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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 20.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

Summary

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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 ==
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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  
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85 85  {{/code}}
86 86  
87 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.
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 section below.
89 89  {{/info}}
90 90  )))
91 91  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.
98 +You will need to download the file from the server to your machine. See Transferring Files above.
99 99  )))
100 100  
101 101  == Package Options ==
102 102  
103 -Details concerning what information is included with each package option can be found in the table below.
104 -
105 105  |=(((
106 106  Admin Option
107 107  )))|=(((
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152 152  -e
153 153  )))|(((
154 154  * 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)
153 +* The contents of** /proc/cpuinfo.**
154 +* The contents of **/proc/meminfo**.
155 +* The results of running the command **free -m**.
156 +* The results of running the ~{~{
157 +* A snapshot of the **top** command.
163 163  )))
164 164  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
165 165  (((
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168 168  (((
169 169  -c
170 170  )))|(((
171 -* All configuration files in **/opt/isymphony3/server/conf**.
166 +
172 172  )))
173 173  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
174 174  (((
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177 177  (((
178 178  -p
179 179  )))|(((
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)\\
175 +
188 188  )))
189 189  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
190 190  (((
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193 193  (((
194 194  -d
195 195  )))|(((
196 -* iSymphony internal database files. (Call history, notification, and saved client session infomration)
184 +
197 197  )))
198 198  
199 199