There are several things that should be included with Support Requests to collect details about the problem. Providing thorough and detailed information helps the Support Team understand the scope of the issue.
1). A description of the issue.
- When did the issue begin?
- What component or agent names does the issue occur in? (e.g., Foglight Management Server or SQL Server agent named "MYTESTSQLSERVER")
- What is the deficient result?
- What is the expected outcome?
2). A list of steps that the Support or Development team can use to replicate the issue.
Even if the issue is intermittent or unpredictable, an attempt to provide context for something like a random crash makes it easier to determine where source the issue is.
3). Support Bundles
- A current Foglight Management Server support bundle and a Foglight Agent Manager support bundle should always be included. Knowledgebase article 41911 provides details on how to create Support Bundles from the Foglight UI and command lines.
- For performance issues in the Foglight User Interface (UI), thread dump bundles can be helpful. Knowledgebase article 41911 provides details on how to create thread dumps from the Foglight UI and command lines.
4). Sample documents, screenshots, screencasts, or any materials that demonstrate the issue.
5). Any configuration information or recent changes to the environment that you can easily determine as applicable
- Has the environment been upgraded recently?
- Is the issue happening for some or all users?
- Does the issue occur for all agents of a certain type? (e.g., all SQL Server agents are affected)
- Does the issue only occurs for monitored hosts of a specific Operating System or Platform?
- Is the system High Availability or involves a Federator (Federation)?
6). A description of steps (if any) that you have already taken in an attempt to fix the issue.
This helps Support and Development personnel to avoid asking obvious questions that require additional back and forth.
- Log files that have been reviewed
- Knowledgebase searches already undertaken or articles that have been read
7). SQL queries, script output, or error log messages
If you include text outputs (such as SQL queries, SQL or Groovy output, or long Java application exceptions), it's preferable in most situations to provide it as an attachment instead of pasting the entire report into the Service Request.
- Pasting long blocks of text output into the Service Request may cause critical details to be truncated.
- The exception to this is specific information within a log file that may be exactly what is typed into Supportlink when searching for a solution. This would be a short block found in the log file such as the following
YYYY-06-20 17:15:13.773 WARN [Quartz-2] com.quest.glue.core.comms.transport.http.Client - The upstream server indicated that the service we are connecting at http://TESTFMS:8080/catalyst-glue-service/message/secure to is temporarily unavailable, possible due to an upgrade in progress. The request will be retried at a later time. Received response code 503. Explanation: The adapter for the agent manager is not currently activated. Extra info: There has never been a successful connection to this host. 44 connection failures so far..
com.quest.glue.common.comms.transport.http.ServiceUnavailableHttpException: Received HTTP code: 503 from remote host connecting to URL http://TESTFMS:8080. Reason: . Explanation: The adapter for the agent manager is not currently activated