Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55

From 20.1 to 21.1 From 24.1 to 24.2

From version 21.1

edited by michaely
on 2021/09/09 18:01

Change comment: Import

To version 24.1

edited by michelk
on 2021/09/09 18:01

Change comment: Import

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	1	+Home

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--XWiki.michaely
++XWiki.michelk

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	1	+favourite\|report\|issue\|support\|ticket\|bug

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--
++{{layout}}
++{{layout-section ac:type="two_right_sidebar"}}
++{{layout-cell}}
++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.
--**//On this page~://**
++= Creating Tickets =
++All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
++= Description =
--{{toc/}}
++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.
++{{/layout-cell}}
--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.
++{{layout-cell}}
++**//On this page~://**
--= Creating Tickets =
--All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
--= Description =
++{{toc maxLevel="2"/}}
++{{/layout-cell}}
++{{/layout-section}}
--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.
--
++{{layout-section ac:type="single"}}
++{{layout-cell}}
  = Transferring Files =
  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.
@@ -46,10 +46,10 @@
  = Support Packages =
--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.
++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.
  {{note}}
--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.
++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.
  {{/note}}
  == Creating Support Packages from the Administration Interface ==
@@ -57,24 +57,24 @@
  iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
  {{note}}
--If you cannot access the Administration interface, due to issues with the application, see Creating Support Packages from the Command Line below
++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
  {{/note}}
 . Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
 . (((
--Select **Global Configuration** at the top right hand corner of the Administration Interface.
++Select **Global Configuration** at the top right hand corner of the Administration Interface.
  {{info}}
  Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
  {{/info}}
  )))
--1. Under **Create Support Package**, select the information you wish to be included in in the package. The default selection is usually sufficient.
--1. Click **Create**.
--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.
++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.
++1. Click **Create**.
++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.
  == Creating Support Packages from the Command Line ==
--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.
++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.
 . Log into the server via SSH or a terminal.
 . (((
@@ -85,7 +85,7 @@
  {{/code}}
  {{info}}
--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.
++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.
  {{/info}}
  )))
 . (((
@@ -95,11 +95,13 @@
  /opt/isymphony3/server/support
  {{/code}}
--You will need to download the file from the server to your machine. See Transferring Files above.
++You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]] above.
  )))
  == Package Options ==
++Details concerning what information is included with each package option can be found in the table below.
++
  |=(((
  Admin Option
  )))|=(((
@@ -150,11 +150,14 @@
  -e
  )))|(((
  * The process id of the running iSymphony server installation, if the server is running.
++* The **/opt/isymphony3/server/jvm.args** file. (JVM arguments)
  * The contents of** /proc/cpuinfo. **(Processor information)
  * The contents of **/proc/meminfo**. (Memory Information)
--* The results of running the command **free -m**.
--* The results of running the **netstat -lanp** command.
--* A snapshot of the **top** command.
++* The results of running the command **free -m**. (Memory Information)
++* The results of running the **netstat -lanp** command. (Open socket information)
++* A snapshot of the **top** command. (Current running process information)
++* The results of running the **uname -a** command. (OS and architecture information)
++* The results of running the **java -version** command. (Java JRE information)
  )))
  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
  (((
@@ -163,7 +163,7 @@
  (((
  -c
  )))|(((
--
++* All configuration files in **/opt/isymphony3/server/conf**.
  )))
  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
  (((
@@ -172,7 +172,14 @@
  (((
  -p
  )))|(((
--
++* The **manager.conf** or **manager_additional.conf** file. (Asterisk AMI connection information)
++* Results from running the command **asterisk -rx "core show version"**. (Asterisk version information)
++* Results from running the command **asterisk -rx "sip show peers"**. (Asterisk SIP peer information)
++* Results from running the command **asterisk -rx "pjsip show endpoints"**. (Asterisk PJSIP peer information)
++* Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
++* Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
++* Results from running the command **asterisk -rx "confbridge list"**. (Asterisk app_confbridge room information)
++* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)
  )))
  |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
  (((
@@ -181,7 +181,7 @@
  (((
  -d
  )))|(((
--
++* iSymphony internal database files. (Call history, notification, and saved client session infomration)
  )))
@@ -192,7 +192,7 @@
  == Logs ==
--Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
++Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
  {{code language="bash"}}
  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
@@ -230,6 +230,15 @@
  source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version
  {{/code}}
++= Heap Dumps =
++
++In certain circumstances our support team may ask for a heap dump. This dump allows us to inspect the memory of your iSymphony application. Heap dumps can be created with the jmap utiltily.
++
++jmap's documentation can be found on the oracle web site: see: [[http:~~/~~/docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html>>url:http://docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html||shape="rect"]]
++
++If you are using OpenJDK (as bundle with e.g. FreePBX) you will need to install openjdk-debuginfo. For FreePBX (Centos based) the version of debug info can be downloaded here:
++[[http:~~/~~/debuginfo.centos.org/6/x86_64/>>url:http://debuginfo.centos.org/6/x86_64/||shape="rect"]]
++
  = Extra Information For UI Issues =
  If you encounter a bug/issue with display in the client or administrator (i.e. UI not drawing correctly, phone state not showing what it should, ect.) Try the following steps to attempt to correct it. Please included which step, if any, resolved the issue in your issue report. This will give us a general idea of where the issue exists in the Application.
@@ -236,7 +236,7 @@
 . First try a refresh of the page to see if that corrects the issue.
 . (((
--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.
++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.
  {{info}}
  Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application.
@@ -247,3 +247,6 @@
  = Extra Information For FreePBX Module Issues =
  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.
++{{/layout-cell}}
++{{/layout-section}}
++{{/layout}}

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