====== Raising a ticket ======

===== 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@agentil-software.com>

===== Before Registering a bug =====

  * Look in the trouble shooting section for some help
  * You might find the solution of the problem

===== 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
  * Activate **DEBUG** logs long enough to capture the problem
  * **Attach logs**: Logs are the best way to help solving the problem. There are several kinds of logs that you may attach:
    * Pro.Monitor **server logs** 
      * Usefull to investigate UI bugs
    * Pro.Monitor **worker logs**
      * Usefull to investigate Monitoring errors, shortdumps in SAP systems, connection errors
    * See ([[https://wiki.agentil-software.com/doku.php?id=products:promonitor:6.8:userguide:administration:adminconfig:logs|Download logs]])