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products:cockpit:1.0:support:guidelines

Guidelines

Support system

  • 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@redpeaks.io

How to register a bug

  • 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:
      • For UI bugs, problem with managing data (errors on save/update/delete any data)
    • Redpeaks server logs (collected from Redpeaks UI)
      • Usefull to investigate UI bugs
    • Redpeaks worker logs (collected from Redpeaks 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.
/home/clients/8c48b436badcd3a0bdaaba8c59a54bf1/wiki-web/data/pages/products/cockpit/1.0/support/guidelines.txt · Last modified: 2024/05/01 18:52 (external edit)