ABI Knowledge Base

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support [2026/04/08 00:28] – created support page avsupport [2026/05/10 18:05] (current) – varinka
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 ====== Support & Contact ====== ====== Support & Contact ======
 +
 +===== Ticketing System =====
 +
 +For IT requests, project setups, access issues, and technical problems, **open a ticket** at **[[https://support.abi.am/]]** <3
 +See **[[support:ticketing|Ticketing System Guide]]** for full instructions on how to log in and create tickets.
  
 ===== How to Get Help ===== ===== How to Get Help =====
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 ^ I need... ^ What to do ^ ^ I need... ^ What to do ^
 | An account on the cluster | Email [[mailto:it-support@abi.am|it-support@abi.am]] with your name, email, and SSH public key. See [[getting_started:new_member|New Member Onboarding]]. | | An account on the cluster | Email [[mailto:it-support@abi.am|it-support@abi.am]] with your name, email, and SSH public key. See [[getting_started:new_member|New Member Onboarding]]. |
-| Software installed on the cluster | Email [[mailto:it-support@abi.am|it-support@abi.am]] with the tool name, version, and homepage. Or [[software:conda|install it yourself with Conda]]. | +| Software installed on the cluster | Open a ticket at [[https://support.abi.am/]] or [[software:conda|install it yourself with Conda]]. | 
-| Help with Slurm / running jobs | Check the [[software:slurm|Slurm Guide]], then email IT if your issue is not covered. | +| Help with Slurm / running jobs | Check the [[software:slurm|Slurm Guide]], then open a ticket at [[https://support.abi.am/]] if your issue is not covered. | 
-| Help with a bioinformatics analysis | Ask your project lead or email the team mailing list. *TODO: add project-specific contacts or mailing list.* |+| Help with a bioinformatics analysis | Ask your project lead or email the team mailing list. |
 | Help with this wiki | See [[getting_started:wiki_editing|How to Edit This Wiki]] or just ask -- someone will help. | | Help with this wiki | See [[getting_started:wiki_editing|How to Edit This Wiki]] or just ask -- someone will help. |
-| To report a server/infrastructure issue | Email [[mailto:it-support@abi.am|it-support@abi.am]] with a description of the problem, the server name, and any error messages. | +| To report a server/infrastructure issue | Open a ticket at [[https://support.abi.am/]] with a description of the problem, the server name, and any error messages. | 
-| General IT help | Email [[mailto:it-support@abi.am|it-support@abi.am]] |+| More storage / disk space | Open a ticket at [[https://support.abi.am/]] -- specify the project and how much space you need. | 
 +| Access to a project or directory | Open a ticket at [[https://support.abi.am/]] with the project name and your username. | 
 +| General IT help | Open a ticket at [[https://support.abi.am/]] or email [[mailto:it-support@abi.am|it-support@abi.am]] |
  
 ===== Contact ===== ===== Contact =====
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 **Q: How do I change my password?** **Q: How do I change my password?**
  
-A: *TODO: Describe password change procedure. If passwords are managed via LDAP, the admin changes it. If there is a self-service option, document it here.*+A: Run ''setabipasswd'' on the server. The first time you set your password, it will not ask for your old password. This password is used for [[https://git.abi.am|Git]], [[https://support.abi.am/|Ticketing]], and [[https://wiki.abi.am/|Wiki]].
  
 **Q: How do I add someone to my project?** **Q: How do I add someone to my project?**