Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55

From 12.1 to 13.1 From 18.1 to 19.1

From version 13.1

edited by michaely
on 2021/09/09 18:01

Change comment: Import

To version 18.1

edited by michelk
on 2021/09/09 18:01

Change comment: Import

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--XWiki.michaely
++XWiki.michelk

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--
++{{layout}}
++{{layout-section ac:type="two_right_sidebar"}}
++{{layout-cell}}
++This article outlines the procedure for reporting issues you experience with iSymphony, along with information that is required for our support staff to troubleshoot issues effectively. When reporting issues, providing as much information as possible can expedite issue resolution.
--**//On this page~://**
++= Creating Tickets =
++All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
++= Description =
--{{toc/}}
++Make sure to include a detailed description of the bug/issue and what you were doing to cause it. Also include the time the bug occurred if possible. Be as detailed as possible.
++{{/layout-cell}}
--This article outlines the procedure for reporting issues you experience with iSymphony, along with information that is required for our support staff to troubleshot issues effectively. When reporting issues, providing as much information as possible can expedite issue resolution.
++{{layout-cell}}
++**//On this page~://**
--= Creating Tickets =
--All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
--= Description =
++{{toc maxLevel="2"/}}
++{{/layout-cell}}
++{{/layout-section}}
--Make sure to include a detailed description of the bug/issue and what you were doing to cause it. Also include the time the bug occurred if possible. Be as detailed as possible.
--
++{{layout-section ac:type="single"}}
++{{layout-cell}}
  = Transferring Files =
  In most cases, support representatives will require files from your server in order to troubleshoot issues. You can utilize SCP to download the files onto your personal machine. Once the files are on your personal machine, you can attach them in a new ticket or in a reply to an existing ticket.
@@ -62,7 +62,7 @@
 . Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
 . (((
--Select **Global Configuration** at the top right hand corner of the Administration Interface.
++Select **Global Configuration** at the top right hand corner of the Administration Interface.
  {{info}}
  Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
@@ -69,12 +69,12 @@
  {{/info}}
  )))
 . Under **Create Support Package**, select the information you wish to be included in the package. The default selection is usually sufficient. See [[Package Options>>doc:||anchor="Package Options"]] below for more detail on what each option includes in the package.
--1. Click **Create**.
--1. Once the package has been created you can use the **Download** button to download the package to your system, and attach it to a support ticket.
++1. Click **Create**.
++1. Once the package has been created you can use the **Download** button to download the package to your system, and attach it to a support ticket.
  == Creating Support Packages from the Command Line ==
--If you are unable to access the Administration Interface, you can create support packages from the server command line by executing the **support.sh** script. You can specify several parameters to tell the script which pieces of information to include in the package.
++If you are unable to access the Administration Interface, you can create support packages from the server command line by executing the **support.sh** script. You can specify several parameters to tell the script which pieces of information to include in the package.
 . Log into the server via SSH or a terminal.
 . (((
@@ -95,7 +95,7 @@
  /opt/isymphony3/server/support
  {{/code}}
--You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]]above.
++You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]] above.
  )))
  == Package Options ==
@@ -184,7 +184,7 @@
  * Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
  * Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
  * Results from running the command **asterisk -rx "confbridge list"**. (Asterisk app_confbridge room information)
--* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)\\
++* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)
  )))
  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
  (((
@@ -204,7 +204,7 @@
  == Logs ==
--Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
++Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
  {{code language="bash"}}
  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
@@ -242,6 +242,15 @@
  source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version
  {{/code}}
++= Heap Dumps =
++
++In certain circumstances our support team may ask for a heap dump. This dump allows us to inspect the memory of your iSymphony application. Heap dumps can be created by the jmap utiltily.
++
++jmap's documentation can be found on the oracle web site: see: [[http:~~/~~/docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html>>url:http://docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html||shape="rect"]]
++
++If you are using OpenJDK (as bundle with e.g. FreePBX) you will need to install openjdk-debuginfo. For FreePBX (Centos based) the version of debug info can be downloaded here:
++[[http:~~/~~/debuginfo.centos.org/6/x86_64/>>url:http://debuginfo.centos.org/6/x86_64/||shape="rect"]]
++
  = Extra Information For UI Issues =
  If you encounter a bug/issue with display in the client or administrator (i.e. UI not drawing correctly, phone state not showing what it should, ect.) Try the following steps to attempt to correct it. Please included which step, if any, resolved the issue in your issue report. This will give us a general idea of where the issue exists in the Application.
@@ -248,7 +248,7 @@
 . First try a refresh of the page to see if that corrects the issue.
 . (((
--If the refresh does not work try a restart of the client application by appending **?restartApplication** to the end of the URL and hitting enter.
++If the refresh does not work try a restart of the client application by appending **?restartApplication** to the end of the URL and hitting enter.
  {{info}}
  Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application.
@@ -259,3 +259,6 @@
  = Extra Information For FreePBX Module Issues =
  If you are using the iSymphony FreePBX Module and you are having issues with configuration syncing between the iSymphony FreePBX Module and the iSymphony Server you will want to add the module debug information to your ticket. See [[doc:FreePBX Module Administration]] for more information on how to acquire the module debug contents.
++{{/layout-cell}}
++{{/layout-section}}
++{{/layout}}

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