Getting Help

This page provides information on how to request assistance from HPC staff. Self-service help, including information on how to apply for accounts, user guides, and training materials can also be found in various locations throughout this website.

Requesting Help In-Person

For information on receiving help in person during HPC’s regularly scheduled office hours or to arrange a consultation session, see the Office Hours and Consultation page.

Requesting Help On-Line

If you cannot find the HPC information you need on this website, you can send email to hpc@usc.edu to reach HPC staff. Email sent to this address will go into ITS’ customer ticketing system, ServiceNow. Alternatively, you can fill out a request form directly on the ServiceNow self-service portal. To make a request through the portal:

  1. Go to https://itsusc.service-now.com/ess_portal. NOTE: You will be asked to log in using your USC NetID username and password.
  2. From the Request a Service menu, choose Full Service Catalog.
  3. On the service catalog page, choose Research Computing.
  4. On the Research Computing page, choose High Performance Computing.
  5. On this page, you can choose to make a general inquiry (General Inquiry) or submit a request for condo resources (Condo Resources) or to have software added or removed from HPC (Software Management).

Describing Your HPC Problem

When you send HPC staff an email or submit a request through our ticketing system, it’s important to provide the detailed information that will help us understand your problem and find the right solutions.

If you are trying to run a job, please include the following information:

  • Job ID
  • Lines from your PBS file or job submission request
  • Be sure to include any of the following that may be related to your problem:

    • Error messages
    • PBS output or error files
    • Screenshots
    • Portions of your code, for example, any libraries you install or import

Finally, please tell us if there are inconsistencies, such as:

  • Did some jobs run on some nodes but not on others?
  • Is the behaviour reproducible or erratic?
  • Has the behavior you’re experiencing changed recently? When?

If you are trying to use or install software, please include:

  • Name and version of the software
  • Commands that give you an error
  • Any error messages you receive
  • A link to the website or github repository you installed the software from
  • A link to the installation directions