Working with Abiquo support

Support checklist
Obtain issue source data
- Abiquo logs
- MySQL
- Redis
- Sosreport
Assign the correct severity on the tickets

Support checklist

Please use this checklist when you have an issue.

Fully describe the issue including the date and time, affected systems, and if you can reproduce it
Check your environment including all of the metrics listed at Monitor platform servers
Determine the issue severity to ensure you always get the best possible service. See Assign the correct severity on tickets below
Obtain issue source data for the date and time of the problem. See Obtain issue source data below
For non-critical issues within Abiquo, please check the documentation for the supported functionality and expected behavior. Remember that you can always request documentation from Abiquo Platform and Customer Success Team
Open your ticket for the Abiquo Platform and Customer Success Team at the Abiquo Support Portal

Obtain issue source data

When placing a support request you may be asked for the following information.

Abiquo logs

The logs can be found at /opt/abiquo/tomcat/logs. Please capture and compress the files by running:

$ tar cvzf /tmp/abiquo-logs.tar.gz /opt/abiquo/tomcat/logs

and send us the file from /tmp/abiquo-logs.tar.gz.

MySQL

If you need to make a dump of the database, you can obtain it by typing:

$ mysqldump --routines --triggers kinton > kinton_dump_`date +%d%m%y`.sql

If the ticket you are reporting is related to accounting, you can export the accounting database with:

mysqldump --routines --triggers kinton_accounting | bzip2 -z > /tmp/kinton_accounting_dump_`date +%d%m%y`.sql.bz2

Redis

If you need to dump Redis content you should follow these steps:

Enter Redis command line utility:

root@localhost:~# redis-cli
redis 127.0.0.1:6379>

Run the lastsave command to check the timestamp of the last dump to disk:
```
redis 127.0.0.1:6379> lastsave
(integer) 1350346969
```
Run bgsave, which will fork Redis and start a background dump that will prevent current clients from being blocked by the dump
```
redis 127.0.0.1:6379> bgsave
Background saving started
```
Run lastsave again and check that the timestamp has been updated. If the timestamp did not change wait one minute and repeat this step until the timestamp gets updated.
```
redis 127.0.0.1:6379> lastsave
(integer) 1350347450
```

After this you will find a dump of the database located in /var/lib/redis/dump.rdb

Sosreport

This report runs from the command line. It is a Red Hat (R) utility that collects detailed hardware and setup information about the Abiquo server. It can be executed by typing:

sosreport

From Abiquo 4.2 onwards it is possible to specify the number of days to collect by the SOS plugin (default is 7 days):

sosreport -k abiquo_sos.days=15

The file location will be displayed when the utility has finished running. The default location will be under / tmp . Once generated, upload it to sos-files.abiquo.com server or to a CDN and share its location with Abiquo Support team through the Support portal.

Assign the correct severity on the tickets

To ensure that you and other customers receive the best support possible, please assign the correct severity to your tickets.

Severity	Description
P1 - A critical incident with very high impact	An issue resulting in total loss of functionality of the installed Software in a production environment or a significant proportion of the installed Software in a production environment, and where no practical workaround exists. Does not include issues associated with the installation of the Software or its use in a testing, staging or other non production environment
P2 - Major function failure or core functionality significantly impacted	An issue resulting in the loss of a significant performance degradation of a major function in the installed Software in a production environment, and where no practical workaround exists. Does not include issues associated with installation of the Software or its use in a testing, staging or other non-production environment
P3 - Usable performance degradation or workaround available	An issue resulting in performance degradation, loss or impairment of a minor function. An issue that would be considered a Critical or major Issue if a practical workaround did not exist. Issues regarding installation or in non-production environments would be considered a Critical Issue of major issue if they occurred in a production environment.
P4 - Request or defect report	Any issue not defined as Critical Issue, Major Issue, or Minor Issue, including cosmetic defects, documentation errors, information requests, advice and feature requests