Wiki source code of Reporting Issues
Version 17.1 by michaely on 2021/09/09 18:01
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3 | **//On this page~://** | ||
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7 | {{toc/}} | ||
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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 will expedite issue resolution. | ||
10 | |||
11 | = Creating Tickets = | ||
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13 | All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]]. | ||
14 | |||
15 | = Description = | ||
16 | |||
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 | |||
19 | = Logs = | ||
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21 | Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command. | ||
22 | |||
23 | {{code language="bash"}} | ||
24 | tar -zcvf islogs.tar.gz /opt/isymphony3/server/log | ||
25 | {{/code}} | ||
26 | |||
27 | = Environment Information = | ||
28 | |||
29 | In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony. | ||
30 | |||
31 | == Operating System Details == | ||
32 | |||
33 | You can acquire basic OS information by running the following command on your server's command line: | ||
34 | |||
35 | {{code language="bash"}} | ||
36 | uname -a | ||
37 | {{/code}} | ||
38 | |||
39 | == Hardware Details == | ||
40 | |||
41 | The following commands can be used to acquire details about the hardware installed on the server: | ||
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43 | {{code language="bash"}} | ||
44 | cat /proc/cpuinfo | ||
45 | {{/code}} | ||
46 | |||
47 | {{code language="bash"}} | ||
48 | free -m | ||
49 | {{/code}} | ||
50 | |||
51 | == JRE Version == | ||
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53 | The following command can be used to acquire the version of the JRE iSymphony is utilizing: | ||
54 | |||
55 | {{code language="bash"}} | ||
56 | source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version | ||
57 | {{/code}} | ||
58 | |||
59 | = Extra Information For UI Issues = | ||
60 | |||
61 | 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. | ||
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63 | 1. First try a refresh of the page to see if that corrects the issue. | ||
64 | 1. ((( | ||
65 | 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. | ||
66 | |||
67 | {{info}} | ||
68 | Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application. | ||
69 | {{/info}} | ||
70 | ))) | ||
71 | 1. If a refresh and a client application restart does not fix the issue try a restart of the iSymphony server. | ||
72 | |||
73 | = Extra Information For FreePBX Module Issues = | ||
74 | |||
75 | 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. |