Support:Submitting An Issue: Difference between revisions

Latest revision as of 23:37, 25 March 2018

When submitting a problem, your ability to provide relevant information about your system will greatly help the TelcoBridges support team in its efforts to bring to you a quick resolution.

Required information: System configuration

Please provide the following required information:

Description of the issue

Describe the issue and clearly as possible and with as much details possible.
Describe the steps or context in which the issues was experienced.
Provide steps to reproduce the issue, if possible.
Tracking number (If one was already provided to you by TelcoBridges TB Support)

System information

Type of TelcoBridges hardware device(s) (ex. TMG800, TMG3200, TMP6400, etc.)
Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
Topology diagram
Call flow diagram (Direction of calls)
IP network and connectivity diagram

System configuration / set-up

Configuration summary (ex. SIP to SS7, MGC + H.248, ISDN Monitoring, etc.).
- Provide the system configuration (see Configuration backup).
Software release number (ex. 2.10.8)

Troubleshooting capture
For troubleshooting, the TelcoBridges support team may require additional traces from the system. See Troubleshooting

Logging the issue in TBsupport tracking system

Once you have gathered all of the information required above, please log it in the TBsupport tracking system (bugzilla) here:
https://support.telcobridges.com
This will assign to you a tracking number to follow the progress of the issue. Your account e-mail will receive an update on each comment that is logged.
If you do not have a TBsupport tracking system account, please request one at support@telcobridges.com at the same time as sending the information for the issue.

Providing remote access to your system

If you choose to provide TelcoBridges with remote access to your system for the purpose of issue analysis and resolution, please provide the connection Information (SSH, Join.me, VPN, GoToMeeting, etc.)

@@ Line 1: / Line 1: @@
-TelcoBridges supports a wide variety of [[Supported operating systems|operating systems]] and versions. However, with such variety comes a certain amount of complexity. Consequently, when submitting a problem, your ability to provide relevant information about your system will greatly help the TelcoBridges support team in its efforts to bring quick resolution.
+{{DISPLAYTITLE:Submitting an Issue to TelcoBridges Support}}
+When submitting a problem, your ability to provide relevant information about your system will greatly help the TelcoBridges support team in its efforts to bring to you a quick resolution.
 <br>
@@ Line 7: / Line 9: @@
 Please provide the following required information:
-<br> '''System configuration / set-up'''
+<br> '''Description of the issue'''
+*Describe the issue and clearly as possible and with as much details possible.
+*Describe the steps or context in which the issues was experienced.
+*Provide steps to reproduce the issue, if possible.
+*Tracking number (If one was already provided to you by TelcoBridges TB Support)
-*Type of TelcoBridges hardware device(s) (ex. [[TMP6400]], [[TMG3200]], etc.)
+<br> '''System information'''
-*Toolpack/TMG-CONTROL software release number (ex. 2.3.8)
+*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TMP6400]], etc.)
-*Operating system version and architecture upon which the TelcoBridges software is running (e.g., CentOS 5.2 32bits, Debian 4 64bits, TMG3200(TBLinux), etc.)
+*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
+*Topology diagram
+*Call flow diagram (Direction of calls)
+*IP network and connectivity diagram
-<br> '''Application description'''
+<br> '''System configuration / set-up'''
+*Configuration summary (ex. SIP to SS7, MGC + H.248, ISDN Monitoring, etc.).
-*What does your application do? (e.g., [[Transcoding]], [[Ringback tones]], [[IVR]], etc.)
+**Provide the system configuration (see [[Troubleshooting_Toolpack#System_configuration_backup|Configuration backup]]).
-*Are you using [[Toolpack]] for telephony functions?
+*Software release number (ex. 2.10.8)
-**If 'Yes', are you using your own application?
-**If 'No', do you use callctrl libs?, ha_manager?
-*Application schematic
-**Please provide a complete diagram that explains with boxes, arrows, and text, how the system works. Please provide IP addresses, point codes of each component when applicable
-<br> '''Other information'''
+<br> '''Troubleshooting capture '''
+<br> For troubleshooting, the TelcoBridges support team may require additional traces from the system. See [[Troubleshooting]]
+*[[TBReport]]
+*[[Using Unique call trace|Call Trace]]
+*[[Toolpack Debug Application:Tbsigtrace|Low-level signalling trace]]
+*[[VoIP Ethernet Capture|VoIP capture]]
+*[[VoIP Ethernet Capture FreeSBC A|FreeSBC VoIP Ethernet capture]]
+*[[Target_Recording|Recording]]
+*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files|Applications logs]]
-*Description of the problem
-*Tracking number (If one was already provided to you by TelcoBridges TB Support)
 <br>
 == Logging the issue in TBsupport tracking system  ==
+Once you have gathered all of the information required above, please log it in the TBsupport tracking system (bugzilla) here: <br>
-Once you have gathered all of the information required above, please log it in the TBsupport tracking system here: <br>
+[https://support.telcobridges.com https://support.telcobridges.com]<br>
+This will assign to you a tracking number to follow the progress of the issue. Your account e-mail will receive an update on each comment that is logged. <br>
-[https://support.telcobridges.com:2443 https://support.telcobridges.com:2443]<br>
-This will assign you a tracking number to follow the progress of the issue. This account e-mail will get an update on each comment put in any tracking. <br>
 If you do not have a TBsupport tracking system account, please request one at support@telcobridges.com at the same time as sending the information for the issue.
+<br>
-<br>
 == Providing remote access to your system  ==
+If you choose to provide TelcoBridges with remote access to your system for the purpose of issue analysis and resolution, please provide the connection Information (SSH, Join.me, VPN, GoToMeeting, etc.)
-If you choose to provide TelcoBridges with remote access to your system for the purpose of issue analysis and resolution, please be prepared to provide us with the following information:
-*Type of connection (VPN, Microsoft Remote Desktop, SSH, GoToMeeting, etc.)
-*IP Address, if applicable
-*User name, if applicable
-*Password, if applicable