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Table of Contents

Table of Contents
excludeTable of Contents

Overview

This document list the information needed for most common problems when creating a new ticket. (Copy and paste Version below)
In some cases support needs more information which is not listed here because of the unknown nature of the problem.

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: 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

 Dovecot: 

  • dovecot logs 
  • donveconf -n 

    • Information for Mobile Apps can be found here:  Mobile Apps


    as an attachment:

    OX App Suite (Middleware or UI):

     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

    High load on the system 



    OX AppSuite

    		Dovecot Pro

    OX PowerDNS

    High load /
    high memory usage

    • monitoring
    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

    • run command:
      strace -tt -s 100 -p <pid of high CPU load process>
      and paste the output to OTRS ticket

    • Hostname  in our private metrics server,

      and/or

    • Graphs from customer-internal system

    Communication link error

    • check
    Check
    • the network and the server mentioned at the beginning of the stack trace
      with Dovecot:  add Dovecot logs
      with Database:  see
    next column

    Database issues

    • next section


    • recursor trace logs (rec_control trace-regex or – trace config setting) for failing lookup

    Database issue

    • include
    Include
    • general oxsysreport

    • DB slow logs from the time the issue first occurred

    Show
    • run the following show global status
    Show
    • show processlist
    (

    • show engine innodb status/G
    )
    Monitoring
    • monitoring data of the affected servers (graphs) - at least day and week

    login issues 


    • as for Appsuite, except for oxsysreport

    Login issue

    • exact
    Exact
    • date and time
    Apache
    • apache logs from the time frame
  • General oxsysreport
    • auth issue 
    • 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.
    • webapp logs

    Auth issue 

    • OX 
      general information and oxsysreport

    Dovecot


    • OX Login is working but not Dovecot
    Check
    • check OX logs, in case of error regarding password change
      Dovecot logs in verbose mode
    • Dovecot logs in verbose mode
      if possible, reproduce the issue with auth_debug=yes enabled

    UI issue: 

    • please make sure .ext configuration files of passdb and userdb blocks are included with the provided configuration.
    • webapp logs

    UI issue

    • test
    Test
    • account to reproduce the issue
    General
    • general information and oxsysreport
    Browser
    • browser type with version number

    Additional Information Needed based on Situation

    • 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

    • as for Appsuite, except for oxsysreport

    API issues


    • show full request and response (tcpdump on port 8009)
    • general information and oxsysreport

    • show full request and response
    • describe how seen behavior differs from expected behavior


    back to Open-XchangeSupport

    High load on the system 

    1. Monitoring data of the affected servers (graphs) - at least day and week
    2. Oxsysreport with thread dumps
    3. High memory use: Heap + thread dump

    Communication link error

    1. Check the network and the server mentioned at the beginning of the stack trace
    2. Dovecot:  add Dovecot logs
    3. Database:  see next column

    Database issues

    1. Include general oxsysreport
    2. DB slow logs from the time the issue first occurred
    3. Show global status
    4. Show processlist (show engine innodb status/G)
    5. Monitoring data of the affected servers (graphs) - at least day and week

    login issues 

    1. Exact date and time
    2. Apache logs from the time frame
    3. General oxsysreport

    auth issue 

    OX 
    general information and oxsysreport
  • Dovecot 
    OX Login is working but not Dovecot
      • Check OX logs, in case of error regarding password change
      • Dovecot logs in verbose mode

    UI issue: 

    Test account to reproduce the issue