Wiki source code of Fiches Résolution
Last modified by Aurelie Bertrand on 2020/07/23 17:49
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9.1 | 1 | {{ddchildren/}} |
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10.2 | 3 | ---- |
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9.1 | 5 | = Introduction = |
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26.1 | 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. |
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9.1 | 8 | |
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26.1 | 9 | * Generally, the point of contact to communicate with DigDash support Team is sending an email to support@digdash.com. |
| 10 | * We do not recommend to contact directly a developer or a consultant for traceability and case follow-up reasons. | ||
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9.1 | 12 | |
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26.1 | 13 | = General detail of the case = |
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9.1 | 14 | |
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26.1 | 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, …) | ||
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9.1 | 18 | |
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26.1 | 19 | = The workflow = |
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9.1 | 20 | |
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26.1 | 21 | The most difficult part of the support is reproducing the issue you met. |
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9.1 | 22 | |
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26.1 | 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. | ||
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9.1 | 25 | |
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26.1 | 26 | = The logs = |
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9.1 | 27 | |
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26.1 | 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. | ||
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12.1 | 31 | |
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26.1 | 32 | = Backup and cubes = |
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12.1 | 33 | |
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26.1 | 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 https://wetransfer.com/) | ||
| 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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26.1 | 44 | |
| 45 | [[image:https://lh4.googleusercontent.com/4Z3Z5pLAui8VkcDsjeNUam8bxDZYgspUUznlPLCtaLURYNlFdnNxRoCkUrsQeQNuqTrSYboPil1lPQ23kKx-10XzXf3YkXH35ogbg5haK7yuZLvfiM8BJ_D5Fjxs8Bdpr9PzY-_srI0||height="201" width="504"]][[image:https://lh4.googleusercontent.com/KboY00DuS0GhzT-Y7S06u3BVwXo3pGhpGPyF6maPW7d2zwR7uJqjIZBJXP2T9ga7DL_VFWCp4NoO7SRUBOOYz3vdSN7mSAYyR9g_FrrkOBimKocETb0F0CswwDNM7nblEWANrSHdOLY||height="200" width="587"]] | ||
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