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Introduction

This document describe all the best practice to communicate with the support team and useful information to provide in order to help solve the case as fast as possible.

• Generally, the point of contact to communicate with DigDash support Team is sending an email to support@digdash.com.
• We do not recommend to contact directly a developer or a consultant for traceability and case follow-up reasons.
   

General detail of the case

• Even if a contact has already been initiated with the support team, please write a new email instead of responding to an old one.
• Always add the DigDash version reference
• Be as precise as you can be about your environment (OS, SSO, Https, proxy, …)

The workflow

The most difficult part of the support is reproducing the issue you met.

• Describe as much as possible the steps to reproduce it.
• Add screenshots of the result you have and the steps that has led to it.

The logs

• In case of error, please add server logs. The easiest way to get it is go to your administration part, page “Server status” or “Etat du serveur”, click on the link [ Set 'debug' log level ] (or Actual log level "info") and Download Log File.
• You can also add catalina’s log file by browsing DigDash server in the directory ../apache-tomcat/logs/
• Indicate in your email the date and time when the error occurred and the user credentials, the data models and information flow.

Backup and cubes

• In some complex cases, we may not be able to reproduce your issue. We will probably need to get a full save of your DigDash instance.
• To do so, go to the page “Configuration” > “Backup management” or “Gestion des sauvegardes” > “Save”
• Check every elements and then click on “Generate”. Click on the generated link to download the backup file.
• Attach the downloaded file to your request to support team. (If the file is too big, you can use https://wetransfer.com/)
• If the data sources are flat files (xls, csv, json, etc.) and they are relatively small, they will be included in the backup (part "Common server files > Data sources").
• It is possible to join datacubes generated by digdash
  • In the administration part, open “Server Status” or “Etat du serveur” and go to directory set at the line “Configuration Path”
  • Search for the folder that has the same name as the datamodel identifier found in the studio