{"id":13972,"date":"2024-11-12T14:26:50","date_gmt":"2024-11-12T19:26:50","guid":{"rendered":"https:\/\/carleton.ca\/scs\/?p=13972"},"modified":"2026-06-23T17:12:31","modified_gmt":"2026-06-23T21:12:31","slug":"prepare-an-openstack-instance-support-request","status":"publish","type":"post","link":"https:\/\/carleton.ca\/scs\/2024\/prepare-an-openstack-instance-support-request\/","title":{"rendered":"Prepare an Openstack Instance Support Request"},"content":{"rendered":"\n
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\n Prepare an Openstack Instance Support Request\n <\/h1>\n \n \n <\/header>\n\n <\/div>\n\n <\/div>\n\n <\/div>\n<\/section>\n\n\n\n
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Openstack technical support is provided by the SCS Technical Staff<\/strong>. In order to provide effective support, please include the following items in your email so that we have as much information as possible.
\nWARNING:<\/strong><\/span> To be provided technical support, you must first:<\/p>\n\n\n\n

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  1. Have thoroughly reviewed the technical support articles found on our Openstack Technical Support<\/a> page.<\/li>\n\n\n\n
  2. Followed these instructions for getting in-person support<\/a>, which includes first engaging with your TAs<\/strong> and Lab Coordinators<\/strong>, who are trained to help with many issues.<\/li>\n<\/ol>\n\n\n\n

    Openstack Support Request Email<\/h2>\n\n\n\n

    When you email the SCS Technical Staff to request Openstack technical support, you must include the following items in your email:<\/p>\n\n\n\n

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    1. Course Code<\/strong> for your course, including the section number

      eg: 1) COMP1405A-W22<\/strong><\/code><\/li>\n\n\n\n
    2. Openstack Project Name<\/strong> for your course

      eg: 2) COMP1405-W22<\/strong><\/code><\/li>\n\n\n\n
    3. Confirmation that you can Login to Carleton’s VPN<\/strong> as per these VPN connection instructions<\/a>

      eg: 3) YES - I can login to VPN<\/strong><\/code><\/li>\n\n\n\n
    4. Openstack Instance Name<\/strong> for the instance that you are experiencing problems

      eg: 4) readthedocs-03<\/strong><\/code><\/li>\n\n\n\n
    5. Openstack Floating IP Address<\/strong> for the instance that you are experiencing problems

      eg: 5) 134.117.26.78<\/strong><\/code><\/li>\n\n\n\n
    6. Description of the Problem<\/strong> including:\n
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      • General explanation of the problem<\/strong> – an overview of what you are trying to do and what is not working<\/li>\n\n\n\n
      • Exact steps<\/strong> to reproducing the problem so we can attempt to reproduce it as well<\/li>\n\n\n\n
      • List any error messages or error codes<\/strong><\/li>\n\n\n\n
      • Provide screen captures or photos<\/strong> of any errors or other problems, where possible<\/li>\n<\/ul>\n<\/li>\n\n\n\n
      • Names of the people (TAs, Lab Coordinators, and\/or Instructors)<\/strong> that you worked with so far on this technical issue

        eg: TA 1: John Doe; TA 2: Jane Doe; Lab Coordinator: Jon Smith<\/strong><\/code><\/li>\n<\/ol>\n\n\n\n
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