Table of Contents
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Overview
This document list the information needed for most common problems when creating a new ticket.
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In some cases support needs more information which is not listed here because of the unknown nature of the problem.
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Information
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Support Key:
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Server: URL of the machine
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Server Version and Package List
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GUI Version or Package List
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Platform:
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Category:
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Severity: 4, 3, 2, 1
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Track-ID: Customer's internal tracking number
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Product
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Date/time of last changes to configuration or installing updates (with description)
Any other changes that were done within at least the last 24 hours or
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Issue Description
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Steps to Reproduce
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Used OS/Browser/Client (with version):
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Date/time of test (with timezone):
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Error or Unexpected Results (Date/time)
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Expected Result
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Test account to reproduce issue
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attached:
OX middleware or UI:
- oxsysreport (oxsysreport --exclude-old-logs 2)
- Test account
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- dovecot logs
- donveconf -n
- crashes: core dump
for Mobile Apps can be found here: Mobile Apps
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.
- ps auxww|grep dovecot
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 | |
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High load / |
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Additional Information Needed based on Situation
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High Load on System
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Communication Link Error
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Database Issues
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Login Issues
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Auth Issue
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UI Issue
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Communication link error |
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- Check the network and the server mentioned at the beginning of the stack trace
- Dovecot: add Dovecot logs
- Database: see next column
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- Include general oxsysreport
- DB slow logs from the time the issue first occurred
- Show global status
- Show processlist (show engine innodb status/G)
- Monitoring data of the affected servers (graphs) - at least day and week
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- Exact date and time
- Apache logs from the time frame
- General oxsysreport
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- OX
general information oxsysreport - Dovecot OX Login is working but not Dovecot
- Check OX logs, in case of error regarding password change
- Dovecot logs in verbose mode
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- Test account to reproduce the issue
- General information and oxsysrepor
- Browser type with version number
Copy and paste Version
General:
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: 1, 2, 3, 4
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):
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Issue Description:
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Steps to reproduce:
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Used OS/Browser/Client (with version):
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Date/time of test (with timezone):
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Current behaviour:
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Expected behaviour:
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Test account to reproduce issue:
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OX-Middleware or UI:
- oxsysreport (oxsysreport --exclude-old-logs 2)
- Test account
Dovecot:
- dovecot logs
- donveconf -n
- crashes: core dump
Additional Information Needed based on Situation
High load on the system:
- Monitoring data of the affected servers (graphs) - at least day and week
- Oxsysreport with thread dumps
- High memory use: Heap + thread dump
Communication link error:
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Database issues:
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Database issue |
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Login issue |
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login issues:
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auth issue:
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Auth issue |
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UI issue:
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UI issue |
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API issues |
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