===== Guidelines =====

==== Support system ====

  * Support tickets are managed via our [[https://agentil.atlassian.net/servicedesk/customer/portal/9|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:
    * Cockpit logs ([[https://wiki.redpeaks.io/doku.php?id=products:cockpit:1.0:userguide:administration:logs|Collected from cockpit superadmin menu]])
      * For UI bugs, problem with managing data (errors on save/update/delete any data)
    * Redpeaks server logs ([[https://wiki.redpeaks.io/doku.php?id=products:promonitor:6.8:userguide:administration:adminconfig:logs|collected from Redpeaks UI]])
      * Usefull to investigate UI bugs
    * Redpeaks **worker logs** ([[https://wiki.redpeaks.io/doku.php?id=products:promonitor:6.8:userguide:administration:adminconfig: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.