What to include in a Support Ticket
- Jarvis DONOS
Overview
Date 15/01/2019
Please provide the essential information of your Centro deployment from Point 1 and 2 when raising your ticket as a High or Highest priority A single screenshot of an error message is not sufficient information to investigate the issue.
1. Centro Configuration and Log Files (WebApp, Pipeline Host and Pipeline Manager)
Locate the following files and attach these to your Support Ticket:
WebApp Logs and Configuration Files:
Configuration Files:
Log Files:
Pipeline Host Logs and Configuration Files:
Configuration Files:
Log Files:
Pipeline Manager Logs and Configuration Files:
Configuration Files:
Log Files:
2. Pipeline File and CAD Files
Where relevant, Please attach the Pipeline file which can be exported (Highlighted in yellow) and attach to the Support Ticket.
Where Possible, please also upload the relevant CAD Files to your issue or if they're too large for the ticket they can be uploaded on the Actify Secure File Transfer Uploader
3. Browser Background Errors
When encountering error messages open the developers tools of your chosen browser and then select the Console tab as shown below:
Chrome:
Within the Console page, right click and choose Save As, this will save a copy of the full log to a .LOG file.
Firefox:
Within the Console copy and paste the content of the error into your Support ticket.
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