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 large variety of operating system and version.
+{{DISPLAYTITLE:Submitting an Issue to TelcoBridges Support}}
-=== Submitting a problem to the support team ===
+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.
-:When submitting a problem, giving relevant information about your system will greatly help 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 ===
+<br>
-: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
+== Required information: System configuration  ==
-[[category:Needs revising]]
+Please provide the following required information:
+<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)
+<br> '''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
+<br> '''System configuration / set-up'''
+*Configuration summary (ex. SIP to SS7, MGC + H.248, ISDN Monitoring, etc.).
+**Provide the system configuration (see [[Troubleshooting_Toolpack#System_configuration_backup|Configuration backup]]).
+*Software release number (ex. 2.10.8)
+<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]]
+<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>
+[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>
+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>
+== 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.)