http://www.zarafa.com/wiki/index.php?title=Zarafa_support_ticket_requirements&feed=atom&action=historyZarafa support ticket requirements - Revision history2013-06-20T07:56:00ZRevision history for this page on the wikiMediaWiki 1.16.0http://www.zarafa.com/wiki/index.php?title=Zarafa_support_ticket_requirements&diff=1188&oldid=prevZkaat at 00:09, 1 December 20102010-12-01T00:09:29Z<p></p>
<table style="background-color: white; color:black;">
<col class='diff-marker' />
<col class='diff-content' />
<col class='diff-marker' />
<col class='diff-content' />
<tr valign='top'>
<td colspan='2' style="background-color: white; color:black;">← Older revision</td>
<td colspan='2' style="background-color: white; color:black;">Revision as of 00:09, 1 December 2010</td>
</tr><tr><td colspan="2" class="diff-lineno">Line 1:</td>
<td colspan="2" class="diff-lineno">Line 1:</td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">General info</del></div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">This document contains information for custokmers/resellers who want Zarafa support to take a look at an issue.</ins></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background: #eee; color:black; font-size: smaller;"></td><td class='diff-marker'> </td><td style="background: #eee; color:black; font-size: smaller;"></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div>Supply Zarafa info, Client info and distro info</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">'''General information'''</ins></div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">o </del>Zarafa version</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Supply Zarafa info, Client info and distro info</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">o </del>Client and version (MS-Outlook, Thunderbird, WA FireFox, WA Internet explorer etc.)</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">** </ins>Zarafa version</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">o </del>Linux Distribution and version</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">** </ins>Client and version (MS-Outlook, Thunderbird, WA FireFox, WA Internet explorer etc.)</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>A clear reproduction path when possible</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">** </ins>Linux Distribution and version</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>When no reproduction path can be found, supply all steps already taken to pinpoint the issue</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>A clear reproduction path when possible</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div>When there is a suspicious Mapi or iCalendar item</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">** </ins>When no reproduction path can be found, supply all steps already taken to pinpoint the issue</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Create an export of the Mapi item (eml for email items, ics file for iCalendar items)</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div> </div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Supply a reproduction path</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">'''</ins>When there is a suspicious Mapi or iCalendar item<ins class="diffchange diffchange-inline">'''</ins></div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div>When Remote Access is needed (only Zarafa professional and enterprise Editions)</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Create an export of the Mapi item (eml for email items, ics file for iCalendar items)</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Supply login info for the server (SSH)</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Supply a reproduction path</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Supply login info for a Zarafa admin account</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div> </div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>When no login info can be supplied, info how to take over the machine with a remote session (Teamviewer / RDP)</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">'''</ins>When Remote Access is needed (only Zarafa professional and enterprise Editions)<ins class="diffchange diffchange-inline">'''</ins></div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div>Migration issues</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Supply login info for the server (SSH)</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Supply the roadmap of the migration</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Supply login info for a Zarafa admin account</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Supply the source environment (Exchange 2003 / 2008, Lotus Notes etc.)</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>When no login info can be supplied, info how to take over the machine with a remote session (Teamviewer / RDP)</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Supply the destination environment (Zarafa-server / Zarafa-gateway / iCalendar etc.)</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div> </div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>When files are available, supply them (pst files / ics files etc…)</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">'''</ins>Migration issues<ins class="diffchange diffchange-inline">'''</ins></div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div>Creating a roadmap</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Supply the roadmap of the migration</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Describe the reproduction steps in detail</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Supply the source environment (Exchange 2003 / 2008, Lotus Notes etc.)</div></td></tr>
<tr><td class='diff-marker'>-</td><td style="background: #ffa; color:black; font-size: smaller;"><div><del class="diffchange diffchange-inline">· </del>Supply screenshots</div></td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Supply the destination environment (Zarafa-server / Zarafa-gateway / iCalendar etc.)</div></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>When files are available, supply them (pst files / ics files etc…)</div></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div> </div></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">'''</ins>Creating a roadmap<ins class="diffchange diffchange-inline">'''</ins></div></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Describe the reproduction steps in detail</div></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="background: #cfc; color:black; font-size: smaller;"><div><ins class="diffchange diffchange-inline">* </ins>Supply screenshots</div></td></tr>
</table>Zkaathttp://www.zarafa.com/wiki/index.php?title=Zarafa_support_ticket_requirements&diff=1187&oldid=prevZkaat: 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..."2010-12-01T00:03:45Z<p>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..."</p>
<p><b>New page</b></p><div>General info<br />
<br />
Supply Zarafa info, Client info and distro info<br />
o Zarafa version<br />
o Client and version (MS-Outlook, Thunderbird, WA FireFox, WA Internet explorer etc.)<br />
o Linux Distribution and version<br />
· A clear reproduction path when possible<br />
· When no reproduction path can be found, supply all steps already taken to pinpoint the issue<br />
When there is a suspicious Mapi or iCalendar item<br />
· Create an export of the Mapi item (eml for email items, ics file for iCalendar items)<br />
· Supply a reproduction path<br />
When Remote Access is needed (only Zarafa professional and enterprise Editions)<br />
· Supply login info for the server (SSH)<br />
· Supply login info for a Zarafa admin account<br />
· When no login info can be supplied, info how to take over the machine with a remote session (Teamviewer / RDP)<br />
Migration issues<br />
· Supply the roadmap of the migration<br />
· Supply the source environment (Exchange 2003 / 2008, Lotus Notes etc.)<br />
· Supply the destination environment (Zarafa-server / Zarafa-gateway / iCalendar etc.)<br />
· When files are available, supply them (pst files / ics files etc…)<br />
Creating a roadmap<br />
· Describe the reproduction steps in detail<br />
· Supply screenshots</div>Zkaat