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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 
      /opt/open-xchange/sbin/oxsysreport
    • Test account

 Dovecot: 

    • dovecot logs 
    • doveconf -n 
    • /usr/bin/dovecot-package-list-deps.sh
    • crashes:  core dump

PowerDNS: 

    • powerdns logs
    • ‘dig’ output for any failing query
    • crashes:  core dump

Additional Information Needed based on Situation



APP-Suite

Dovecot

PowerDNS

High load /
high memory usage

  • Monitoring data of the affected servers (graphs)
    at least day and week

    (from the affected system before restart !)
  • High Load
    oxsysreport with thread dumps
    run command:
    /opt/open-xchange/sbin/oxsysreport --thread-dump true --exclude-old-logs 2

  • High memory use:
    oxsysreport with heap + thread dump 
    run command:
    /opt/open-xchange/sbin/oxsysreport --thread-dump true --heap-dump true
  • run command:
strace -tt -s 100 -p <pid of high CPU load process>
and paste the output to OTRS ticket

  • Hostname  in our private metrics server,

    and/or

  • Graphs from customer-internal system

Communication link error

  • Check the network and the server mentioned at the beginning of the stack trace
    with Dovecot:  add Dovecot logs
    with Database:  see next section

  • Recursor trace logs (rec_control trace-regex or – trace config setting) for failing lookup

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

  • as for Appsuite, except for oxsysreport

login issues 

  • Exact date and time
  • Apache logs from the time frame
  • General oxsysreport
  • (Network traces and sniffs to watch and monitor the network traffic of specific services.)
  • Dovecot logs in verbose mode
  • Webapp logs

auth issue 

  • OX 
    general information and oxsysreport

  • OX Login is working but not Dovecot
    Check OX logs, in case of error regarding password change
    Dovecot logs in verbose mode

  • Webapp logs

UI issue

  • Test account to reproduce the issue
  • General information and oxsysreport
  • Browser type with version number
  • Screenshots showing the problem
  • Check JavaScript console and provide additional errors 
  • Check the network tab if request fail, timeout or simply take to long

  • as for Appsuite, except for oxsysreport

API issues


  • show full request and response (tcpdump)
  • General information and oxsysreport

  • show full request and response
  • describe how seen behavior differs from expected behavior
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