Support:Submitting An Issue
m (moved Support:How To Submit A Problem to Support:Submitting An Issue: change the word 'problem' to 'issue' as per marketing request.) |
(update TBsupport tracking system link) |
||
| Line 33: | Line 33: | ||
Once you have gathered all of the information required above, please log it in the TBsupport tracking system here: <br> | Once you have gathered all of the information required above, please log it in the TBsupport tracking system here: <br> | ||
| − | [https://support.telcobridges.com | + | [https://support.telcobridges.com https://support.telcobridges.com]<br> |
This will assign you a tracking number to follow the progress of the issue. This account e-mail will get an update on each comment put in any tracking. <br> | This will assign you a tracking number to follow the progress of the issue. This account e-mail will get an update on each comment put in any tracking. <br> | ||
| Line 39: | Line 39: | ||
If you do not have a TBsupport tracking system account, please request one at support@telcobridges.com at the same time as sending the information for the issue. | If you do not have a TBsupport tracking system account, please request one at support@telcobridges.com at the same time as sending the information for the issue. | ||
| − | <br> | + | <br> |
== Providing remote access to your system == | == Providing remote access to your system == | ||
Revision as of 23:22, 12 September 2013
TelcoBridges supports a wide variety of operating systems and versions. However, with such variety comes a certain amount of complexity. Consequently, when submitting a problem, your ability to provide relevant information about your system will greatly help the TelcoBridges support team in its efforts to bring quick resolution.
Required information: System configuration
Please provide the following required information:
System configuration / set-up
- Type of TelcoBridges hardware device(s) (ex. TMP6400, TMG3200, etc.)
- Toolpack/TMG-CONTROL software release number (ex. 2.3.8)
- Operating system version and architecture upon which the TelcoBridges software is running (e.g., CentOS 5.2 32bits, Debian 4 64bits, TMG3200(TBLinux), etc.)
Application description
- What does your application do? (e.g., Transcoding, Ringback tones, IVR, etc.)
- Are you using Toolpack for telephony functions?
- If 'Yes', are you using your own application?
- If 'No', do you use callctrl libs?, ha_manager?
- Application schematic
- Please provide a complete diagram that explains with boxes, arrows, and text, how the system works. Please provide IP addresses, point codes of each component when applicable
Other information
- Description of the problem
- Tracking number (If one was already provided to you by TelcoBridges TB Support)
Logging the issue in TBsupport tracking system
Once you have gathered all of the information required above, please log it in the TBsupport tracking system here:
https://support.telcobridges.com
This will assign you a tracking number to follow the progress of the issue. This account e-mail will get an update on each comment put in any tracking.
If you do not have a TBsupport tracking system account, please request one at support@telcobridges.com at the same time as sending the information for the issue.
Providing remote access to your system
If you choose to provide TelcoBridges with remote access to your system for the purpose of issue analysis and resolution, please be prepared to provide us with the following information:
- Type of connection (VPN, Microsoft Remote Desktop, SSH, GoToMeeting, etc.)
- IP Address, if applicable
- User name, if applicable
- Password, if applicable
