4.5 Using the Support Center
The Support Center enables you to report software problems and to raise issues that require a support team response. After logging in to the Support Center, you will be able to:
• View the list of issues sorted by their state–NEW, ASSIGNED, VERIFIED, etc.
• Query previously reported issues
• View the details of a specific issue
• View an up-to-date account report specifying your SLA, provided deliveries, Hotfixes tracking and more
4.5.1 Home Page
Once logged in to the Support Center with the user name and password provided by Jungo, the home page is displayed. This page presents:
• Any reported issues that are not yet in CLOSED state
• Allows performing queries on previously posted issues
• Contains an 'Issue Writing Guidelines' link, which assists with reporting an issue (refer to Section 4.5.3)
• Contains an 'OpenRG Documents' link, which leads you to OpenRG's documentation, sorted by version, at Jungo's Web site
• Contains an 'Account Information' link, which presents the following information:
• SLA package details
• A 'Show Contacts Information' link, which presents the list of contacts on file in Jungo, as well as your focal point contact
• A 'Hotfix Report' section, which presents how many Hotfixes were provided and their status within Jungo (Adopted, Open, Scheduled, Rejected)
• A 'Distributions Tracking' section, which presents the OpenRG versions provided and the issue number with which the distribution can be found
4.5.2 Considerations Before Opening an Issue
The following should be considered before submitting an issue:
• Does the issue occur on Jungo's original OpenRG image?
• Can the issue be reproduced on Jungo's reference platform?
• An elaborated scenario by which the issue can be reproduced
• Capture any information that might assist in investigating and debugging
• Search Jungo's User Manual for instructions on how to reach a desired configuration
• Search Jungo's Programmer's Guide for instructions on how to add and manipulate functions
4.5.3 Reporting an Issue
An issue can be categorized into the following types:
• 'Howto' questions, requesting guidance for configuration and setups
• Clarification questions regarding OpenRG's functionality
• Reporting of issues, such as a crash observation, performance, behavioral anomaly, specification and RFC compliance, etc.
• Programming and source code related questions
• Enhancement proposal or request
To report and submit an issue to the support team, perform the following:
1. Click the 'New' link in your Support Center home page. Every field link in the 'Enter Issue' page, such as 'Version', 'Distribution', etc, leads to an explanation on that field.
2. In the 'Summary' field, enter a short title for the issue. Keep this title concise for easy tracking when queries are performed on the issues' database.
3. In the 'Version' drop-down menu, select OpenRG's version on which the issue was found.
To find out the version for an issue, perform one of the following:
• In OpenRG's Web-based Management, click the 'System' tab. The 'Overview' screen displays the software version
• Connect to the gateway using Telnet or a serial cable. Type "ver" (in versions prior to 4.3) or "system ver" (in versions 4.3 and up)
4. Select your distribution (platform) in the 'Distribution' drop-down menu.
Note: If your version, distribution, or any other field is not available in the drop-down menu, add a remark in the 'Description' field in order to notify the support team, which will add it for future use.
5. Select the priority for the issue in the 'Priority' drop-down menu. This field refers to the importance and order in which the issue should be handled by Jungo.
6. Select the severity for the issue in the 'Severity' drop-down menu. This field refers to the impact of the issue on OpenRG's functionality. For example:
LOW Severity P1 Priority Scenario You could not find documentation for a specific setup. The severity could be set to LOW, but the priority should be set to P1, as this is preventing you from achieving the desired setup.
HIGH Severity P5 Priority Scenario While running general QA testing on OpenRG, you encountered a crash in a component that will not be used in your project. The crash should be logged as HIGH severity, while the priority on your behalf would be P5–the least important.
7. In the 'Description' field, describe the issue elaborately. In order to reply to an issue promptly and accurately, we urge you to use the template guidelines, found within the 'Description' field. Following these guidelines will ensure that we receive all the details required to understand, reproduce and analyze the reported issue with minimum back and forth correspondence, thus preventing any delay in resolution.
4.5.4 Using Issue Queries
The 'Query' link in your Support Center home page enables you to search through the issues' database. You can follow up on an issue's status, or investigate whether an issue has already been reported. You can run simple or complex queries to track and locate previously reported issues. For your convenience, we have prepared several queries that may assist you in querying the database. These are: 'All issues', 'All unresolved issues', 'All closed issues', and 'All
4.5.5 Automatic Closure of Issues
The Jungo Support Center will automatically close issues, to which no response had been received, after about three months. Once an issue is resolved, or if more information is required for further investigation, the support team will send three reminders (over the duration of three months). If no reply is received, whether it is for verification or for more information, the support team will assume no further handling is required and close the issue automatically.