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
APP-Suite | Dovecot | PowerDNS | |
---|---|---|---|
High load / |
| run command: strace -tt -s 100 -p <pid of high CPU load process> and paste the output to OTRS ticket | |
Communication link error |
| ||
Database issues |
| ||
login issues |
| Dovecot logs in verbose mode | |
auth issue |
| ||
UI issue |
|