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.
- Please get familiarized yourself about the Support Options your company has purchased for your team, since this will be a required information when adding a ticket:
- 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.
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?
Required Log Files and Job Objects
- Please get yourself familiarized about JobScheduler's Logs.
| Log | Location | Function |
|---|---|---|
| Debug Log | $SCHEDULER_DATA/logs/scheduler.log | debug information |
| Main Log | $SCHEDULER_DATA/logs/scheduler-<yyyy-mm-dd-hhmmss>.<scheduler-id>.log | general information, includes task log |
| Job related objects (*.xml) | $SCHEDULER_DATA/config/live/ | configuration files for job objects in the respective subfolder |
Product Maintenance Support (Standard Support / 24/7 Support / Long Term Support)
JobScheduler
- Describe the error or problem that you are facing with as much as information as you can provide about the nature, possible causes and most importantly 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 JOC GUI then provide us the screenshot from the GUI with highlighted error message.
- Please provide Debug Log and Main Log covering the period when the error has occurred.
- Also mention if you have changed anything in your server environment, operating system, database, e.g. upgrade, firewall settings or you have changed 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 the error is related to a specific JobScheduler object e.g. job chain, job then provide these objects with your support ticket
- Please attach all these files to your support request in the respective Ticket System.
JobScheduler Object Editor (JOE) / JobScheduler Information Dashboard (JID)
- If an error has occurred in the JobScheduler Object Editor (JOE) / JobScheduler Information Dashboard (JID) then 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
Please attach these files to your support request in the respective Ticket System.
Service Request Support
- 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 processes
- details about existing business processes
- 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
- a flow diagram of the business processes
- If you need our assistance to improve an existing JobScheduler job chain, please provide
- existing JobScheduler configuration e.g. job chain, job, order etc.
- expected outcome from the JobScheduler automation
- In order to provide efficient assistance we need some information about your environment
- the JobScheduler release that is being used (e.g. 1.9.2),
- the operating system on which the JobScheduler 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).
- Please attach all these files to your support request in the respective Ticket System.
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. 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.