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== Consideration before filing a ticket == |
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== Consideration before filing a ticket == |
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In order to provide an accurate and timely resolution to ticket, there a few basic things that should be taken into account before filing a ticket. Here are some things to preemptively consider that will likely be asked for during the ticket's life:
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In order to provide an efficient resolution to your ticket, there a few basic things that should be taken into account before filing a ticket. Here are some dos and don'ts about making tickets:
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If it's a configuration question:
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Do:
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*What are you trying to do?
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*What have you tried?
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*What specifically isn't working?
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*Have you checked the docs [http://docs.urbancode.com/uDeploy/4.8/html/content/index.html here]?
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If it pertains to an error:
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*Let us know what you're trying to do
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*Provide the step's output log (black command prompt box in the component process request screen)
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*Describe the error or question in depth
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*Provide the server's logs, at least back to the beginning of the deployment (%server_home%/var/log)
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*Give what step in the process is failing
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*What step is giving the error?
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*Provide step output logs
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*What plugin does the step belong to?
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*Provide the plugin and plugin version the step is from
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*How do you have your step configured?
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*Provide server logs
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*What do you expect the outcome to be, once corrected?
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*Provide a start time for the deployment
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*List steps taken to reproduce the error
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*For feature requests, describe what you would like implemented or changed, as well as how and what it will help with
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Don't:
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*Only post the error in the description (this hardly ever enough information for us to help you)
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*Assume we have in depth knowledge of the programs we integrate with (We're uDeploy ninjas, and 3rd party amateurs)
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*Use the same ticket for a different problem unless it stems from the original issue (we use tickets for future troubleshooting)
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*Only use one ticket priority (If it's very time sensitive and/or detrimental to production, make it High. If not, it's probably medium or low. Check your SLAs)
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