1.) Information required while reporting Teamforge UI defects:[#]#

• The Subject of the support ticket needs to have a clear description of the issue that the users are facing.
• The Description of the ticket needs to ideally have the following details and structure (This is applicable while reporting any issues to the Support).

                          i). Is the issue specific to a single user/ repository/ project or if it is happening for all users and across all projects in the site.

                         ii). When was the last time/ date the application worked fine without showing the current issue?

                         iii). Are there any recent application/ Network/ Hardware configuration changes by other teams.

                         iv). Is the issue existing in Prod/ UAT/ Stage? Or all the instances?

                         v). Debug logs will only be helpful if they are captured from the time when the issue/ error is recreated.

                         vi). A detailed description of all the steps that lead to reproducing the issue.

• Upload all the application logs after reproducing the issue in DEBUG log level with proper Time Stamp. Application logs can be obtained from this path: /opt/collabnet/teamforge/log/apps/ (specifically vamessages log and server log), other logs from /opt/collabnet/teamforge/log/

Steps to enable DEBUG: Steps to Change LOG LEVEL: In Teamforge > Click 'Admin' > System Tools > Configure Logging > Log Level > Debug > Save.

Note: Make sure to enable INFO level logging once the required logs are captured. Having the DEBUG log level for a long time will cause a high server load and may result in application performance issues.

2.) Information required while reporting Teamforge Site Outages or Slow performance issues:[#]#

• Teamforge services status (Provide the output of command 'teamforge status')

• Provide the output (screen shots) of below 2 commands.

                           1. top

                           2. df -h

• Provide all the application logs (in DEBUG) covering at least an hour's time when the application was up before the outage/ issue actually happened. Provide logs from the following paths below:

            /opt/collabnet/teamforge/log/apps/

           /opt/collabnet/teamforge/log/runtime/

• Attach following file: /opt/collabnet/teamforge/runtime/conf/runtime-options.conf

3.) Information required while reporting Teamforge mail service not functional:[#]#

• Provide the screenshot of “Mail server” status from Teamforge admin > System Tools > Server status Check James service status from below command:

                   teamforge status -s mail

                   teamforge status -s phoenix

• Attach all the logs from locations:

                   /opt/collabnet/teamforge/log/phoenix/

                   /opt/collabnet/teamforge/log/apps/

• Provide the output of the below database query from the Teamforge database.

                  select distinct(queue), count(*) from stored_message group by queue;

4.) Information required while reporting Teamforge search service not functional:[#]#

• Provide the screenshot of “Search server” status from Teamforge admin > System Tools > Server status 
• Check ‘rmisearch’ service status from below command:

                     teamforge status -s codesearch-elasticsearch

• Attach all the logs from following locations:

                   /opt/collabnet/teamforge/log/phoenix/

                  /opt/collabnet/teamforge/log/apps/

• Output of below database query

                  select distinct(queue), count(*) from stored_message group by queue;

5.) Information required while reporting LDAP related issues:[#]#

• Is the LDAP configured using 'ctf_auth_manager' add-on or Teamforge Native LDAP?
• Is there any user login issues presently? For all users or single user?
• Screenshot of 'Manage Existing Profiles' page (Admin > 'Look' project > Auth manager > Manage Existing Profile).
• Try validating a username in LDAP profile page and share the result if validation successful or ending up with any error message.
• Was there any recent change in LDAP profile and LDAP server settings?
• Is the SSL certificate updated for LDAP server recently?
• Screenshot of 'Federation' and 'LDAP' pages in Admin > Identity
• Share outputs of below commands from Teamforge application server:

Note: If 'telnet' and 'ldapsearch' packages not installed on the server, above commands would give 'command not found' error. Install telnet using 'yum install telnet' and ldapsearch using 'yum install openldap-clients'.

6.) Information required on artifact display/ Markdown editor related issues:[#]#

• Is the display issue experienced in all browsers (IE, Chrome, Firefox)?
• Attach the screenshot of the display rendering issue.
• Is artifact created before 19.0 upgrade or after upgrade?
• Share a copy of expected text rendering in txt format.
• Is the same issue occur in all the artifacts and in all projects?
• Is the rendering text display same when 'Code' option is used?

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7.) BCP process in NSE:[#]#

Refer:

Issues encountered in Step iii Provisioning

Check List before proceeding with BCP

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8.) Teamforge Stop and Start Process:[#]#

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9.) SSL certificate renewal:[#]#

           (Reviewing site-options.conf of NSE, the certs are in /opt/collabnet/cert/ location)

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10.) Teamforge Logs for appropriate information:[#]#