Working with Abiquo Support

Support checklist

Please use this checklist when you have an issue.

1. Fully describe the issue including the date and time, affected systems, and if you can reproduce it

2. Check your environment including all of the metrics listed at Monitor platform servers

3. Determine the issue severity to ensure you always get the best possible service. See Assign the correct severity on tickets below

4. Obtain issue source data for the date and time of the problem. See Obtain issue source data below

5. 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

6. 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:

1. Enter Redis command line utility:

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

2. Run the lastsave command to check the timestamp of the last dump to disk:

   redis 127.0.0.1:6379> lastsave
   (integer) 1350346969

3. 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

4. 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.