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[DRAFT] information needed within a newly opened ticket

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 Information

Needed for all Tickets

 

 

 

 

 

Support Key:

 

 

 

 

 

Server:  URL of the machine

 

 

 

 

 

Server Version and Package List

 

 

 

 

 

GUI Version or Package List

 

 

 

 

 

Platform:

 

 

 

 

 

Category:

 

 

 

 

 

Severity: 4, 3, 2, 1

 

 

 

 

 

Track-ID:  Customer's internal tracking number

 

 

 

 

 

Product

 

 

 

 

 

Date/time of last changes to configuration or installing updates (with description)
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):

 

 

 

 

 

Error or Unexpected Results (Date/time)

 

 

 

 

 

Expected Result

 

 

 

 

 

Test account to reproduce issue

 

 

 

 

 

attached:

OX:

  • 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 System

Communication Link Error

Database Issues

Login Issues

Auth Issue

UI Issue

  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
  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
  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
  1. OX
    general information 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 oxsysrepor
  3. Browser type with version number


Copy and paste Version

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: 1, 2, 3, 4
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):
...
Issue Description:
...
Steps to reproduce:
...
Used OS/Browser/Client (with version):
...
Date/time of test (with timezone):
...
Current behaviour:
...
Expected behaviour:
...
Test account to reproduce issue:
as an attachment:
OX:

    • 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



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