EE: Support Packet Generation

@Dennis Kittrell (Deactivated)

@Michael Gamble (Deactivated)

@Scott Bishel

Product Board Link

<pending>

<pending>

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

HIGH

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

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.

HIGH

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

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.

Open

Medium

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)

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

N/A

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

Is collecting logs from all servers in the cluster a hard requirement for MVP?