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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



    OX AppSuite

    		Dovecot Pro

    OX PowerDNS

    High load

    on the system 

    /
    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

    • 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

    UI issue: 


    • 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 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


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