The Minimum Information Needed When Creating A Support Ticket

The Minimum Information Needed When Creating A Support Ticket

Question

What information should I send when creating a support ticket? 

Answer

See the steps below on when to change your Logging information level and the needed minimum information needed when creating a Support Ticket.

Steps to change the Logging and its use:

1. Navigate to your Domain >  Servers> Logging > Log Settings tab, look for Information Level
   1. General Information – If you are running Titan without any issues, this is the recommended information level.
   2. Verbose/Detailed Information – this should be enabled if you are trying to get more information about the activity of your server instance. 
   3. Trace Level Information – This must be enabled when experiencing issue, then attach it to support ticket you are creating.

1. Once you have set the Information level, you have to click APPLY to apply changes.
2. You can find your log file the path defined under Server Logfile Directory:
   
3. Build Number
4. OS version
5. Necessary information that will help the support reproduce/troubleshoot the issue
   1. Affected user
   2. If issue is with file transfer or about files, send also the Filename
   3. Timestamp

1. Packet Capture (if needed)

*** Note:

    When creating a support ticket make sure to include the Trace Logs. Only enable Trace Logs when you are troubleshooting, when just normal working days, make sure to only enable General Information or Verbose/Detailed Information.