High load /
high memory usage

• monitoring data of the affected servers (graphs)
  at least day and week
  
  (from the affected system before restart!)
  
• high load
  oxsysreport with thread dumps
  run command:
  /opt/open-xchange/sbin/oxsysreport --thread-dump true --exclude-old-logs 2
  
  
• high memory use:
  oxsysreport with heap + thread dump 
  run command:
  /opt/open-xchange/sbin/oxsysreport --thread-dump true --heap-dump true

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

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

Database issue

• include general oxsysreport

• DB slow logs from the time the issue first occurred

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

• as for Appsuite, except for oxsysreport

Login issue

• exact date and time
• apache logs from the time frame
• 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

  
  

• OX Login is working but not Dovecot
  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
  please make sure .ext configuration files of passdb and userdb blocks are included with the provided configuration.

• webapp logs

UI issue

• test account to reproduce the issue
• general information and oxsysreport
• 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