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How to make an incident?
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How to make an incident?


 


To speed up solving Your problem, we need information to be able to locate the problem and reproduce it in our test environments. You will receive initial response within agreed time, not necessarily a solution but a plan of investigation.

Description

Include as detailed description of the problem as You can, and do not forget to tell the product and exact version used. Try to give us as much information as you can so that we can reproduce the problem. Include also evidence about the problems, like screen shots, log files and configuration files.

Evidence

Please include evidence about the problem. Usually to.log from server is always needed, please do not send huge files or at least tell the exact time when error happened. Other files possible needed You can check from the table below.

Note: DO NOT RUN DUMP TOOLS WHILE TEAMWARE SERVER IS UP! Shut down first with to stop.

Component Files needed Note:
All Teamware Office to.ini
to.log
Include only error messages for the date concerned. If no errors in to.log, put trace on with Admin client for the component concerned. All files in /teamware/server
 Mail toddump -U -o> toddumpu.lst
tomdump -A -o> tomdumpa.lst
Data dump files needed ONLY if there seems to problems with data.
 Calendar toddump -C -o> toddumpc.lst
tocdump -A -o> tocdumpa.lst
Data dump files needed ONLY if there seems to problems with data
 Forum forum.log
toddump -F -o> toddumpf.lst
tofdump -A -o> tofdumpa.lst
Include only error messages for the date concerned.In no errors in forum.log, put more trace on by editing forum.ini and insert line trace=3.
 Library library.log
toddump -L -o> toddumpl.lst
toldump -A -o> toldumpa.lst
Include only error messages for the date concerned.In no errors in library.log, put more trace on by editing library.ini and insert line trace=3.
 Directory toddump -S -o> toddumpu.lst Data dump files needed ONLY if there seems to problems with data
 Enterprise Directory (InfoDirectory/i.500) odselog > osdselog.lst
files in /i500/twg/Elogs
odsdump > odsdump.lst
Data dump files needed ONLY if there seems to problems with data
ods-tools are in /teamware/server/i500/twg
 X.400  <$HOME of route400>/logfiles/<log of the problem date>  
 MIME  tomb.ini
/bridge/tombsmtp.ini
 
 Fax/SST Gateway \SST\SSTgw\Team\sstmgw.ini
\SST\Server\Dev_N_M_n.log
\SST\SSTgw\Team\Sstmgw.log

Where
N is the type of the process reporting the problem (e.g. 7 for Fax)
M
is the number of the process (e.g. 1 if only one driver used)
SMS/Remion Gateway /Remion/../conf/at.cfg
/Remion/../conf/cimd2.cfg
/Remion/../conf/rms.cfg
/Remion/../accounts/Admin/mli.cfg
/Teamware/server/tosmsrms.ini
/Remion/../Logs/at.log
/Remion/../Logs/cimd2.log
/Remion/../Logs/rms.log
/Remion/../Logs/security.log
/Teamware/server/tosmsrms.log
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