Support:Submitting An Issue: Difference between revisions

Revision as of 09:53, 19 August 2009

Telcobridges supports a large variety of operating system and version.

Submitting a problem to the support team

When submitting a problem, giving relevant information about your system will help greatly Telcobridges support. Please refer to the following list:

Type of TelcoBridges hardware (ex. TMP6400, TMG800)
Software release number (ex. 2.3.8)
Operating system version + architecture where TelcoBridges software is running (ex. CentOS 5.2 32bits, Debian 4 64bits, TMG3200(TBLinux))
Are you using Toolpack?

If so, are you using your own application?
If not, do you use callctrl libs?, ha_manager?

Setup diagram(A complete diagram that explain with boxes, arrows and text how the system works. Ip addresses, point codes of each components when applicable).
Application description (If you are using your own application, describe us what it does).
Description of the problem
Tracking number (If it was already given to you by Telcobridges support).
Once you have gathered all the information, send an email to TelcoBridges support.

Giving remote access to your system

When you are giving us remote access to your system, please give us the information required:

Type of connection (VPN, remote desktop, ssh, GoToMeeting, etc.)
IpAddress, if appilcable
User, if appilcable
Password, if appilcable

@@ Line 1: / Line 1: @@
 Telcobridges supports a large variety of operating system and version.
-When submitting a problem, giving relevant information about your system will help greatly Telcobridges support.
-:Please refer to the following list:
+=== Submitting a problem to the support team ===
-:*Type of TelcoBridges hardware                (ex. TMP6400, TMG800)
+:When submitting a problem, giving relevant information about your system will help greatly Telcobridges support. Please refer to the following list:
-:*Software release number                     (ex. 2.3.8)
+:*Type of TelcoBridges hardware (ex. TMP6400, TMG800)
+:*Software release number (ex. 2.3.8)
+:*Operating system version + architecture where TelcoBridges software is running (ex. CentOS 5.2 32bits, Debian 4 64bits, TMG3200(TBLinux))
 :*Are you using Toolpack?
-:*If not, do you use callctrl libs?, ha_manager?
+::*If so, are you using your own application?
-:*Operating system, version + architecture    (ex. CentOS 5.2 32bits, Debian 4 64bits)
+::*If not, do you use callctrl libs?, ha_manager?
-:*Setup diagram                                (simple image where is the TB is located, what is it connected to, IpAddress of the components if applicable)
+:*Setup diagram(A complete diagram that explain with boxes, arrows and text how the system works. Ip addresses, point codes of each components when applicable).
-:*Application description(Are you using TelcoBridges gateway application?, Are you using your own application? If so, describe us what it does.)
+:*Application description (If you are using your own application, describe us what it does).
 :*Description of the problem
-:*Tracking number, if it was already given to you by Telcobridges support
+:*Tracking number (If it was already given to you by Telcobridges support).
+:*Once you have gathered all the information, send an email to TelcoBridges support.
-:If you are giving us remote access to your system, please give us the information required:
+=== Giving remote access to your system ===
+:When you are giving us remote access to your system, please give us the information required:
 :*Type of connection (VPN, remote desktop, ssh, GoToMeeting, etc.)
 :*IpAddress, if appilcable
 :*User, if appilcable
 :*Password, if appilcable
-Once you have gathered all the information, send an email to TelcoBridges support.