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.
in general we need in addition to "Info in all tickets:" from below
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:
...
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-Middleware or UI:
- oxsysreport (oxsysreport --exclude-old-logs 2)
- Test account
Information for Mobile Apps can be found here: Mobile Apps
OX App Suite (Middleware or UI):
Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX
Severity: 4, 3, 2, 1
Device Vendor and Model:
OS Version:
App Version (with build number):
App Edition (release, {customer}-preview, dev):
Facade Version:
Server: url of the machine
OX App Suite Middleware Version:
Network (wifi; 4G; 3G; none):
Occurrence (Always; Once; x/y): Date/time
Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
Account Details:
...
Preconditions:
...
Steps to Reproduce:
...
Actual:
...
Expected:
...
Notes:
...
- 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.
- ps auxww|grep dovecot
OX PowerDNS:
- powerdns logs
- ‘dig’ output for any failing query
- crashes: core dump
| OX AppSuite | Dovecot Pro | OX PowerDNS |
|---|
| |
- data of the affected servers (graphs)
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(from the affected system before restart!)
- high load
oxsysreport with thread dumps
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- check the network and the server mentioned at the beginning of the stack trace
with Dovecot: add Dovecot logs
with Database: see
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|
| - recursor trace logs (rec_control trace-regex or – trace config setting) for failing lookup
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- run the following show global status
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show engine innodb status/G
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- monitoring data of the affected servers (graphs) - at least day and week
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| - as for Appsuite, except for oxsysreport
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- apache logs from the time frame
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- general information and oxsysreport
- (network traces and sniffs to watch and monitor the network traffic of specific services.)
- test account to reproduce the issue
| - Dovecot logs in verbose mode
if possible, reproduce the issue with auth_debug=yes enabled
please make sure .ext configuration files of passdb and userdb blocks are included with the provided configuration.
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- OX Login is working but not Dovecot
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- check OX logs, in case of error regarding password change
Dovecot logs in verbose mode
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- if possible, reproduce the issue with auth_debug=yes enabled
please make sure .ext configuration files of passdb and userdb blocks are included with the provided configuration.
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- account to reproduce the issue
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- general information and oxsysreport
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- browser type with version number
- screenshots showing the problem
- check JavaScript console and provide additional errors or attach har-file
- check the network tab if request fails, timeout or simply take to long
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| - as for Appsuite, except for oxsysreport
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| - show full request and response (tcpdump on port 8009)
- general information and oxsysreport
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| - show full request and response
- describe how seen behavior differs from expected behavior
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