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.

General:

Open-Xchange / Dovecot

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 
    • doveconf -n 
    • crashes:  core dump


Mobile Apps:


Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX
Severity: 4, 3, 2, 1
Device Vendor and Model:
OS Version:
App Version (with build number):
App Edition (release, {customer}-preview, dev):
Facade Version:
Server: url of the machine
OX App Suite Middleware Version:
Network (wifi; 4G; 3G; none):
Occurrence (Always; Once; x/y): Date/time
Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
Account Details:
...
Preconditions:
...
Steps to Reproduce:
...
Actual:
...
Expected:
...
Notes:
...

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