Zarafa support ticket requirements

From Zarafa wiki

This document contains information for custokmers/resellers who want Zarafa support to take a look at an issue.

General information

• Supply Zarafa info, Client info and distro info
  • Zarafa version
  • Client and version (MS-Outlook, Thunderbird, WA FireFox, WA Internet explorer etc.)
  • Linux Distribution and version
• A clear reproduction path when possible
  • When no reproduction path can be found, supply all steps already taken to pinpoint the issue

When there is a suspicious Mapi or iCalendar item

• Create an export of the Mapi item (eml for email items, ics file for iCalendar items)
• Supply a reproduction path

When Remote Access is needed (only Zarafa professional and enterprise Editions)

• Supply login info for the server (SSH)
• Supply login info for a Zarafa admin account
• When no login info can be supplied, info how to take over the machine with a remote session (Teamviewer / RDP)

Migration issues

• Supply the roadmap of the migration
• Supply the source environment (Exchange 2003 / 2008, Lotus Notes etc.)
• Supply the destination environment (Zarafa-server / Zarafa-gateway / iCalendar etc.)
• When files are available, supply them (pst files / ics files etc…)

Creating a roadmap

• Describe the reproduction steps in detail
• Supply screenshots