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Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55
From version 7.1
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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... ... @@ -32,20 +32,61 @@
32 32  
33 33  To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
34 34  
35 -{{code language="bash"}}
35 +{{code}}
36 36  scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
37 37  {{/code}}
38 38  
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 -{{code language="bash"}}
42 -scp root@192.168.1.1:/root/islogs.tar.gz /ho me/mike/Downloads
41 +{{code}}
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. 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 +
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 +== Creating Support Packages from the Command Line ==
76 +
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 +
79 +1. Log into the server via SSH or a terminal.
80 +1. Run the following command
81 +
82 +
83 +
84 += Manual Collection =
85 +
86 +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.
87 +
88 +== Logs ==
89 +
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 =
96 +== 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 ==
100 +=== 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 ==
108 +=== 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 ==
120 +=== JRE Version ===
80 80  
81 81  The following command can be used to acquire the version of the JRE iSymphony is utilizing:
82 82