On this page:

• Creating Tickets
• Description
• Logs
• Environment Information
  • Operating System Details
  • Hardware Details
  • JRE Version
• Extra Information For UI Issues
• Extra Information For FreePBX Module Issues

Creating Tickets

All bug reports and issues should be reported via our Ticket System.

Description

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.

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.

Environment Information

In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony. Including the following information in support tickets may help expedite issue resolution.

Operating System Details

You can acquire basic OS information by running the following command on your server's command line:

Hardware Details

The following commands can be used to acquire details about the hardware installed on the server:

JRE Version

The following command can be used to acquire the version of the JRE iSymphony is utilizing:

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.

1. First try a refresh of the page to see if that corrects the issue.

2. 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. 

   Information

   Remove the ?restartApplication from the URL once you have used it or else subsequent page refreshing will restart the application.

3. If a refresh and a client application restart does not fix the issue try a restart of the iSymphony server.

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 FreePBX Module Administration for more information on how to acquire the module debug contents.