products:cockpit.old:1.0:support:guidelines

Guidelines

Support tickets are managed via our JIRA platform
You can register bugs and feature requests
If you don't have any account, please request it at support@agentil-software.com

Describe the problem with as much as context as possible
- Group and system for which the problem happened
- Timeframe of the problem
- Recurrence of the problem: How often does it happen ?
Attach screenshots of visual problems
Attach logs: Logs are most likely the only way to help solving the problem. There are several kinds of logs that you may attach:
- Cockpit logs (Collected from cockpit superadmin menu)
  - For UI bugs, problem with managing data (errors on save/update/delete any data)
- Pro.Monitor server logs (collected from Pro.Monitor UI)
  - Usefull to investigate UI bugs
- Pro.Monitor worker logs (collected from Pro.Monitor UI)
  - Usefull to investigate Monitoring errors, shortdumps in SAP systems, connection errors
- To give even better chances to investigate:
  - If you can reproduce the problem at will, you can activate DEBUG logs, then reproduce the problem so it gets catched with more verbosity in the logs.