Information about creating a support ticket for the Libra High Performance Computing Cluster (HPC).

Overview:

Libra is SLU's HPC cluster, and support for it is managed by the Data Science and Technology (DST) team through their own Atlassian service desk, separate from SLU's central ask.slu.edu (TDX) portal. Use this article to submit a new Libra ticket to DST, and check the Common Issues section below first in case your problem is one of a few frequent ones DST sees.

Prerequisites:

Be sure to have the following before beginning the process:

• An Atlassian account for the DST Help Center (you can create one during sign-in if you don't already have one)
• Recommended: sign up or sign in using your @slu.edu or @health.slu.edu email address

Accessing the DST Support Portal:

Follow the steps below to submit a Libra support ticket through the DST Help Center:

1. Go to the DST Help Center: https://datainscience.atlassian.net/helpcenter/SLU/portal/2
2. Log in with an existing Atlassian account, or create a new one. It is recommended to use your @slu.edu or @health.slu.edu email address when signing up.
3. Once logged in, click HPC Libra Service Desk.
4. Choose the ticket type that matches your request:
   1. Routine End User Request — standard help or how-to requests
   2. Report Incident or Outage — something is broken or unavailable
   3. Sys Admin Request — account, access, or system-level changes
5. Fill in all of the requested details in the form (what you were trying to do, any error messages, and when the issue started) and submit. Complete details help DST triage the ticket faster.

Common Issues:

VPN Access

Libra is only reachable over SLU's network, either on campus or through the GlobalProtect VPN while off campus. If a user can't reach Libra (SSH, Open OnDemand, etc.) from off campus, confirm VPN is connected first. Students cannot request VPN access for themselves; a faculty member or PI must submit the request on the student's behalf using the Remote Access VPN (GlobalProtect) Request for Students or Contractors form: https://ask.slu.edu/TDClient/30/Portal/Requests/Service/45/Remote-Access-VPN-Global-Protect-Request-for-Students-or-Contractors. Confirm this request has been submitted and approved before troubleshooting further.

Home Directory Not Created

A new Libra account's home directory is not created until the user logs in via CLI (SSH) at least once. If a user's first login attempt is through Open OnDemand instead, OOD will prompt that the directory has not been created and instruct them to log in via CLI first. Have new users SSH into Libra once before using Open OnDemand.

Login Credentials and Browser Cache

Confirm the user is signing in with their correct, active SLU (or Health.slu.edu) credentials. For Open OnDemand issues, also try a fresh or incognito/private browser session in case of a stale cached login.