This article provides guidance on what to include when submitting a support ticket.
Basic Information Needed
- Describe the problem while listing any details, including,
- The exact error message
- Steps performed to achieve the current outcome
- Relevant screenshots
- Basic configuration information (multi-server/single server, location of SQL/SASS/IIS)
- Version of:
- Discovery Center (found on the Home tab)
- Browser/Type
- SQL Server
- Windows Server
- IIS
- Relevant Logs for the specific problem you are experiencing (see table below)
Log Identification
Below is a chart for specific areas where an incident may occur. Please use this chart in determining Logs that you will need to submit along with your ticket.
| Logs to Include | Process | |||||||
|
|
Installation |
Web UI |
Skim |
Analysis |
Classification |
Process Reporting Database |
Reporting |
Actions |
|
Installation Log |
X |
|
|
|
|
|
|
|
|
Web UI Log |
|
X |
|
|
|
|
X |
|
|
Scheduler Log |
|
|
X |
X |
X |
X |
X |
X |
|
SchedulerTasks Log |
|
|
|
|
|
X |
|
X |
|
Activity History Audit/Exception Log |
|
|
X |
X |
X |
|
|
X |
|
Skimmer Log |
|
|
X |
|
|
|
|
|
|
Analysis Log |
|
|
|
X |
|
|
|
|
Verified users can submit support tickets through our portal when they require assistance.
Follow this link to submit a ticket.