How to Log a Support Ticket for Best Results

Owned by Lucy Minato (Unlicensed)
Last updated: 14 Dec, 2023 by Shaun Forbes
3 min read

When you have a problem with Weave you can create a support ticket via the on-line support system available at support.cohga.com or you can also lodge support requests by email to support@cohga.com. Working out the cause of a problem can sometimes be difficult so the way to get the best result for all (problem report and problem solver) is to provide the most relevant information. This reduces the time that may be spent asking for required information and will result in a faster resolution of the issue. Clearly defining the problem, supplying supporting information, screenshots and configuration files is very helpful to the support team.

Step-by-step guide

  1. If you are having a problem figuring out how to configure a particular component of Weave, ensure that you include the configuration item you are having a problem with. Include any relevant files containing configuration items in your support request, or if you're including a Support Dump, provide a reference to the configuration items that you're having problems with so that we can locate it within the configuration files.
     

  2. If you are experiencing an error in the Weave client, it would help to include:

    1. Either a screen capture of the error message or the words of the error message (exactly as it appears) if a simple text description doesn't clearly explain what's happening.

    2. Any output generated in the browser developer console, and ensure that the client is started with ;debug appended to the URL, e.g. /weave/main.html;debug
      1. The developer console can generally be accessed by pressing F12, do this then reload the browser and switch to the "Console" tab and copy the generated output. More details on using the developer console can be found here.
      2. Note: A Support Dump does not include the information from the browser console, so even if you include a Support Dump please perform steps a and b above to include the browser-specific information.

    3. If you're not going to include a Support Dump, include as much of the weave.log file as possible (up to 8MB in size, preferably compressed if over 2MB).

    4. And provide a rough time when you performed the operation that showed the problem, so it can be cross-referenced in the weave.log file.
       

  3. If you are having a problem with a BIRT report ensure that you include:

    1. A copy of the original report design as well as the final report showing the problem.

    2. Include as much of the weave.log file as possible (up to 8MB in size, preferably compressed if over 2MB) from just after generating the report.

    3. Note: A Support Dump does include any report design files and the weave.log file, so you just need to indicate the name of the report that is having the issue if you provide a Support Dump.
       

  4. Reread your support ticket or email before sending it and ensure that it clearly explains what you actually mean, remember we're not seeing everything that you are seeing. If necessary, revise the text of your request, perhaps supplementing it with references to the relevant configuration items (if you're including a Support Dump) or the actual configuration items (if you're not including a Support Dump).
     

  5. If you are finding that something is not working as you expect, ensure that the part of the weave.log file that you are providing is related to the issue. Include as much of the weave.log file as possible (up to 8MB in size, preferably compressed if over 2MB).
     

  6. If you are running Weave version 2.4.15 or later you can execute a dump command at the OSGi prompt (or use the Support Tool from the Weave Administration Tool) that will produce a .zip file containing a collection of relevant support information that would greatly assist the Weave Support Team in resolving your issue.

    1. If you do generate a support in relation to a user operation generate the dump after performing the operation that causes the problem.

    2. If the zip file is greater than about 10MB you can upload it to https://adel.cohga.,com/upload.


More Weave Support information at the Weave Support page.