What information will SOS need when you submit a support request?

What to do before posting support requests?

We kindly ask you to check the following items before posting your support request:

• Verify that the problem is related to a product defect and please read the terms of Product Maintenance and the detailed Terms and Service Levels to get a complete overview on the organization of the support.
• Look-up Known Issues in the knowledge base to check for available solutions.
• Check our Change Management System. Your issue might already have been reported and might be solved in an upcoming release. The Change Management System is updated by the SOS Development Team.
• Please get familiarized yourself about the type of support (listed below) your company has purchased for your team, since this will be a required information when when your are adding a ticket.
  • Standard Support
  • Service Request Support
  • Long Term Support
  • 24/7 Support

Where to submit support requests?

To report issues there are two systems available:

• For customers of a Commercial License we provide access to the SOS Ticket System with individual service areas.
• Users of an Open Source License can ask for community support, for details see Community Resources.

What information should be provided by you?

Product Maintenance Support ( Standard Support  / 24/7 Support / Long term Support )

• Describe the error or problem you are facing with as much as information you can provide about the nature, possible causes and most importantly if possible how to reproduce the problem?
• Provide the original error message from the JobScheduler or the JobScheduler agent.
• If an error has occurred in the JobScheduler GUI or JobScheduler Information Dashboard provide us the screenshot from the GUI with highlighted error message.
• if an error has occurred in the JobScheduler Object Editor (JOE ) 

  • release number : the release number will be shown in title of the JOE window

  • Log open a shell. Start $SCHEDULER_HOME/bin/jobeditor.sh|cmd debug > file.log Please send us file.log

• If an error has occurred in the JobScheduler Information Dashboard ( JID )

  • release number : the release number will be shown in title of the JID window

  • Log open a shell. Start $SCHEDULER_HOME/bin/dashboard.sh|cmd debug > file.log Please send us file.log

• For the quick response of the Ticket please provide Debug Log and Main Log covering the period when the error has occurred .
  • Please get yourself familiarized about JobScheduler's Logs  here.
• Also mention if you have change any thing in your server environment OS, Database e.g. Version upgrade, firewall settings or you have change settings in the JobScheduler itself e.g. change in the Database connection, port etc.
• If JobScheduler has been setup in a Master and Agent architecture or  Active/Passive cluster architecture, please provide Main Log and Debug Log from all the JobSchedulers affected by the error.
  • In case of Master and Agent architecture, provided Logs from Master and Agent JobSchedulers.
  • In case of JobScheduler Cluster, provide Logs from all the Cluster Member JobSchedulers. 
• If error is related to a specific JobScheduler object e.g. job chain, job then provide JobScheduler objects also from the $SCHEDULER_DATA/config/live/
• Please attach all these files to your support request in the respective Ticket System.

Service Request

• Describe your use case/requirement related to the JobScheduler as much as possible in the detail.
• If you need our assistance to implement  a JobScheduler's job chain, if possible please provide 
  • a flow diagram of the business process
    
  • details about existing business process 
    • corresponding program/application/scripts
    • OS platform, database system, FTP/SFTP server 
    • parameters
    • time and scheduling rules
    • exceptions in the business process 
  • expected outcomes from the JobScheduler automation
• If you need our assistance to improve a existing JobScheduler job chain, please provide 
  • existing JobScheduler configuration e.g. job chain, job, order etc
  • expected outcomes from the JobScheduler automation
  
  

In order to support you we need some information about your environment:

• the release of JobScheduler/JADE that is being used (e.g. 1.7.4189),
• the operating system on which it is running (e.g. RHEL x.y, Windows 2008 Server R2),
• the database management system and version that is being used ( e.g. MySQL 5.3, Oracle 10g )

In order to efficiently process your support request you should send the following files:

Please, attach these files to your support request in the respective Ticket System.

Finally, any information you might know about the cause of a problem will be helpful:

• Original error message as reported by the system.
• Screenshot e.g. of a JobScheduler GUI or any other GUI should a problem be reported by that GUI.
• Any description to what extent JobScheduler would not behave as stated in the documentation.
• The behaviour that you expect from JobScheduler and its effective behaviour.

Please, attach these files to your support request in the respective Ticket System.

What information for JOE should be provided by you?

Release number of JOE Please start JOE. The release number will be shown in title of the JOE window

Log Please open a shell. start $SCHEDULER_HOME/bin/jobeditor.sh|cmd debug > file.log Please send us file.log

What information for JID should be provided by you?

Release number of JID Please start JID. The release number will be shown in title of the JID window

Log Please open a shell. Start $SCHEDULER_HOME/bin/dashboard.sh|cmd debug > file.log Please send us file.log

How to transfer log files to SOS?

How to attach log files to trouble tickets?

When using our trouble ticket system you can attach files. e.g. log files like scheduler.log. You can attach the files in the initial support request and in an answer you send us. The maximum file size is 16 MB. However it is possible to attach more than one file of the maximum size to one message.

How to split large log files?

If you want to send files that are larger than the maximum size of 16 MB then you can split them into several volumes, e.g. by using 7-Zip.

What to do if none of the above recommendations works?

Please, get in touch with us. We will find a way how to receive your log files.