.. _booking-support:

=============
Support Guide
=============

This guide explains how to file and track support tickets with the CCI xG
Testbed admin team using the **Support** tab in the booking portal.

Video Tutorial
--------------

.. raw:: html

   <div class="demo-videos">
     <h3>Filing a Support Ticket</h3>
     <video controls preload="metadata" playsinline crossorigin="anonymous" width="800">
       <source src="../_static/support.mp4" type="video/mp4">
       Your browser does not support the video tag.
     </video>
     <p><a href="../_static/support.mp4">Download video</a></p>
   </div>

What is the Support Tab?
------------------------

The booking portal at https://booking.ccixgtestbed.org includes a
**Support** tab alongside **Book USRP**, **My Reservations**,
**USRP & GPU Access**, **OpenStack Quota**, and **Resources**. Use it to
report testbed issues and get help from the admin team without leaving the
portal or logging in anywhere else.

Filing a New Ticket
-------------------

1. Sign in to the booking portal and select the **Support** tab.
2. Select the **New ticket** sub-tab.
3. Fill in the fields:

   * **Category**: the affected project (e.g., ``OpenStack``, ``Clear-ML``,
     ``Near-RT-RIC``, ``Non-RT-RIC``, or ``SDR Booking``).
   * **Title**: a brief, descriptive summary of the issue.
   * **Describe the issue**: include the affected project, USRP, time
     window, and any error text you saw.
   * **Attach images** (optional): up to 3 images, 4 MB each.

4. Click **Submit ticket**.

.. note::

   After submitting, a confirmation banner shows that the testbed team has
   been notified. Your ticket then appears under **My tickets** with a
   ticket number, category, status, and submission date.

Viewing and Replying to Tickets
-------------------------------

1. Select the **My tickets** sub-tab to see all tickets you have filed,
   along with their **Status** (open or resolved) and submission date.
2. Click **View** on any row to open that ticket's thread. Your original
   report and account details (name and email) are attached automatically.
3. Use **Reply to the testbed team** to add follow-up details or attach
   further images.
4. Once the issue is resolved, click **Close** to close the ticket.

.. tip::

   Include as much detail as possible in your first message (affected
   project, USRP number, booking time window, and exact error text) so the
   testbed team can respond faster.