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Mantis Frequently Asked Questions

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Q: Do I have to register for a Mantis account?

A: You do, but registration is an automated process. Your account will be created instantly. Internet access and an e-mail client (of some sort) are needed to register.

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Q: Is it difficult and/or time consuming to sign up for a Mantis account?

A: No. Just go to http://ced.berkeley.edu/computing/arch/help, and click "Signup for a new account" near the top. Account creation takes 30 seconds, and you only have to do it once.

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Q: How long does it take to actually enter a ticket? We don't have all day, and my computer is already making me angry.

A: It depends on the complexity of the problem, but it shouldn't take more than 2 or 3 minutes. Please, please, please: Provide as much information about the problem as you are able; try to be complete. Include error messages (verbatim, please), symptoms, predicate events, etc. We may well ask follow-up questions, but the more complete your description, the better (and faster) we'll be able to get to work to help you.

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Q: What if I can't get online to open the ticket?

A: In that case, either get a companion to enter the ticket for you or use their computer (with permission, of course!), or call/e-mail Guy Vinson or Andres Alvarez depending on the nature of the problem.

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Q: What determines what constitutes an "urgent issue"?

A: Just use your best judgment. Can't plot for a pin-up tomorrow because the plotter caught fire? Probably urgent. Really, really, really need iTunes 8 on a lab computer? Probably not urgent. Server down? Urgent. Keyboard totally gross? Certainly nasty; probably not urgent. When you open the ticket, you indicate whether the priority is urgent, so it's your call. That said, be cool.