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Changes for page Reporting Issues

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

Summary

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1 -{{layout}}
2 -{{layout-section ac:type="two_right_sidebar"}}
3 -{{layout-cell}}
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.
1 +
5 5  
6 -= Creating Tickets =
3 +**//On this page~://**
7 7  
8 -All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
9 9  
10 -= Description =
11 11  
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}}
7 +{{toc/}}
14 14  
15 -{{layout-cell}}
16 -**//On this page~://**
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.
17 17  
11 += Creating Tickets =
18 18  
13 +All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
19 19  
20 -{{toc maxLevel="2"/}}
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22 -{{/layout-section}}
15 += Description =
23 23  
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25 -{{layout-cell}}
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 +
26 26  = Transferring Files =
27 27  
28 28  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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69 69  
70 70  1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
71 71  1. (((
72 -Select **Global Configuration** at the top right hand corner of the Administration Interface.
65 +Select **Global Configuration** at the top right hand corner of the Administration Interface.
73 73  
74 74  {{info}}
75 75  Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
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76 76  {{/info}}
77 77  )))
78 78  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.
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.
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.
81 81  
82 82  == Creating Support Packages from the Command Line ==
83 83  
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.
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.
85 85  
86 86  1. Log into the server via SSH or a terminal.
87 87  1. (((
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102 102  /opt/isymphony3/server/support
103 103  {{/code}}
104 104  
105 -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>>doc:||anchor="Transferring Files"]]above.
106 106  )))
107 107  
108 108  == Package Options ==
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191 191  * Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
192 192  * Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
193 193  * Results from running the command **asterisk -rx "confbridge list"**. (Asterisk app_confbridge room information)
194 -* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)
187 +* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)\\
195 195  )))
196 196  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
197 197  (((
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211 211  
212 212  == Logs ==
213 213  
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.
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.
215 215  
216 216  {{code language="bash"}}
217 217  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
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255 255  
256 256  1. First try a refresh of the page to see if that corrects the issue.
257 257  1. (((
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.
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.
259 259  
260 260  {{info}}
261 261  Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application.
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266 266  = Extra Information For FreePBX Module Issues =
267 267  
268 268  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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