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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 2.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

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... ... @@ -46,10 +46,10 @@
46 46  
47 47  = Support Packages =
48 48  
49 -iSymphony now allows administrators to create support packages which contain useful information about the system. These packages are used by our support team to expedite the troubleshooting process. Creating a support package is easy, and can be done from the Administration Interface or the server command line.
49 +iSymphony now allows administrators to create support packages which contain useful information about the system. These packages are used by our support team to expedite the troubleshooting process. Creating s support package is easy, and can be done from the Administration Interface or the server command line.
50 50  
51 51  {{note}}
52 -The ability to create support packages is only available in iSymphony 3.3+. If you are using a version of iSymphony prior to 3.3, see the [[Manual Collection>>doc:||anchor="Manual Collection"]]section below.
52 +The ability to create support packages is only available in iSymphony 3.3+. If you are using a version of iSymphony prior to 3.3, see the Manual Collection section below.
53 53  {{/note}}
54 54  
55 55  == Creating Support Packages from the Administration Interface ==
... ... @@ -57,7 +57,7 @@
57 57  iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
58 58  
59 59  {{note}}
60 -If you cannot access the Administration interface, due to issues with the application, see [[Creating Support Packages from the Command Line>>doc:||anchor="Creating Support Packages from the Command Line"]]below
60 +If you cannot access the Administration interface, due to issues with the application, see Creating Support Packages from the Command Line below
61 61  {{/note}}
62 62  
63 63  1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
... ... @@ -68,9 +68,9 @@
68 68  Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
69 69  {{/info}}
70 70  )))
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.
71 +1. Under **Create Support Package**, select the information you wish to be included in in the package. The default selection is usually sufficient.
72 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.
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.
74 74  
75 75  == Creating Support Packages from the Command Line ==
76 76  
... ... @@ -77,125 +77,8 @@
77 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.
78 78  
79 79  1. Log into the server via SSH or a terminal.
80 -1. (((
81 -Run the following command:
80 +1. Run the following command
82 82  
83 -{{code language="bash"}}
84 -/opt/isymphony3/server/support.sh
85 -{{/code}}
86 -
87 -{{info}}
88 -The above command will package all information. If you wish to specify the information that is included in the package you can use the flags specified in the [[Package Options>>doc:||anchor="Package Options"]]section below.
89 -{{/info}}
90 -)))
91 -1. (((
92 -Once the script has generated the package it can be found in the following directory on the server:
93 -
94 -{{code}}
95 -/opt/isymphony3/server/support
96 -{{/code}}
97 -
98 -You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]]above.
99 -)))
100 -
101 -== Package Options ==
102 -
103 -Details concerning what information is included with each package option can be found in the table below.
104 -
105 -|=(((
106 -Admin Option
107 -)))|=(((
108 -Script Flag
109 -)))|=(((
110 -Includes
111 -)))
112 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
113 -(((
114 -Application Logs
115 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
116 -(((
117 --l
118 -)))|(((
119 -* All files in the **/opt/isymphony3/server/log** directory. Excludes any archived (tar.gz) logs.
120 -)))
121 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
122 -(((
123 -Archived Logs
124 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
125 -(((
126 --a
127 -)))|(((
128 -* All archived log files (tar.gz) in the **/opt/isymphony3/server/log** directory.
129 -)))
130 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
131 -(((
132 -Thread Dump
133 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
134 -(((
135 --t
136 -)))|(((
137 -* Generates a dump of all active threads in the JVM instance and writes it to the **/opt/isymphony3/server/log/iSymphonyServer.out.log** file.
138 -
139 -{{note}}
140 -A thread dump will not be generated if the iSymphony server process is not running.
141 -{{/note}}
142 -
143 -{{note}}
144 -Application logs must be included in order to include the thread dump in the package.
145 -{{/note}}
146 -)))
147 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
148 -(((
149 -Environment Information
150 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
151 -(((
152 --e
153 -)))|(((
154 -* The process id of the running iSymphony server installation, if the server is running.
155 -* The **/opt/isymphony3/server/jvm.args** file. (JVM arguments)
156 -* The contents of** /proc/cpuinfo. **(Processor information)
157 -* The contents of **/proc/meminfo**. (Memory Information)
158 -* The results of running the command **free -m**. (Memory Information)
159 -* The results of running the **netstat -lanp** command. (Open socket information)
160 -* A snapshot of the **top** command. (Current running process information)
161 -* The results of running the **uname -a** command. (OS and architecture information)
162 -* The results of running the **java -version** command. (Java JRE information)
163 -)))
164 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
165 -(((
166 -Configuration Files
167 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
168 -(((
169 --c
170 -)))|(((
171 -* All configuration files in **/opt/isymphony3/server/conf**.
172 -)))
173 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
174 -(((
175 -PBX Configuration
176 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
177 -(((
178 --p
179 -)))|(((
180 -* The **manager.conf** or **manager_additional.conf** file. (Asterisk AMI connection information)
181 -* Results from running the command **asterisk -rx "core show version"**. (Asterisk version information)
182 -* Results from running the command **asterisk -rx "sip show peers"**. (Asterisk SIP peer information)
183 -* Results from running the command **asterisk -rx "pjsip show endpoints"**. (Asterisk PJSIP peer information)
184 -* Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
185 -* Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
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)\\
188 -)))
189 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
190 -(((
191 -Database Files
192 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
193 -(((
194 --d
195 -)))|(((
196 -* iSymphony internal database files. (Call history, notification, and saved client session infomration)
197 -)))
198 -
199 199  
200 200  
201 201  = Manual Collection =