools to
  faster analysis and issue resolution.\n\nTag: Workshop Reg Pass, Datacent
 er, HPC Center Planning and Operations, Parallel Application Frameworks, T
 ools\n\nRegistration Category: Workshop Reg Pass, Datacenter, HPC Center P
 lanning and Operations, Parallel Application Frameworks, Tools
URL:https://sc19.supercomputing.org/presentation/?id=pec420&sess=sess116
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