Zarafa support ticket requirements

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(Created page with "General info Supply Zarafa info, Client info and distro info o Zarafa version o Client and version (MS-Outlook, Thunderbird, WA FireFox, WA Internet explorer etc.) o Li...")
 
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General info
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This document contains information for custokmers/resellers who want Zarafa support to take a look at an issue.
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Supply Zarafa info, Client info and distro info
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'''General information'''
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o    Zarafa version
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* Supply Zarafa info, Client info and distro info
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o    Client and version (MS-Outlook, Thunderbird, WA FireFox, WA Internet explorer etc.)
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** Zarafa version
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o    Linux Distribution and version
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** Client and version (MS-Outlook, Thunderbird, WA FireFox, WA Internet explorer etc.)
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·        A clear reproduction path when possible
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** Linux Distribution and version
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·        When no reproduction path can be found, supply all steps already taken to pinpoint the issue
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* A clear reproduction path when possible
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When there is a suspicious Mapi or iCalendar item
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** When no reproduction path can be found, supply all steps already taken to pinpoint the issue
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·        Create an export of the Mapi item (eml for email items, ics file for iCalendar items)
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·        Supply a reproduction path
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'''When there is a suspicious Mapi or iCalendar item'''
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When Remote Access is needed (only Zarafa professional and enterprise Editions)
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* Create an export of the Mapi item (eml for email items, ics file for iCalendar items)
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·        Supply login info for the server (SSH)
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* Supply a reproduction path
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·        Supply login info for a Zarafa admin account
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·        When no login info can be supplied, info how to take over the machine with a remote session (Teamviewer / RDP)
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'''When Remote Access is needed (only Zarafa professional and enterprise Editions)'''
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Migration issues
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* Supply login info for the server (SSH)
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·        Supply the roadmap of the migration
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* Supply login info for a Zarafa admin account
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·        Supply the source environment (Exchange 2003 / 2008, Lotus Notes etc.)
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* When no login info can be supplied, info how to take over the machine with a remote session (Teamviewer / RDP)
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·        Supply the destination environment (Zarafa-server / Zarafa-gateway / iCalendar etc.)
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·        When files are available, supply them (pst files / ics files etc…)
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'''Migration issues'''
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Creating a roadmap
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* Supply the roadmap of the migration
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·        Describe the reproduction steps in detail
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* Supply the source environment (Exchange 2003 / 2008, Lotus Notes etc.)
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·        Supply screenshots
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* Supply the destination environment (Zarafa-server / Zarafa-gateway / iCalendar etc.)
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* When files are available, supply them (pst files / ics files etc…)
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'''Creating a roadmap'''
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* Describe the reproduction steps in detail
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* Supply screenshots

Latest revision as of 00:09, 1 December 2010

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
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