Table of Contents
Table of Contents | ||
---|---|---|
|
Overview
This document list the information needed for most common problems when creating a new ticket.
In some cases support needs more information which is not listed here because of the unknown nature of the problem.
Information for Mobile Apps can be found here: Mobile Apps
General:
OX App Suite / Dovecot Pro / OX PowerDNS
For all tickets, we need the following information:
Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX
Server: url of the machine
Server Version: server version or package list
Platform:
GUI Version: GUI version or package list
Category:
Severity: 4, 3, 2, 1
Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
Product:
Date/time of last changes to configuration or installing updates (with description)
or any other changes that were done within at least the last 24 hours or:
...
Issue Description:
...
Steps to reproduce:
Provide a detailed description of the issue/incident and ideally a step-by-step description
Used OS/Browser/Client (with version):
...
Date/time of test (with timezone):
...
Current behaviour / Error or Unexpected Results (Date/time):
...
Expected behaviour:
...
Test account to reproduce issue:
as an attachment:
OX App Suite (Middleware or UI):
- oxsysreport
/opt/open-xchange/sbin/oxsysreport - test account(s)
- oxsysreport
Dovecot Pro:
- dovecot logs
- doveconf -n
please also include .ext files and other files included in the configuration, but feel free to remove any passwords and sensitive information. - /usr/bin/dovecot-package-list-deps.sh
- crashes: core dump, if a crash occurred. The trace should have as much information as possible, so for e.g. the "gdb" debugger use "bt full" and if possible, install dovecot debug packages.
OX PowerDNS:
- powerdns logs
- ‘dig’ output for any failing query
- crashes: core dump
Additional Information Needed based on Situation
OX AppSuite | Dovecot Pro | OX PowerDNS | |
---|---|---|---|
High load / |
|
|
|
Communication link error |
|
| |
Database issue |
|
| |
Login issue |
|
|
|
Auth issue |
|
|
|
UI issue |
|
| |
API issues |
|
|