[311] in Kakapo Windows Team
Re: Case 501924
daemon@ATHENA.MIT.EDU (Oliver Thomas)
Thu Feb 5 15:44:10 2004
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Cc: Oliver Thomas <othomas@mit.edu>, dupuis@mit.edu, kakapo@mit.edu
From: Oliver Thomas <othomas@MIT.EDU>
Date: Thu, 5 Feb 2004 15:44:08 -0500
To: Richard Edelson <redelson@mit.edu>
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Actually, the process is not broken and folks at the Help Desk, Athena
Consulting, and other first contact groups almost always send people to
the right place with questions or requests about the cluster. That this
did not happen in this case means that a reminder may be in order,
something I can take care of. It does not mean that we should change
the process on the fly.
Anyway, I don't really want to have a big long discussion just based on
this one errant case, but if folks feel that Kakapo should be in the
end-user problem resolution path for the 37-312 cluster, we can discuss
it at our meeting.
Cheers,
Oliver
On Feb 5, 2004, at 3:30 PM, Richard Edelson wrote:
>
> Chad,
>
> Yes, but the reason for using Kakapo was that the current process is
> pitifully broken. The Helpdesk was aware of the URL you sent and was
> still completely lost. In addition to not knowing what to do with the
> URL they did not know who to contact regarding any issue with this
> cluster, hence their desperate try at sending mail to
> winathena-suggestions. I have included part of the case to illustrate
> how multiple people there were flailing over this.
>
> Richard
>
>
> Case Number 501924
>
> 2/04/2004 16:44:29 cbis Talked to Client The client is trying to
> install "truebasic" on a machine in the windows cluster in 37-312. She
> said that the installer gets to the first screen, then freezes.
>
> I looked at some information about software installation at the
> following site:
>
> http://web.mit.edu/windows/cluster/software_form.html
>
> Apparently, the people who maintain the windows cluster want to be
> able to test software before it is installed to make sure that it will
> function properly with the other software already installed on the
> windows cluster machines.
>
> I wanted to contact or supply information to the client about
> contacting an organization which would have information about the
> windows cluster, but the windows cluster site
>
> http://web.mit.edu/windows/cluster/software_form.html
>
> seems to imply that we should be contacted with windows cluster
> questions.
>
> Who maintains the windows cluster? Who would be in charge of helping
> a client install software on these machines?
>
> Christine said that we don't maintain the cluster and that therefore
> the information on that site might be erroneously implying that we
> should be contacted with cluster problems. Who should we contact to
> change that?
>
>
>
>
>
> At 03:13 PM 2/5/2004 -0500, Chad Dupuis wrote:
>
> Hello All,
>
> Actually kakapo is not the appropriate place for these requests.
> There is a software request form on the windows cluster page -
> http://web.mit.edu/windows/cluster/software_form.html which people can
> use to request software in 37. For other more general win.mit.edu
> domain machine software requests - kakapo@mit.edu may be the right
> place.
>
>
> Cheers,
>
> -Chad
> """"""""""""""""""""""""""""""""""""""
> Chad J. Dupuis - MIT Academic Computing
> Building 37 Cluster Administrator
> Faculty Liaison Windows Specialist
> N42-040q - o:x3-1783 - c:617.201.6621
> http://web.mit.edu/acs/windows/
> """"""""""""""""""""""""""""""""""""""
>
>
>
> Richard Edelson wrote:
>
>
>
> These requests can go to kakapo@mit.edu and they will be picked up by
> the appropriate folks.
>
> Richard
>
>
>
> At 01:17 PM 2/5/2004 -0500, Casetracker wrote:
>
>
> Hello
>
> Case 501924 deals with a client who would like to install software on
> one of the Windows Cluster machines. Looking at
> http://web.mit.edu/windows/cluster/ there doesn't appear to be any
> contact information for this kind of request (besides the Help Desk).
> Is there a resource or administrator we can point this client towards?
>
> Respectfully,
>
> Nate Herzog
> ---
> Computing Help Desk
> Mac Help: 253-1101
> PC Help: 253-1102
> Email: computing-help@mit.edu
>
>
