Wiki source code of Fiches Résolution
Last modified by Aurelie Bertrand on 2024/08/22 14:09
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9.1 | 1 | {{ddchildren/}} |
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10.2 | 3 | ---- |
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9.1 | 5 | = Introduction = |
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38.1 | 7 | 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. |
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9.1 | 8 | |
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38.1 | 9 | * Generally, the point of contact to communicate with DigDash support Team is sending an email to support@digdash.com. |
| 10 | * We do not recommend to contact directly a developer or a consultant for traceability and case follow-up reasons. | ||
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9.1 | 12 | |
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38.1 | 13 | = General detail of the case = |
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9.1 | 14 | |
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38.1 | 15 | * Even if a contact has already been initiated with the support team, please write a new email instead of responding to an old one. |
| 16 | * Always add the DigDash version reference (available on page **Server Status**). | ||
| 17 | * Be as precise as you can be about your environment (OS, SSO, Https, proxy, …). | ||
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9.1 | 18 | |
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38.1 | 19 | = The workflow = |
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9.1 | 20 | |
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38.1 | 21 | The most difficult part of the support is reproducing the issue you met. |
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9.1 | 22 | |
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38.1 | 23 | * Describe as much as possible the steps to reproduce it. |
| 24 | * Add screenshots of the result you have and the steps that has led to it. | ||
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9.1 | 25 | |
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38.1 | 26 | = The logs = |
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9.1 | 27 | |
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38.1 | 28 | * In case of error, please add server logs : |
| 29 | ** The easiest way to get it is go to your administration part, page **Server status**, click on the link Set 'debug' log level | Current log level "info" | __**Download Log File**__. | ||
| 30 | [[image:Global_status.png||alt="Global status"]] | ||
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12.1 | 32 | |
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38.1 | 33 | (% class="box infomessage" %) |
| 34 | ((( | ||
| 35 | You can also add catalina’s log file by browsing DigDash server in the directory ../apache-tomcat/logs/ | ||
| 36 | ))) | ||
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12.1 | 37 | |
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38.1 | 38 | * Les logs du **studio**. |
| 39 | ** Go to Studio > Menu > Options > Adanced tab > **Download Studio Logs | ||
| 40 | [[image:Global_status.png||alt="Studio Logs"]]** | ||
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| 42 | * Indicate in your email the date and time when the error occurred and the user credentials, the data models and information flows concerned. | ||
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9.1 | 43 | |
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38.1 | 44 | = Backup and cubes = |
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9.1 | 45 | |
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38.1 | 46 | 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: |
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27.1 | 47 | |
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38.1 | 48 | 1. Go to the page Configuration > Backup management > **Backup**. |
| 49 | 1. Check necessary elements and then click on **Generate**. | ||
| 50 | ➡ Attach the downloaded file to your request to support team. | ||
| 51 | 1. If the data sources are flat files (xls, csv, json, etc.) and they are relatively small, they can be included in the backup (part "Common server files > Data sources"). | ||
| 52 | 1. Data cubes generated in DigDash can also be attached. Two possibilities are offered : | ||
| 53 | 1*. __From the backup page:__ | ||
| 54 | ❗For this method, the user must have the authorization (ACL) **Admin > Manage Servers permission**. | ||
| 55 | 1**. Add the parameter "showCubes=true" at the end of the backup (or restore) URL to make the cubes appear in the **Server Common Files** section of the backup page. | ||
| 56 | [[image:Display_cubes.png]] | ||
| 57 | 1**. Select the necessary cubes before generating the backup. | ||
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| 59 | 1*. __From the work directory:__ | ||
| 60 | 1**. On the DigDash server, go to the work directory (information available on the **Server Status** page). | ||
| 61 | [[image:Work_directory.png||alt="Work directory"]] | ||
| 62 | 1**. In the **cubes** directory, identify the folders with the identifiers of the cubes we will need (find these identifiers in the data model panel) and make an archive to attach to the backup file. | ||
| 63 | [[image:Data_model_panel.png||alt="Data model panel"]] | ||
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34.1 | 65 |