MSI Support Staff
If you need assistance from our team of support staff, system administrators, or computational scientists, please email help@msi.umn.edu. This will automatically create a ticket for you.
Ticket response times: Urgent requests sent during regular business hours are often able to be handled within several hours. One of our staff members will respond within 3 business days (often less) to requests for other non-urgent matters. Our system administrators rotate through an on-call schedule for weekends and non-business hours to handle emergency service outages.
Please do not email our staff members directly. Tickets are triaged throughout the day to ensure every request has equal opportunity to be addressed. It is important to have all requests remain in the ticketing system. We encourage you to provide as much information in the initial ticket request to help expedite issue discovery. We make every effort to provide you with assistance in a timely manner.
Support Staff
Our Help Desk staff and students can assist in addressing many questions about MSI systems and services. Our Research Informatics staff offer consultation services on software, pipelines, data analysis, and more. Our Operations staff address issues with our Agate cluster, storage, and more.
Email - help@msi.umn.edu
Phone support - (612) 626-0802
Online Office Hours - Visit our sign up page to schedule a remote meeting time.
Alerts and Notices
Our Support staff will manually update our status page during business hours to notify users on scheduled maintenance periods and systems facing issues that are being investigated.
Help Desk Office Hours
Our Help Desk is in operation Monday to Friday
9am - 12pm CST
1pm - 4pm CST
Users may visit Level 1 support staff in 599 Walter Library for in person assistance.
Creating a new support ticket
Users are encouraged to include the following information when creating a support ticket to expedite the ability of our staff to become familiarized with your request.
Access related
What is your local operating system?
Are you connecting from off UMN campus? (If yes, be sure you are on the VPN to access MSI services)
Were you recently invited to an MSI project?
Compute / Slurm
What is the job id that you are working with?
Description of your workflow, was it migrated from another compute environment?
Is the issue new? What is the approximate date the last time the workflow worked?
Software Installation
What is the link to the installation documentation?