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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.
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:

  Mobile Apps


Open-Xchange / Dovecot

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):

 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 PowerDNSPowerDNS: 

    • powerdns logs
    • ‘dig’ output for any failing query
    • crashes:  core dump

Additional Information Needed based on Situation


APP-

OX AppSuite

Dovecot Pro

OX PowerDNS

High load /
high memory usage

Monitoring
  • monitoring data of the affected servers (graphs)
    at least day and week

    (from the affected system before
restart 
  • restart!)
High Load
High

  • high memory use:
    oxsysreport with
heap

  • 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 section
Recursor


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

Database

issues

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

  • as for Appsuite, except for oxsysreport
login issues 

Login issue

Exact
  • exact date and time
Apache
  • apache logs from the time frame
General
  • general information and oxsysreport
  • (
Network
  • network traces and sniffs to watch and monitor the network traffic of specific services.)
  • test account to reproduce the issue
  • Webapp logs

  • 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 

auth issue 

  • OX 
    general information and oxsysreport


  • OX Login is working but not Dovecot
Check
  • check OX logs, in case of error regarding password change
    Dovecot logs in verbose mode
Webapp
  • 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

UI issue

Test
  • test account to reproduce the issue
General
  • general information and oxsysreport
Browser
  • browser type with version number
Screenshots
  • screenshots showing the problem
Check
  • check JavaScript console and provide additional
errors 
Check
  • the network tab if request
fail
  • 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
  • general information and oxsysreport

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


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