Page Comparison

Add a “Download Support Packet” button to allow customers to generate the support packet.  

N/A

considering plugin

• Server OS

• Database type & version

• List plugins installed (including versions)

• LDAP vendor name & version

• Query on Elastic Search server

  • Version

  • Plugins installed

• Attachments

  • Log File

  • Active config settings with passwords scrubbed (DB env variables or config.json)

When log level is not at debug level, display a warning “Your support packet output will be limited until log level is changed”

• (optional) button to change this setting

Add support links and instructions to get help from support or community and best practices. e.g. Zendesk for EE customers.

Telemetry

• Count of packet generation requests

When packet generation is initiated, several tests will be performed and results from those tests will be included in the downloaded support packet.

Tests performed: 

• Connection to Database

• Connection to LDAP or SAML system (if configured)

  • If either test fails alert Customer on screen

N/A

Information collection (collected from system admin when support packet is requested): 

• After pressing the button a modal is presented allowing the customer to add more information: 

Text:  Please describe the issue you are experiencing in detail.  This information will be included in the downloaded support packet.  

• Description of the issue - Text Area

• Users affected and % of productivity affected - Numeric Text Field

• Steps to reproduce issue - Text Area

• Mattermost Component:  WebApp, Desktop App, Mobile App, Command Line, Authentication, Other - Dropdown

• Description of your Environment (Windows, MacOS, Linux, other.  High Availability) - Text Area

• Database type:  MySql, Postgres, ElasticSearch, other (describe) - Dropdown & Text Field

• Database version - Text Field

N/A

All of the below data should be included in the downloaded support packet

• Site Name

• Edition [ie: Enterprise Edition E10]

• Number of users

• Mattermost version

• License issued

• Start date of license

• Expiry date of license

• Build Hashes

• (Optional) - LDAP Trace

• Username / Email of person that initiated the support packet download

• Test results

• Data from information collection form

  • Issue Description

  • Steps to Reproduce

  • Mattermost Component

  • Environment

  • Database Type

• Attachments

  • Log File

  • Config.json (passwords scrubbed)

Telemetry

N/A

N/A

Since this will be a plugin, do we need telemetry?