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All administrative functions of Herzum Approval require you to be a user with the Jira Administrators or Jira System Administrators global permission.

Overview

The Support Request tab allows you to create a zip file containing useful information about your instance that, when you ask for Herzum assistence, can be requested by Herzum support Team for troubleshooting purposes.

Preliminary setup

Preliminary setup to collect debug logs case of Outgoing or incoming email issues

Take care to enable the Jira Outgoing Mail and Incoming Mail logs in order to allow the app retrieving these information.

The  Support Request steps of the operations to be performed are shown below::

Step 1 of 4: Enter data into the support form

In this step some preliminary information is requested:

  • Contact Email
  • Summary (required)
  • Priority (required)
  • Description
  • Approval version (not editable, already set)

Step 2 of 4: Create the Herzum export.zip file

In this step you can view and select the information to include in the export.zip file to be created.

By default the file will include the following information:

  • Tomcat Logs

Important

In some cases, the export.zip file may be so large that it cannot be created. In this case it is recommended to exclude the Tomcat Logs section.

Enable the herzum package debug logs and reproduce the bug

Step 3 of 4: Enable the herzum package debug logs and reproduce the bug

In this step you can enable the herzum package debug logs and reproduce the bug.

The operations to be performed in sequence are as follows:

  1. Enable Debug logging level for the com.herzum.package
  2. Enable Debug logging level for the com.herzumlog.package
  3. Reproduce the bug
  4. Disable Debug logging for com.herzum package
  5. Disable Debug logging for com.herzumlog package


With the first operation you can configure Enable Debug logging level for the com.herzum




With the second operation you can configure Enable Debug logging level for the com.herzumlog

The third thing to do is to reproduce the bug in the environment monitored by herzum log levels.

With the fourth operation you can disable com.herzum package Debug logs after reproducing the issue:


With the fifth operation you can disable com.herzumlog package Debug logs after reproducing the issue:


(info)  It's recommended to setup the Debug logging level temporarily and only for troubleshooting purposes.

Step 4 of 4: Download the Herzum export.zip file

In this step you can download the Herzum export.zip file.


(info) The export.zip will include only latest 2000 tuples of the Audit Logs and related tuples of the AuditLogsDetail but with a Max of 4000 tuples.


In this section

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