Help us help you

What to include

Focus on describing the symptoms and the situation rather than what you think the cause is, and be as specific as you can.

• Error messages and logs: Include the full text of any error. For a failed job, attach the job log from the job’s details page. From the Admin page, you can also view the application log, download all CloudBolt logs, or download the web server logs. For UI issues, check the browser’s JavaScript console and send any errors you find.
• Your configuration: The more you share with us, the more likely we are to replicate the issue, which is often the first step in troubleshooting. Note the resource handler, the template OS, the page you were on, whether you’re behind a proxy, and the context in which an action runs. Tell us if you’re using a custom resource type: “Deploying a blueprint that creates a custom resource type called ‘Storage’” is easier to troubleshoot than “deploying storage.”
• Cloud Management Platform version: Tell us which version you’re running, and note if you use a distributed HA installation or keep the database on a separate server.
• Timing: When did you first notice the issue, and when did it last work, if ever? Knowing whether something used to work or is new can be very helpful.
• Frequency: Does this happen every time, or only sometimes? How often it occurs can offer clues.
• Expected vs. actual behavior: Describe both what you expected and what actually happened, in as much detail as possible. “I expect parameter x on the order form for group y and environment z, but it’s missing” gives us more to go on than “order form broken.”
• Your goal: Especially for questions and requests for enhancement (RFEs), tell us what you’re trying to accomplish. It’s hard to answer deep questions about actions without knowing where, how, and why they’re used.
• Screenshots: A screenshot helps clarify where an issue occurs and what you were doing when it happened.

Ticket guidelines

• One issue per ticket: Include only one issue or request per ticket so we can track and resolve each one effectively.
• Flag requests for enhancement: If you’re submitting an RFE, let us know. A sense of urgency or a needed-by date helps us prioritize.

Escalation

Start with support. For urgent issues or RFEs, escalate to your account representative, who will work with our product managers to schedule a resolution promptly.