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Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55
From version 16.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import
To version 14.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

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... ... @@ -39,13 +39,45 @@
39 39  For Example, the following command will download the file /root/islogs.tar.gz from the server at 192.168.1.1, to the /home/mike/Downloads directory on your local machine.
40 40  
41 41  {{code}}
42 -scp root@192.168.1.1:/root/islogs.tar.gz /ho me/mike/Downloads
42 +scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
43 43  {{/code}}
44 44  
45 45  Once executed, the command will prompt you for the root user password.
46 46  
47 -= Logs =
47 += Support Packages =
48 48  
49 +iSymphony now allows administrators to create support packages which contain useful information about the system. Our support that our support staff can use to troubleshoot issues. Creating support packages is easy, and can be done from the Administration Interface or the server command line.
50 +
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 section below.
53 +{{/note}}
54 +
55 +== Creating Support Packages from the Administration Interface ==
56 +
57 +iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
58 +
59 +{{note}}
60 +If you cannot access the Administration interface, due to issues with the application, see Creating Support Packages from the Command Line below
61 +{{/note}}
62 +
63 +1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
64 +1. (((
65 +Select **Global Configuration** at the top right hand corner of the Administration Interface.
66 +
67 +{{info}}
68 +Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
69 +{{/info}}
70 +)))
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 +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.
74 +
75 += Manual Collection =
76 +
77 +If you are using a version of iSymphony prior to 3.3, you can use the following instructions to collect system information to report to the iSymphony support team.
78 +
79 +== Logs ==
80 +
49 49  Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
50 50  
51 51  {{code language="bash"}}
... ... @@ -52,11 +52,11 @@
52 52  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
53 53  {{/code}}
54 54  
55 -= Environment Information =
87 +== Environment Information ==
56 56  
57 57  In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
58 58  
59 -== Operating System Details ==
91 +=== Operating System Details ===
60 60  
61 61  You can acquire basic OS information by running the following command on your server's command line:
62 62  
... ... @@ -64,7 +64,7 @@
64 64  uname -a
65 65  {{/code}}
66 66  
67 -== Hardware Details ==
99 +=== Hardware Details ===
68 68  
69 69  The following commands can be used to acquire details about the hardware installed on the server:
70 70  
... ... @@ -76,7 +76,7 @@
76 76  free -m
77 77  {{/code}}
78 78  
79 -== JRE Version ==
111 +=== JRE Version ===
80 80  
81 81  The following command can be used to acquire the version of the JRE iSymphony is utilizing:
82 82