What information will SOS need when you make 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.
• Look-up Known Issues 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 read only and is updated by the SOS development team.

Where to submit support requests?

To report issues there are two systems available:

• For customers of commercial JobScheduler licenses we provide access to our SOS Trouble Ticket System with individual service areas.
• Users of the open source JobScheduler license can ask for community support at the Sourceforge Ticket System

What information should be provided by you?

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

• the release of JobScheduler 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.

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

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

Support Request information for the component 'Managed Jobs PHP Interface'

1. Which browser in which version you use?
2. Which web server in which version you use?
3. Which version has the 'Managed Jobs PHP Interface'?

   For this click on the rabbit in the top left corner.

4. Please send us the 'PHP info'.

   For this the file ./web/phpinfo.php should exist. If not then create this file with the following content: 

   <?php phpinfo(); ?>

   After this type the URL http://[managed_jobs]/phpinfo.php, where [managed_jobs] is the virtual directory of your 'Managed Jobs PHP Interface'. 

5. Please increase the log level to 9 in the ./web/custom/custom.inc.php:

   if (!defined('APP_LOG_LEVEL')) { define ( 'APP_LOG_LEVEL', 9 ); }

   After this reproduce the error.A log file ./web/sos.log should be created. Make sure that the web server has write permissions to the ./web directory.Please send this log file.You can reset the log level to 0.

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