Enterprise Manager logoEnterprise Manager: Send Support Files

Description

In BBj 16.00 and higher, Send Support Files, found in Support / Troubleshooting, is a setting for sending support files at the request of BASIS personnel.

Note:

Only use this feature when requested explicitly by BASIS Support or engineering staff. Refer to the BBx Generations & Barista Customer Support Handbook to clarify any confusion. The handbook describes how BASIS USA responds to customer requests for BBx (BBj, PRO/5, and/or Visual PRO/5) support when BASIS USA is the customer’s primary support resource.

When to Send Support Files

If a Software Problem Report needs more context, a BASIS representative, such as support or a developer, can request a customer to upload support files.

Support Files alone are not helpful, as problem investigations need to have the full context of the problem and a description of any visible symptoms to be productive. When in doubt, please ask your BASIS representative if a support file would be useful before sending one.

How to Send Support Files

Start by clicking the [Create New Support Upload Job] button. This will prompt the Support File Upload Job Wizard. Fill in the Contact Information and Description fields, then click [Next >] to choose which files to include in the support files.

Contact Information and Description

Provide the following information:

  • Contact Name
  • Company (Required)
  • Sender Email (Required)
    • Providing an email address allows BASIS to respond after receiving the support files.
  • Support Incident ID
    • For support files pertaining to an existing support ticket, provide the ticket ID. If not, this information isn't required. To locate your ticket ID, check the ticket submission confirmation email, or if you have logged into the BASIS Ticket Portal, click [View tickets].
  • BASIS Contact
    • Who from BASIS requested that you upload the support files?
  • Message / Description
    • Enter any notes or details that may help explain what this upload represents (such as what action you took just before sending this report, as that will explain what portion of the log files is likely to be the most useful).

Support File Types

You can toggle individual or all the files for each support file type using the “All / None” checkbox. Select the relevant files and click [Next >].

  • Configuration Files
  • Log Files
  • BLS Log Files
  • BLS Configuration Files
  • Database Files

By default, the report will not include your data (any source code, data files, or other resource files added in the BDT Explorer view). This is an opportunity to send along any problem-specific files that may be proprietary.

Summary

Before sending any files, the summary list shows the file path for each selected file from the previous steps. Click the “I agree” checkbox to confirm that these are what you want BASIS support and/or engineering to see.

Monitoring Sent Support Files

Previously sent support files are in a list on Send Support Files.

  • ID
    • The Admin API uses this generic object ID to identify this object on the server. This ID is not the one for the Support Incident.
  • Start Time
    • The time [Finish] was clicked for this group of sent support files.
  • Status
  • Size
  • Transferred
    • The number of bytes that it has currently transferred during the upload process.

Local Support ZIP Folder Location

Local versions of the support files in a ZIP folder are stored in the machine's temp directory as defined in java.io.tmpdir. They are deleted when the upload is complete or when BBjServices is shut down.

See Also

KB – How do I use the BASIS Support Ticket Portal?

BASIS Support Ticket Portal