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.

The 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:

• Jira Configuration File(Your database setting and other useful information)
• Mail Server Setting
• Jira Application Logs
• Tomcat Logs
• Jira Application Outgoing Logs
• Jira Application Incoming Logs
• Approval App Key info and data

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:

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.

Preliminary setup to collect debug logs case of Generic issues

Before to reproduce the bug, consider the possibility to enable com.herzum package Debug logs in order to collect more detailed information on the error:

• Navigate on System > Logging and Profiling

• Navigate on Default Loggers and click Configure to configure logging level for com.herzum package

• Edit package name 'com.herzum' and select logging level 'Debug'; click Add

Disable com.herzum package Debug logs after reproducing the issue:

• Scroll the Package list to locate com.herzum package and click Off

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

Preliminary setup to collect debug logs case of Automatic notification issues

Before to reproduce the bug, consider the possibility to enable com.herzumlog.approval.arn package Debug logs in order to collect more detailed information on the error:

• Navigate on System > Logging and Profiling

• Navigate on Default Loggers and click Configure to configure logging level for com.herzumlog.approval.arn package

• Edit package name 'com.herzumlog.approval.arn' and select logging level 'Debug'; click Add

Disable com.herzumlog.approval.arn package Debug logs after reproducing the issue:

• Scroll the Package list to locate com.herzumlog.approval.arn package and click Off

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

Preliminary setup to collect debug logs case of Jql Performance issues

Before to reproduce the bug, enable com.herzumlog.approval.performance package Debug logs in order to collect more detailed information on the error:

• Navigate on System > Logging and Profiling

• Navigate on Default Loggers and click Configure to configure logging level for com.herzumlog.approval.performance package

• Edit package name 'com.herzumlog.approval.performance' , select logging level 'Debug'and click Add

After you have reproduced the issue, disable com.herzumlog.approval.performance package Debug logs:

• Scroll the Package list to locate com.herzumlog.approval.performance package and click Off

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

Create and Download the export.zip file

Accomplish the following steps in order to generate the export.zip file that will allow us to investigate an issue with Herzum Approval app:

1. navigate the Support Request tab on the Troubleshooting and Support screen
2. fill the fields  showing up on the form:
   1. Contact Email
   2. Summary(required)
   3. Priority(required)
   4. Description

3. review the information to include into the file

   By default the file will include the following information:

   Jira Configuration File(Your database setting and other useful information)

   Mail Server Setting

   Jira Application Logs

   Jira Application Outgoing Logs

   Jira Application Incoming Logs

   Approval App Key info and data

4. download and attach the zip file to the ticket opened in the Herzum customer support portal.

 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.