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:
...
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
- Monitoring data of the affected servers (graphs) - at least day and week
- Oxsysreport with thread dumps
- High memory use: Heap + thread dump
Communication link error
- Check the network and the server mentioned at the beginning of the stack trace
- Dovecot: add Dovecot logs
- Database: see next section
Database issues
- Include general oxsysreport
DB slow logs from the time the issue first occurred
- Show global status
- Show processlist (show engine innodb status/G)
- Monitoring data of the affected servers (graphs) - at least day and week
login issues
- Exact date and time
- Apache logs from the time frame
- General oxsysreport
auth issue
OX
general information and oxsysreport- 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
- Test account to reproduce the issue
- General information and oxsysreport
- Browser type with version number
- Screenshots showing the problem