Page Comparison

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

Hossein - For connection to database, how would they even even access their instance to generate it if connection to database is failing? I feel it may be redundant? Unless I’m missing some context here.

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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

Hossein - I feel this is redundant as zen desk support ticket already provides ask these. Wouldn’t it be redundant asking these questions and then having them to ask it again in Zendesk submit a ticket? For reference this is what the submit a ticket looks like and I feel these fields can just be added to that.

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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)

• Check the permissions of /opt/mattermost and make sure the group ownership and such match our docs

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