Minimum Information Required for a Sisense Support Ticket

When submitting a ticket to the Sisense Support Team, please always aim to provide clear, categorized details regarding your issue. By supplying all possible answers upfront, you eliminate the need for back-and-forth communication, allowing our engineers to begin investigating and resolving your issue immediately. Ensure you include the following:

1. Problem Definition (What is the problem?)

• Clear Description: Explain the issue and the functionality that is failing.
• Expected vs. Actual Results: Clearly state what you expected to happen versus what actually happened.
• Steps to Reproduce: Provide a specific, step-by-step guide on how the support engineer can replicate the issue.
• Visual Proof & Network Traffic: Attach uncropped screenshots or screen recordings showing the error or behavior. For web interface issues, please also attach a HAR file (see: Generating a HAR file for troubleshooting Sisense).

2. Scope and Business Impact (Who is affected?)

• Affected Users/Dashboards/Cubes: Note whether the issue impacts all users, a specific user group, or just a single user. What is unique about the affected group? Does the problem occur across the entire platform, or only on specific dashboards or ElastiCubes?

3. Frequency and Pattern (How often does it occur?)

• Timeline: Exactly when did the problem first occur? Did it ever work as expected in the past?

4. Environment and Recent Changes (Did something change?)

• Recent Events: Did the issue start after a specific event, system change, or Sisense version upgrade?
• Load Changes: Has there been a recent increase in the number of users, data volume, or concurrent builds?
• Infrastructure Health: Do you observe any infrastructure utilization outliers (e.g., spikes in CPU or RAM) during the occurrence of the problem?
• For Cloud Customers: Provide the URLs to the affected Dashboard/ElastiCube and, if possible, relevant usernames support can use to troubleshoot. Please make sure the 

  Support Access is enabled on the instance. 

5. Technical Artifacts (Logs for On-Premise Customers)

Always attach the relevant server-side logs based on the issue.

• Identifying the Service: If you are not sure which service is affected, use the Sisense Linux Services Guide. The log name corresponds directly to the service name.
• Extracting Logs: For step-by-step instructions on pulling these files, see: How to identify and download logs from the Sisense server.

By packaging your problem description, business impact, recent environmental changes, logs, and a HAR file into your initial request, the Sisense team can bypass the standard fact-finding phase and begin actively resolving your issue immediately.