Support:Submitting An Issue - Revision history

William Wong: /* Required information: System configuration */

2018-03-26T03:37:56Z

Required information: System configuration

← Older revision		Revision as of 23:37, 25 March 2018
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	*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]		*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]
	*[[VoIP Ethernet Capture\|VoIP capture]]		*[[VoIP Ethernet Capture\|VoIP capture]]
	*[[VoIP Ethernet Capture FreeSBC A\|FreeSBC VoIP capture]]		*[[VoIP Ethernet Capture FreeSBC A\|FreeSBC VoIP Ethernet capture]]
	*[[Target_Recording\|Recording]]		*[[Target_Recording\|Recording]]
	*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]		*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]

William Wong: /* Required information: System configuration */

2018-03-26T03:26:26Z

Required information: System configuration

← Older revision		Revision as of 23:26, 25 March 2018
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	*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]		*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]
	*[[VoIP Ethernet Capture\|VoIP capture]]		*[[VoIP Ethernet Capture\|VoIP capture]]
			*[[VoIP Ethernet Capture FreeSBC A\|FreeSBC VoIP capture]]
	*[[Target_Recording\|Recording]]		*[[Target_Recording\|Recording]]
	*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]		*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]

Cbilodeau: remove TSBC5000

2017-10-19T19:40:00Z

remove TSBC5000

← Older revision		Revision as of 15:40, 19 October 2017
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	<br> '''System information'''		<br> '''System information'''
	*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200~~]], [[TSBC5000~~]], [[TMP6400]], etc.)		*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TMP6400]], etc.)
	*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)		*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
	*Topology diagram		*Topology diagram

Lucas Trottier at 13:09, 3 April 2017

2017-04-03T13:09:14Z

← Older revision		Revision as of 09:09, 3 April 2017
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			{{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.		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.

Cbilodeau: change TSBC3000 to TSBC5000

2016-12-05T18:53:37Z

change TSBC3000 to TSBC5000

← Older revision		Revision as of 14:53, 5 December 2016
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	<br> '''System information'''		<br> '''System information'''
	*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[~~TSBC3000~~]], [[TMP6400]], etc.)		*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TSBC5000]], [[TMP6400]], etc.)
	*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)		*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
	*Topology diagram		*Topology diagram

Luc Morissette: Added TBReport link

2016-10-31T14:23:47Z

Added TBReport link

← Older revision		Revision as of 10:23, 31 October 2016
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	<br> '''Troubleshooting capture '''		<br> '''Troubleshooting capture '''
	<br> For troubleshooting, the TelcoBridges support team may require additional traces from the system. See [[Troubleshooting]]		<br> For troubleshooting, the TelcoBridges support team may require additional traces from the system. See [[Troubleshooting]]
			*[[TBReport]]
	*[[Using Unique call trace\|Call Trace]]		*[[Using Unique call trace\|Call Trace]]
	*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]		*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]
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	<br>		<br>

	== Logging the issue in TBsupport tracking system ==		== 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 (bugzilla) here: <br>

Luc Morissette: Updated page

2016-08-09T19:21:54Z

Updated page

← Older revision		Revision as of 15:21, 9 August 2016
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	~~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 to you a quick resolution.		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>		<br>
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	<br> '''System information'''		<br> '''System information'''
	*Type of TelcoBridges hardware device(s) (ex. [[~~TMP6400~~]], [[TMG3200]], etc.)		*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TSBC3000]], [[TMP6400]], etc.)
	*Serial numbers of TelcoBridges hardware units (ex. ~~TB00xxxxx~~)		*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
	*Topology diagram~~, call~~ flow diagram, IP network and connectivity diagram~~, etc. Depending on the issue reported, those information could be critical for the team to properly understand the environment in which you system is working.~~		*Topology diagram
			*Call flow diagram (Direction of calls)
			*IP network and connectivity diagram

	<br> '''System configuration / set-up'''		<br> '''System configuration / set-up'''
			*Configuration summary (ex. SIP to SS7, MGC + H.248, ISDN Monitoring, etc.).
	*Configuration summary (ex. SIP to SS7, MGC + H.248, ~~SIP to~~ ISDN, ~~ect~~.).		**Provide the system configuration (see [[Troubleshooting_Toolpack#System_configuration_backup\|Configuration backup]]).
	**Provide the system configuration (see ~~https://docs.telcobridges.com/tbwiki/~~Troubleshooting_Toolpack#System_configuration_backup).		*Software release number (ex. 2.10.8)
	*~~Toolpack/TMG-CONTROL software~~ release number (ex. 2.3.8)
	*Operating system version and architecture upon which the TelcoBridges software is running (e.g., CentOS 5.2 32bits, Debian 4 64bits, TMG3200(TBLinux), etc.)

	<br> '''Troubleshooting capture '''		<br> '''Troubleshooting capture '''
			<br> For troubleshooting, the TelcoBridges support team may require additional traces from the system. See [[Troubleshooting]]
			*[[Using Unique call trace\|Call Trace]]
			*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]
			*[[VoIP Ethernet Capture\|VoIP capture]]
			*[[Target_Recording\|Recording]]
			*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]

	*Call trace, low-level signalling capture, Toolpack applications logs, etc. See https://docs.telcobridges.com/tbwiki/Troubleshooting

	~~<br> '''Application information ''(for TDev customer and Solution developers)'''''~~

	*What does your application do? (e.g., [[Transcoding]], [[Ringback tones]], [[IVR]], etc.)
	*Are you using [[Toolpack]] for telephony functions?
	**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>		<br>

	== Logging the issue in TBsupport tracking system ==		== 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 (bugzilla) here: <br>

	[https://support.telcobridges.com https://support.telcobridges.com]<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>		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.		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 ==		== 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

Martin Provencher: Revert last "bugzilla" changes

2014-09-02T17:29:34Z

Revert last "bugzilla" changes

← Older revision		Revision as of 13:29, 2 September 2014
Line 42:		Line 42:
	== Logging the issue in TBsupport tracking system ==		== 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 (bugzilla) here: <br>

	[https://support.telcobridges.com https://support.telcobridges.com]<br>		[https://support.telcobridges.com https://support.telcobridges.com]<br>

Martin Provencher: Add "bugzilla" test 2

2014-09-02T17:27:31Z

Add "bugzilla" test 2

← Older revision		Revision as of 13:27, 2 September 2014
Line 42:		Line 42:
	== Logging the issue in TBsupport tracking system ==		== 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 ( bugzilla ) here: <br>

	[https://support.telcobridges.com https://support.telcobridges.com]<br>		[https://support.telcobridges.com https://support.telcobridges.com]<br>

Martin Provencher: Add "bugzilla"

2014-09-02T17:26:51Z

Add "bugzilla"

← Older revision		Revision as of 13:26, 2 September 2014
Line 42:		Line 42:
	== Logging the issue in TBsupport tracking system ==		== 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 here: <br>		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>		[https://support.telcobridges.com https://support.telcobridges.com]<br>

← Older revision		Revision as of 23:37, 25 March 2018
Line 33:		Line 33:
	*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]		*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]
	*[[VoIP Ethernet Capture\|VoIP capture]]		*[[VoIP Ethernet Capture\|VoIP capture]]
	*[[VoIP Ethernet Capture FreeSBC A\|FreeSBC VoIP capture]]		*[[VoIP Ethernet Capture FreeSBC A\|FreeSBC VoIP Ethernet capture]]
	*[[Target_Recording\|Recording]]		*[[Target_Recording\|Recording]]
	*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]		*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]

← Older revision		Revision as of 23:26, 25 March 2018
Line 33:		Line 33:
	*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]		*[[Toolpack Debug Application:Tbsigtrace\|Low-level signalling trace]]
	*[[VoIP Ethernet Capture\|VoIP capture]]		*[[VoIP Ethernet Capture\|VoIP capture]]
			*[[VoIP Ethernet Capture FreeSBC A\|FreeSBC VoIP capture]]
	*[[Target_Recording\|Recording]]		*[[Target_Recording\|Recording]]
	*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]		*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files\|Applications logs]]