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5 = Introduction =
7 This document describe all the best practice to communicate with the support team and useful information to provide in order to help solve the case as fast as possible.
9 * Generally, the point of contact to communicate with DigDash support Team is sending an email to
10 * We do not recommend to contact directly a developer or a consultant for traceability and case follow-up reasons.
13 = General detail of the case =
15 * Even if a contact has already been initiated with the support team, please write a new email instead of responding to an old one.
16 * Always add the DigDash version reference
17 * Be as precise as you can be about your environment (OS, SSO, Https, proxy, …)
19 = The workflow =
21 The most difficult part of the support is reproducing the issue you met.
23 * Describe as much as possible the steps to reproduce it.
24 * Add screenshots of the result you have and the steps that has led to it.
26 = The logs =
28 * In case of error, please add server logs. The easiest way to get it is go to your administration part, page “Server status” or “Etat du serveur”, click on the link [ Set 'debug' log level ] (or Actual log level "info") and Download Log File.
29 * You can also add catalina’s log file by browsing DigDash server in the directory ../apache-tomcat/logs/
30 * Indicate in your email the date and time when the error occurred and the user credentials, the data models and information flow.
32 = Backup and cubes =
34 * In some complex cases, we may not be able to reproduce your issue. We will probably need to get a full save of your DigDash instance.
35 * To do so, go to the page “Configuration” > “Backup management” or “Gestion des sauvegardes” > “Save”
36 * Check every elements and then click on “Generate”. Click on the generated link to download the backup file.
37 * Attach the downloaded file to your request to support team. (If the file is too big, you can use
38 * If the data sources are flat files (xls, csv, json, etc.) and they are relatively small, they will be included in the backup (part "Common server files > Data sources").
39 * It is possible to join datacubes generated by digdash
40 ** In the administration part, open “Server Status” or “Etat du serveur” and go to directory set at the line “Configuration Path”
41 ** Search for the folder that has the same name as the datamodel identifier found in the studio
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