File a support ticket（提交支持工单）

If you were not able to find an appropriate solution to your issue after reviewing the available resources, it is time to file a support ticket.

Filing a ticket ensures your question or request is tracked, prioritized appropriately, and escalated where necessary.

To make the support process more efficient, follow these steps to compile valuable information for filing a support ticket:

• 1. Create an example
• 2. Share relevant assets
• 3. Report the issue

:::callout{theme="neutral" title="Prerequisite"} Make sure you have already diagnosed your issue using the steps provided on the Get help page, reviewed the guide on Debug using Chrome™ DevTools and HTTP error codes before following through with the instructions below. :::

1. Create an example

When asking a question about a problem you encounter, providing clear steps that we can use to reproduce the problem will ensure a speedy resolution. These should be:

• Minimal: Use as few steps as possible while still producing the problem.
• Complete: Provide all parts needed to reproduce the problem.
• Verifiable: Test the workflow you are about to provide to make sure it reproduces the problem.

A minimal, complete, and verifiable example helps us reproduce the problem outside your environment and in return, makes it easier to get to the root cause of your problem and reach a faster resolution.

In the Palantir context, such an example can either be a series of steps that reproduces the behavior or a minimal resource that reproduces the issue. Generally, it is useful to include expected behavior versus the observed behavior as part of your example.

Tips

Here are some tips for creating a minimal, complete, and verifiable example:

• Start by identifying the steps required to reproduce the issue. The more specific and detailed these steps are, the easier it will be for someone else to reproduce the issue.
• Make sure that your example is minimal, meaning that it includes only the bare minimum amount of information needed to reproduce the issue. This will help to narrow down the potential causes of the issue and make it easier to fix.
• Include the expected result of the steps you provided, as well as the actual result. This will help others to understand the problem and determine if they are experiencing the same issue.
• Make sure that your example is complete, meaning that it includes all the information necessary to reproduce the issue. If you leave out any important details, it will be difficult for others to reproduce the issue and help you solve the problem.
• Finally, make sure that your example is verifiable, meaning that others can easily reproduce the issue using the information you provided. If your example is not verifiable, it will be difficult for others to help you fix the problem.

Example

The following is an historical example of a minimal, complete, and verifiable issue that has been resolved.

Steps to reproduce the problem at the time:

1. Open the Code Repository application.
2. Add the Graphframes library using the sidebar.
3. Run a check on the repository.

Expected behavior: The library should be added to the Code Repository without any errors.

Actual problematic behavior: An error message is displayed, saying "o257.loadClass.: java.lang.ClassNotFoundException:"

Additional information:

• Here are the other packages in my profile: Python 3.12.*, etc.
• I have already tried to do x, y, and z.
• There have been no recent changes to this Code Repository other than the addition of this package.
• This appears to affect users of this package.

This example includes only the bare minimum steps needed to reproduce the issue and does not require any proprietary data. The example is considered complete because it includes all the necessary information, such as the expected and actual behavior, as well as additional context like troubleshooting that has already been conducted. It is verifiable because the error message can be reproduced using the same steps. By providing this information, Support will be able to quickly reproduce the problem and work on resolving it.

If you are interested in the fix provided for this issue, review packages which require both a Conda package and a jar.

2. Share relevant assets

With a verifiable example in text, compile the following additional assets for Support:

• Include any findings from your own investigation as performed in step 1.
• Provide the full text of any build errors or error messages displayed.
• Copy and paste the text of any errorID/errorInstanceID to enable us to do a backend review.
• Where possible and appropriate, share all the relevant resources with Palantir Support.
• The relevant resource(s) (Slate dashboard, Analysis, Code Repository).
• The datasets underlying the resource(s).
• Any upstream datasets that the resource(s) depends on.

3. Report the issue

To report an issue while in the specified application, navigate to Support > Report issue (or Support > Contact support) and follow the wizard.

As an alternative approach, you may also request support from other users in the Palantir Developer Community ↗.

When posting on public forums such as the Palantir Developer Community, remember to remove all sensitive data prior to posting.

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Chrome™ is a trademark of Google Inc.

[1]: Note: AIP feature availability is subject to change and may differ between customers.

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中文翻译

提交支持工单

如果在查阅可用资源后仍未能找到问题的合适解决方案，则应提交支持工单。

提交工单可确保您的问题或请求得到跟踪、适当优先级排序，并在必要时进行升级处理。

为提高支持流程效率，请按照以下步骤收集有价值的信息来提交支持工单：

• 1. 创建示例
• 2. 共享相关资产
• 3. 报告问题

:::callout{theme="neutral" title="前提条件"} 在按照以下说明操作之前，请确保您已使用获取帮助页面提供的步骤诊断问题，并查阅了使用 Chrome™ DevTools 进行调试和HTTP 错误代码指南。 :::

1. 创建示例

在询问遇到的问题时，提供清晰可复现问题的步骤将确保快速解决。这些步骤应具备以下特点：

• 最小化： 使用尽可能少的步骤，同时仍能复现问题。
• 完整性： 提供复现问题所需的所有部分。
• 可验证性： 测试您即将提供的工作流程，确保其能复现问题。

一个最小化、完整且可验证的示例有助于我们在您的环境之外复现问题，从而更容易找到问题的根本原因并更快地解决。

在 Palantir 环境中，此类示例可以是复现行为的一系列步骤，也可以是复现问题的最小资源。通常，在示例中包含预期行为与实际行为的对比会很有帮助。

提示

以下是创建最小化、完整且可验证示例的一些提示：

• 首先确定复现问题所需的步骤。这些步骤越具体、越详细，其他人就越容易复现问题。
• 确保您的示例是最小化的，即仅包含复现问题所需的最基本信息。这有助于缩小问题的潜在原因范围，使其更容易修复。
• 包含您所提供步骤的预期结果以及实际结果。这将帮助他人理解问题，并判断他们是否遇到相同的问题。
• 确保您的示例是完整的，即包含复现问题所需的所有信息。如果遗漏任何重要细节，他人将难以复现问题并帮助您解决。
• 最后，确保您的示例是可验证的，即他人可以使用您提供的信息轻松复现问题。如果示例不可验证，他人将难以帮助您解决问题。

示例

以下是一个已解决的历史示例，展示了最小化、完整且可验证的问题。

当时复现问题的步骤：

1. 打开代码仓库(Code Repository)应用程序。
2. 使用侧边栏添加 Graphframes 库。
3. 对仓库运行检查。

预期行为：库应成功添加到代码仓库(Code Repository)中，无任何错误。

实际问题行为：显示错误消息："o257.loadClass.: java.lang.ClassNotFoundException:"

附加信息：

• 我的配置中的其他包：Python 3.12.* 等。
• 我已尝试过 x、y 和 z 方法。
• 除添加此包外，该代码仓库(Code Repository)近期无其他更改。
• 此问题似乎影响该包的所有用户。

此示例仅包含复现问题所需的最少步骤，且不涉及任何专有数据。该示例被认为是完整的，因为它包含了所有必要信息，如预期行为和实际行为，以及已进行的故障排除等额外背景信息。它是可验证的，因为使用相同步骤可以复现错误消息。通过提供这些信息，支持团队将能够快速复现问题并着手解决。

如果您对该问题的修复方案感兴趣，请查阅需要同时包含 Conda 包和 jar 的包。

2. 共享相关资产

在提供可验证的文本示例后，请为支持团队收集以下附加资产：

• 包含您在步骤 1 中自行调查的所有发现。
• 提供任何构建错误或显示的错误消息的完整文本。
• 复制并粘贴任何 errorID/errorInstanceID 的文本，以便我们进行后端审查。
• 在可能且适当的情况下，与 Palantir 支持团队共享所有相关资源。
• 相关资源（Slate 仪表板、分析工具(Analysis)、代码仓库(Code Repository)）。
• 资源所依赖的数据集。
• 资源所依赖的任何上游数据集。

3. 报告问题

要在特定应用程序中报告问题，请导航至 支持 > 报告问题（或 支持 > 联系支持），然后按照向导操作。

作为替代方法，您也可以在Palantir 开发者社区 ↗中向其他用户寻求支持。

在 Palantir 开发者社区等公共论坛发帖时，请记得在发帖前删除所有敏感数据。

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Chrome™ 是 Google Inc. 的商标。

[1]：注意：AIP 功能可用性可能发生变化，且不同客户之间可能存在差异。