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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:

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-Middleware or UI:

    • oxsysreport (oxsysreport --exclude-old-logs 2)
    • Test account

 Dovecot: 

    • dovecot logs 
    • doveconf -n 
    • crashes:  core dump

Additional Information Needed based on Situation

High load on the system 

Communication link errorDatabase issueslogin issues 

auth issue 

UI issue
  1. Monitoring data of the affected servers (graphs)
    - at least day and week

    (from the affected system before restart !!)
  2. Oxsysreport with thread dumps
  3. High memory use: Heap + thread dump 
  1. Check the network and the server mentioned at the beginning of the stack trace
  2. Dovecot:  add Dovecot logs
  3. Database:  see next section
  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
  1. Exact date and time
  2. Apache logs from the time frame
  3. General oxsysreport
  4. (Network traces and sniffs to watch and monitor the network traffic of specific services.)

  1. OX 
    general information and oxsysreport

  2. Dovecot 
    OX Login is working but not Dovecot
    • Check OX logs, in case of error regarding password change
    • Dovecot logs in verbose mode
  1. Test account to reproduce the issue
  2. General information and oxsysreport
  3. Browser type with version number
  4. Screenshots showing the problem
  5. Check JavaScript console and provide additional errors 
  6. Check the network tab if request fail, timeout or simply take to long
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