Guideline for submitting a Support inquiry

The following provides you with a guideline on what information to capture and detail in the process of opening a support inquiry.

Category	Recommended Details
What is the problem?	- Describe the issue you are experiencing and the functionality that is not working per your expectation. - If applicable, please provide expected results. - Please provide screen shuts if applicable that illustrate the problem - Is it reproduceable? Can you provide a specific steps that lead to that problem being reproduced? - Is the issue functionality or performance/stability oriented or data integrity issue?
How is the problem affecting the user community?	- Who is affected by this issue? - Are all users affected, or a particular user(s) group? - What is unique about that group from the rest of the community that is not experiencing the issue? - Is the problem avoidable (e.g., via workaround or some external process)? Please elaborate on the action performed to avoid.
How often does the problem occur?	- When did the problem first occur? - Is the issue occurring consistently and continuously? Or is it occurring intermittently? - At what frequency? - Is there a pattern to the problem occurring (e.g., a given point in time)?
Did something change lately?	- Has the problem started occurring following a certain event? - Has there been a change in infrastructure? - Has there been an upgrade or a migration that was performed on the Sisense Platform? - Has there been any configuration changes in Sisense recently that might be correlated to problem occurring? - Has there been an increate in number of users, data size and load, or other processes added to the platform?
How well is the infrastructure operating?	- In addition to the information provided in the ticket dropdowns, can you provide additional details on the infrastructure used to run the Sisense platform? - Do you observe any infrastructure utilization outliers during occurrence if problem? For example, do you see spikes in CPU and/or memory utilization?

In order for us to expedite our investigation and provide you with best services, the following additional information would greatly help:

1. If applicable, a clear steps in order to reproduce the problem, including an example

2. The error you receive (screenshot of it if applicable)

3. HAR file generated by any browser use of Developer Tools option. Refer to this link for further explanation on how to generate HAR file from your browser: https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html

4. If accessible to you, a collection of server side logs as described below for each scenario and for each given Operating System.

5. Furthermore, if you are a Sisense Cloud Customer, please provide us with the URLs to your Dashboard/EC, and/or if possible, provide us with relevant user names if we can use to access platform for troubleshooting.

Linux

Scenario	Linux (all logs located under \var\log\sisense\<namespace>\)
Build Fails/Hangs	ec-<cubename>-bld<nameofpod>.log build.log management.log connectors.log
Build Log Issues	Build.log rabbitmq-ha.log model-logspersistence.log
Dashboard & Widgets & Queries	translation.log query.log ec-<cube name>-qry<nameofpod>.log galaxy.log api-gateway.log In case where Live Connection is used: connectors.log In case issue is related to pivot table: pivot2-be.log
License	Oxygen.log
Application Not Accessible	galaxy.log identity.log configuration.log api-gateway.log rabbitmq-ha.log rabbitmq.log zookeeper.log
Installation	sisense-ansible.log under the installation directory
Process/Service Failure	<Kubernetes commands> that are showing failures
Sisense Monitoring	fluent-bit.log fluent-d.log grafana.log monitoring.log
Data Page and Elastic Cube Viewing	model-graphql.log In a case where Live Connection is used: galaxy.log
General	combined.log (can be exported via GUI) under admin. Note file could be large.
Reporting and Emails	galaxy.log reporting.log jobs.log
Exporting	exporting.log For excel exporting specific: analyticalengine.log
Active Directory User Import	identity.log
Usage Analytics	usage.log
Plug-ins	plugins.log If you are using Blox plug: blox.log

Windows

Scenario	Windows
Build Fails/Hangs	\ProgramData%\SiSense\PrismServer\ElastiCubeProcessLogs \ProgramData%\SiSense\PrismServer\PrismServerLogs\. \ProgramData\Sisense\DataConnectors\DotNetContainer\Logs\. \ProgramData\Sisense\DataConnectors\JVMContainer\Connectors\<connector name>
Build Log Issues	In a case for example when there are communication errors (e.g., log stuck on loading build plan: \ProgramData\Sisense\application-logs\ECMLogsPersistenceService\ECMLogsPersistenceService.log \ProgramData\Sisense\PrismServer\PrismServerLogs\ecs.log \ProgramData\Sisense\RabbitMQ\log\. \ProgramData\Sisense\RabbitMQ\logs\.
Dashboard & Widgets & Queries	Provider the browser generated HAR file for the user experiencing the issue \ProgramData\galaxy\Galaxy.log \ProgramData\api-gateway\API-Gateway.log \ProgramData\Sisense\application-logs\query-proxy IIS site logs – (e.g., C:\inetpub\logs\LogFiles\W3SVC2\u_ex210721) \ProgramData\Sisense\PrismWeb\Logs\PrismWebServer.log \ProgramData\Sisense\PrismWeb\Logs\Translator.log \ProgramData\Sisense\PrismServer\PrismServerLogs\ECS.log In a case where Live Connection is used: \ProgramData\Sisense\DataConnectors\DotNetContainer\Logs\. \ProgramData\Sisense\DataConnectors\JVMContainer\Connectors\<connector name>
License	\ProgramData\Sisense\Oxygen
Application Not Accessible	\ProgramData\Sisense\application-logs\Galaxy.log" \ProgramData\Sisense\ application-logs\Gateway.log" \ProgramData\Sisense\application-logs\Identity.log" \ProgramData\Sisense\application-logs\Configuration.log" \ProgramData\Sisense\RabbitMQ\log\. \ProgramData\Sisense\RabbitMQ\logs\. \ProgramData\Sisense\Infra\Discovery\Logs\Discovery.log \ProgramData\Sisense\Infra\Discovery\Logs\zookeeper.log
Installation	\ProgramData\Sisense\Deployment\Sisense_<datetime>.log or \Users\{UserName}\AppData\Local\Temp\Sisense_<datetime>.log Where datetime is when installation occurred.
Process/Service Failure	\ProgramData\Sisense\ServiceLogs Use Windows Event Viewer (generate application log)
Sisense Monitoring	\ProgramData\Sisense\Infra\Data\Collector\Logs \ProgramData\Sisense\Infra\Data\Shipper\Logs \ProgramData\Sisense\Monitoring\LOGS
Data Page and Elastic Cube Viewing	\ProgramData\Sisense\application-logs\ecm\ecm.log \ProgramData\Sisense\application-logs\query-proxy\query-proxy.log In a case where Live Connection is used: \ProgramData\Sisense\application-logs\Galaxy.log
General	n/a
Reporting and Emails	\ProgramData\Sisense\application-logs\jobs-service\jobs-service.log \ProgramData\Sisense\application-logs\reporting-service\reporting-service.log \ProgramData\galaxy\Galaxy.log
Exporting	\ProgramData\Sisense\application-logs\exporting-service\exporting-service.log For excel exporting specific: \ProgramData\sisense\application-logs\analytical-engine.log
Active Directory User Import	\ProgramData\Sisense\application-logs\identity-service\identity-service.log
Usage Analytics	\ProgramData\Sisense\application-logs\usage-service\usage-service.log
Plug-ins	\ProgramData\Sisense\application-logs\plugins-service\plugins-service.log