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Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55
From version 13.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import
To version 19.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

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1 +{{layout}}
2 +{{layout-section ac:type="two_right_sidebar"}}
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4 +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.
2 2  
3 -**//On this page~://**
6 += Creating Tickets =
4 4  
8 +All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
5 5  
10 += Description =
6 6  
7 -{{toc/}}
12 +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.
13 +{{/layout-cell}}
8 8  
9 -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.
15 +{{layout-cell}}
16 +**//On this page~://**
10 10  
11 -= Creating Tickets =
12 12  
13 -All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
14 14  
15 -= Description =
20 +{{toc maxLevel="2"/}}
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22 +{{/layout-section}}
16 16  
17 -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.
18 -
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19 19  = Transferring Files =
20 20  
21 21  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.
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62 62  
63 63  1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
64 64  1. (((
65 -Select **Global Configuration** at the top right hand corner of the Administration Interface.
72 +Select **Global Configuration** at the top right hand corner of the Administration Interface.
66 66  
67 67  {{info}}
68 68  Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
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69 69  {{/info}}
70 70  )))
71 71  1. 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.
72 -1. Click **Create**.
73 -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.
79 +1. Click **Create**.
80 +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.
74 74  
75 75  == Creating Support Packages from the Command Line ==
76 76  
77 -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.
84 +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.
78 78  
79 79  1. Log into the server via SSH or a terminal.
80 80  1. (((
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95 95  /opt/isymphony3/server/support
96 96  {{/code}}
97 97  
98 -You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]]above.
105 +You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]] above.
99 99  )))
100 100  
101 101  == Package Options ==
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184 184  * Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
185 185  * Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
186 186  * Results from running the command **asterisk -rx "confbridge list"**. (Asterisk app_confbridge room information)
187 -* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)\\
194 +* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)
188 188  )))
189 189  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
190 190  (((
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204 204  
205 205  == Logs ==
206 206  
207 -Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
214 +Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
208 208  
209 209  {{code language="bash"}}
210 210  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
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248 248  
249 249  1. First try a refresh of the page to see if that corrects the issue.
250 250  1. (((
251 -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.
258 +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.
252 252  
253 253  {{info}}
254 254  Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application.
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259 259  = Extra Information For FreePBX Module Issues =
260 260  
261 261  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.
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