wreq system User Guide

What is the Wreq System?

A few (edited) quotes from the wreq website:

Wreq is designed to be a distributed request/problem tracking system with a builtin knowledge database to help systems personnel to stay on top of requests and to prompt knowledge sharing among all support staff. Current version is 2.8, released on Mar. 5, 2005

People can submit requests either by accessing the local req server's URL or by sending email to the req server's email alias.

Notes (NOTS?) for email senders

• DO NOT send email to individual staff members. They may be away. They may not be the appropriate person to give you a correct or quick response. Always use the hpchelp/req address, which ensures that all support staff are circulated.

  It is preferable to receive two answers from different support people than no response. By sending to the req system, you WILL get at least an automatic response with a req #nnnn number, and can then track progress and refer to other open problems via the web site.

  Further correspondence concerning the same problem should be submitted via the web site, or by an email with a subject line containing the req number in square brackets (But check the following exceptions). Examples:

         Subject: Re: my problem on cluster A [req #1234] 
         Subject: Further information on my problem on cluster A [req #1234] 
         Subject: Further information [req #1234] my problem on cluster A
  

  If you omit the [req #nnnn] then the system will take it to be a new request and will allocate another number. Support staff will then have to "merge" the requests, and they will be counted separately.

• DO NOT use "Reply" to the automatic req response email, which tells you your request number #nnnn, unless you change the text on the subject line.

  The wreq list administrator will get an error message if you use a Subject: like

                  Re: [req #1234] Systems Support Online Autoreply
  

  like:

  From: HPCCC Support Error 
  To: reqadmin@hpsc.CSIRO.AU
  Subject: [req] Blocked message for wreq group
  X-Loop: WREQ 1
  

  The req system recognises "Systems Support Online Autoreply" and assumes it is in a mailing loop, so aborts with an Error. Please always use a subject line relevant to your problem. It doesn't have to be identical to the original request (the [req #nnnn] takes care of the database entry), but must not match one of the req system standard Subject lines.

• DO NOT use "Forward" to send email to the req system:

  If req detects FW: or FWD: in the Subject line, it assumes you want to start a new (perhaps related) req and hands out a new number, converting any occurrence of [req #nnn] to [old #nnn]. Please do not use "forward" in your mailer if you are sending to req, unless

  • you really want to start a new req
  or
  • your mail program allows you to suppress or delete the FW: or FWD: from being added to the subject line (Mailer dependent) before sending.

  If you forget this, then we will try to ensure that the "new" item is merged into the original. Note that this request will now count as two requests to solve - artificially inflating the number of unsolved/active problems.;-(

List Categories for Requests

Each server list has 6 categories of data (actually 7, counting Deleted items):

1. Active requests: all the requests/problems waiting to be resolved.
2. Resolved requests: all the resolved requests
3. FAQs: Frequently asked questions derived from requests that your server received.
4. TechNotes: A collection of documentation not available elsewhere, ideas and how-to's entered by staff members when they want to share something useful with everyone else.

Note: When you reply to a user about a request, you can include the content of any FAQs and TechNotes with your message.

5. System Log: A place to log major systems/network changes for users to view.

Note: HPCCC has never used this facility. System events and changes are notified via the User News & Advice web page

6. SOS: Questions posted by support staff members when they need everyone's help on something.

Note: HPCCC staff have never used this facility as they don't need help from anybody ;-)

What does the Req web page look like?

The standard window is divided into 2 frames. An upper frame with a list of requests, and a lower frame which is used to show the content of a request or some form or information. There is also a NoFrame option which will cause these two frames to display as separate windows(or browser tabs), for those who dislike frames.

Upper Frame (First Page)

The upper frame(or page) is divided into four sections.

1. In the upper left corner are two drop-down menus. The first permits selection of a particular list of problems. In general, HPCCC users will only be permitted to view items in the main req list. Other lists are special purpose for internal HPCCC/ASC support staff use. The second menu allows users to select which category from the above list they wish to view (Active, Resolved, FAQ, TechNotes, SOS). This list will be updated automatically every 5 minutes, so you don't have to reload it yourself to stay current.
2. Along the upper right there is a list of (links to) actions you can apply to the category you have selected (Active,Resolved, FAQs, TechNotes or SOS).
   • Search...
   look for particular text in subject,email address, or body of message.
   • List all...
   • List 25...
   • Show... shows the content of a particular request, faq, TechNote or SOS. You are asked to type in the required number and click on Show button (next to the input number), or press the Return/Enter key.
   • Reload... the list will be updated automatically every 5 minutes but if you want to check for the latest updates, click here
   • faqWin... opens a new window with the FAQs for this list
   • noFrame... get rid of those pesky frames
3. Below these first two sections is a list of requests (or faq, TechNote or SOS). For requests there will be headings over each column:
   • Req - a number allocated when the request arrived.
   • Owner - ASC/HPCCC or vendor staff assigned to this request
   • Priority - how important is this problem?
   • Status - what is happening/what are we waiting for?
   • Age - when was it submitted?
   • ActOn - when was the last action/change?
   • Sender - who reported this problem?
   • Subject - what is it about?

   The request number (first column) will be shown in green when the request was just submitted or when any new info has been added; it'll stay green until the "owner" or other support staff act on it. When you click on 'Active' or 'Resolved' in the menu at upper left, by default all requests with green request numbers will be listed first and none of the headings is red.

   Clicking on a column header will attempt to sort into order on that field, and the header will show as red. Clicking a second time will toggle back to the default order. Known Bug: If you have selected the Resolved category, Sorting does not work properly due to the storage order in the database.

4. At the bottom of the upper frame/page, there is a list of (links to) actions to give information or allow access to further information. When you first see the page, this list will be
   • Login - takes you to the login page
   • Credits - gives "About" information on WREQ authorship
   • NewReq - takes you to the web form for submission of a new request

   Once you have logged in, most users will see

   • Login - takes you to the login page
   • Logout - will log you out of wreq - destroys the cookie
   • Credits - gives "About" information on WREQ authorship
   • NewReq - takes you to the web form for submission of a new request

Useful actions:

• Click on a request number in upper frame - that request is displayed in lower frame
• Click on a Sender name (email address) in upper frame - all requests from that user (in the category you are viewing) are listed
• Click on an Owner name (email address) in upper frame - all requests assigned to that person/group (in the category you are viewing) are listed
• Click on a Subject line in upper frame - that request is displayed in lower frame - unless there are multiple requests with exactly the same Subject in which case the upper frame displays a list of such requests for further choice
• Click on a Priority value (number) in upper frame - all requests with that priority or higher (in the category you are viewing) are listed
• Click on a Status value(e.g. "in progress") in upper frame - all requests with that status (in the category you are viewing) are listed
• Click on an Age value (time since submitted) in upper frame - all requests with that age or older (in the category you are viewing) are listed
• Click on an ActOn value (time since last recorded action or response) in upper frame - all requests where the last action was at least that long ago (in the category you are viewing) are listed

Lower Frame(Second Page)

What you see here depends on the link chosen from the upper frame. The base URL http://intra.hpsc.csiro.au/cgi-bin/wreq/req?list shows the Credits page for the Wreq system in the lower frame (same as clicking on "Credits" at the bottom of upper page).

• Click on a request number in upper frame - that request is displayed in lower frame
• Click on a Subject line in upper frame - that request is displayed in lower frame - unless there are multiple requests with exactly the same Subject in which case the upper frame displays a list of such requests for further choice
• Click on Search in upper frame - Search form is displayed in lower frame
• Click on Login in upper frame - Login page is displayed in lower frame
• Click on Logout in upper frame - Confirmation of Logout is displayed in lower frame
• Click on Credits in upper frame - Credits page is displayed in lower frame
• Click on NewReq in upper frame - New request form is displayed

Logging In to Wreq

Trying to report a problem via http://intra.hpsc.csiro.au/cgi-bin/wreq/req sends me to a login page. Nothing I tried there lets me in. Trying to check on the progress of a problem is similar.

You must be browsing from a CSIRO (or Bureau or NEC) machine to be allowed access. If you are, then fill in the Login form if asked. The Your Name: and Location/Phone#: fields may be useful to us but are not used by the system (just passed through and recorded). The crucial bit for the login is your Email Address. Always use the same one, because it becomes your effective User Id for req. If you have never logged in before, your password is initially not set. You should set one by typing into the Password field.

Once logged in, provided your browser has "cookies" enabled, req records who you are as a cookie on your machine. So next time you are browsing, you will not see the Login page - that is unless:

• you used the Logout link last time at the end of session;
• you (or some utility) cleaned out your cookies file since last login.

Changing my Wreq password

To change your password, first make sure you are logged in. Then click the Login link again. You should now see your Email address filled in, and two fields - Password and New Password. Fill in the old and the new as requested. Login, then Logout and Login again to check the change.

How do I Search the database?

There is a "Search" link on the page you (should) reach at http://intra.hpsc.csiro.au/cgi-bin/wreq/req?list Use the "keywords" field to search the entire transaction. Other search fields should be obvious enough. Use your browser "find" to search within a req problem report. Follow the numbered links at the top of a req page to view "merged" problems.

Caveat vestigator: It seems that searching in req is limited to the "top level" requests. So text/subject/email search for something which is in a merged request doesn't show up :-( This is a bug.

What's the Priority of my request?

My problem is listed with priority 25 which is less than "normal". I don't consider my problem to be less important than average. How is it determined?

The priority is assigned by a text-based classification, which has an underlying numeric mapping which is shown. For instance, if your problem was assigned as "other compiling/linking problem" priority, then it is mapped to a numerical value of 25. Yes the number is less than the "normal priority" (30), but this does not mean we think it is "worth" less. It is simply a reflection of the way the software deals with these things, and the categories we have set. Each has a different priority number, but they have been grouped into the "critical" ones - above the "normal" - and the "normal" - above the rest. You can indeed argue forever about whether a "critical" compiler problem is more or less important than a "critical" batch job problem, but we do not worry about such things. The preferred ordering would be approximately a three way categorization, which is what underlies the mapping used at HPCCC/ASC:

• Critical - "I can't do anything until this is fixed" - currently any priority above 30;
• Normal - "This is a real problem, limitation or annoyance, but I can continue working" - currently priorities 14-30
• Other - "Please tell me how/ reset my password/ did you know this" - currently priorities 1-13

It would be preferable for the text label rather than the numeric value to be shown by req; and that the software assign a default (not zero) to unclassified incoming problems. However the req system is set to use the priority (number) as the default display order, with unclassified (0 - usually the newest) at the top. This is logical from the support staff point of view as we want to see the most important problems first. Note that if you submit problems via the web based form, you can choose the priority category yourself (But we may still change it within HPCCC;-).

Viewing/Browsing order

You can choose which field (column) governs the sort order by clicking on the header for that column. When starting up I usually choose

• NoFrame
• List25 from the links at the top;
• then click on the Column header "Req" which then causes the

display to be sorted by Req# (close to chronological, you could also choose "Age"). Clicking again toggles back to the previous order. Clicking on your name in the "Sender" column restricts the display to just your requests. Note that this means "Search" is not often needed because of the above facilities.

Can I set my own wreq Preferences?

Is there some way to set "preferences" so that a preferred view of the req list is used on startup?

Apparently not. Users would like to be able to set some defaults so that they don't need to go through a ritual on start up. See also next topic...

Problems with wreq?

Suggestions for improvements can be sent to the "wreq" system maintainers by emailing to wreq@math.duke.edu or via their Problem reporting website . I have not found Mr Yu to be very responsive to requests. If you are lucky, some other knowledgeable wreq user will often provide a solution. You can also use their site list, switch to "Resolved" requests, and do a "Search" for related Keywords, to see if others have had the same problem.

Len Makin