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Helpdesk for CARNET System Engineers (sys.help)

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During the initial internetization of higher education, CARNET supplied member institutions with servers running the Unix operating system, and later Debian Linux. In order to ensure the reliable functioning of basic services (such as email and websites), support was organized in the form of a Help Desk for System Engineers (sys.help).

Helpdesk for CARNET System Engineers (sys.help)

CARNET system engineers can contact the System Engineer Help Desk (sys.help) if they cannot independently resolve an issue with server operations or basic services.

I can do that by logging in at the web address http://syshelp.carnet.hr/ application of electronic identity in the AAI@EduHr system, therefore institutions must have the „hrEduPersonRole” attribute set to the value „CARNET system administrator” in the LDAP directory.

If the AAI system is not working, you can reach the Help Desk by sending a description of the problem to the email address syshelp@carnet.hr.

It is possible to pre-classify inquiries and send them to the following email addresses:

  • paketi@carnet.hr (enquiries related to problems with CARNET packages)
  • vpu@carnet.hr (Inquiries related to problems in the virtual server system)

A portion of the services that system engineers encounter has been excluded from the scope of work for CARNET's System Engineer Help Desk.

These are the following services:

  • AAI@EduHr – inquiries must be sent to the e-mail address aai@srce.hr
  • network connectivity problems on the internet – contact CARNET NOC (Network Operations Center) at phone number: +385 1 6661 555 (further information can be found at Permanent relationship)

 CARNET does not provide support for the Windows operating system, neither on personal computers nor on servers.

Users

CARNET System Engineers
students
students
parents
e-Citizens
schools
ministries
Faculties and Higher Education Institutions
teachers
professor
scientists
other AAI@EduHr users
publicity
other public institutions

How to become a user

Only officially appointed system engineers of member institutions are eligible to use the service. Sys.help answers questions related to the Debian Linux operating system, which is standardly used on member institution servers.

Questions and answers

Which questions does sys.help answer?

Sys.help answers questions related to problems on the institution's server running Debian Linux and its basic services (e-mail, web servers). The goal is to maintain the institution's online presence on the internet.
`sys.help` does not answer questions about: * **Specific code implementation details:** While it can explain functions and modules, it won't tell you *how* a specific function is implemented internally (e.g., the exact algorithms used). * **Best practices or design patterns:** It describes what tools are available, but not necessarily the best way to use them in a given scenario or how to structure your code for optimal performance or maintainability. * **External libraries or modules not installed:** `sys.help` is part of Python's built-in documentation system. It cannot provide information about third-party libraries unless they have been installed in your Python environment and have their documentation integrated. * **Debugging or troubleshooting specific errors:** If you encounter an error message, `sys.help` might explain the function or concept related to the error, but it won't directly debug your code or tell you why a particular error is occurring in your specific program. * **High-level architectural decisions:** It's focused on the API and usage of Python's core functionalities and standard library, not on how to design a complex software system. * **Context-dependent behavior outside of the immediate object/module:** While it explains what an object or function *does*, it doesn't explain how that behavior might change based on external factors or the overall state of your application.

We cannot answer questions related to the Windows operating system or any other Linux distribution. Inquiries about the AAI@EduHr system should also be directed to aai@srce.hr.
We don't have a systems engineer, how can we get help?

If the system engineer duties are performed by an external partner, a subject matter expert from the company should be appointed as the system engineer and will be able to receive support. The server must still be on the Debian Linux distribution.
How can we get more information?

Visit sys.portal at http://syshelp.carnet.hr. On the portal, we publish useful articles, the authors of which are most often system administrators at member institutions.

Contact

sys.help

Phone: +385 1 6661 555
E-mail: syshelp@CARNET.hr
http://syshelp.carnet.hr

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