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 
  • crashes:  core dump

Additional Information Needed based on Situation

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: 

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

UI issue: 

1. Test account to reproduce the issue
2. General information and oxsysreport
3. Browser type with version number