| <?xml version="1.0"?> |
| <faqs> |
| <super id="faq">FAQ</super> |
| <super id="faq_support">Submitting a Support Request</super> |
| <name>Submitting a Support Request</name> |
| |
| <introduction> |
| <p> |
| There are times when we all get stuck and need a little help. |
| Sending a support request is one of the many ways that you can |
| get that help. Why would you want to submit a help request |
| directly to the OpenEJB team as opposed to using the |
| <a href="lists.html">mail list groups</a> and how is this different |
| than submitting a <a href="http://sourceforge.net/tracker/?group_id=44351&atid=439274">bug</a>? |
| </p> |
| <p> |
| While using the mail list groups is a great way to bounce ideas |
| around and get some help, many members of the OpeneJB team regularly |
| monitor the groups, submitting a support request will guarantee |
| that you will get some help from someone on the team and, since |
| the request is tracked, it's a way to make sure that your question is not |
| <i>forgotten</i>. |
| </p> |
| <p> |
| But how is this different than a bug? If you are sure that your |
| problem is the result of a bug in the OpenEJB system, then by all |
| means, submit a <a href="faq_bug.html">bug report</a>. If you're not |
| sure, then submit a Support Request. We'll escalate this into a |
| bug report, if it turns our to be a problem with OpenEJB. |
| </p> |
| </introduction> |
| <faq> |
| <question>How do I submit a Support Request?</question> |
| <answer id="submit"> |
| <p> |
| It's very easy! Go to the |
| <a href="http://sourceforge.net/tracker/?func=add&group_id=44351&atid=439275">SourceForge.net: Submit New Issue/Request</a> |
| page. You'll see that you are prompted to fill in several fields. |
| The more fields that you fill in, the faster and more accurate the |
| answers will be from the support group. Let's review these fields. |
| </p> |
| <p> |
| The first field is <i>Category</i>. Use this field to tell the |
| support team which part of the OpenEJB system that you're having |
| questions about. If nothing seems to match, then just leave it |
| blank. |
| </p> |
| <p> |
| The next field is <i>Group</i>. This field is used to specify the |
| version that you're using. If nothing seems to match, then just leave it |
| blank. |
| </p> |
| <p> |
| The next field is <i>Summary</i>. It's very important that a |
| compact descriptive phrase gets placed in here to avoid any delay |
| in the processing of the request. |
| </p> |
| <p> |
| The final field is <i>Detailed Description</i>. In addition to |
| a detailed description, it would be helpful if you provided the |
| following additional information: |
| <ul> |
| <li><a href="#details">OS version</a></li> |
| <li><a href="#details">Java VM version</a></li> |
| <li><a href="#details">Java CLASSPATH</a></li> |
| </ul> |
| and if available |
| <ul> |
| <li><a href="faq_support_logfiles.html">OpenEJB log files</a></li> |
| </ul> |
| Information on how to collect this information is given below and |
| in the FAQ <a href="faq_support_logfiles.html">Finding OpenEJB Log Files</a>. |
| </p> |
| </answer> |
| </faq> |
| <faq> |
| <question>How do I collect detailed information for my Support Request?</question> |
| <answer id="details"> |
| <p> |
| The figure below is a snippet of output from an OpenEJB test. |
| It contains various information that is useful to include in |
| a Support Reqest. The first line is the OS; here it is |
| <b>Windows_NT</b>. If you know the version of your OS |
| you should include it in your Support Request. |
| </p> |
| <file name="Part of the output from OpenEJB's tests"> |
| |
| --------------SUPPORT INFO------------- |
| <b>Windows_NT</b> |
| Using JAVA_HOME: <b>f:\jdk1.3.1</b> |
| Using OPENEJB_HOME: <b>G:\dev\openejb_faq</b> |
| OPTIONS: <b>-Dopenejb.test=foo</b> |
| --------------SUPPORT INFO------------- |
| OpenEJB <b>0.8.3</b> build: <b>20020922-1103</b> |
| http://openejb.sf.net |
| </file> |
| <p> |
| The next line contains the value of the environmental variable |
| <code>JAVA_HOME</code>. Here it is <code>f:\jdk1.3.1</code>, |
| which would indicate that the version of Java being used by |
| OpenEJB is <b>JDK v1.3.1</b>. |
| </p> |
| <p> |
| The next environmental variable <code>OPENEJB_HOME</code> |
| points to where OpenEJB's home is. |
| Here it is <b>G:\dev\openejb_faq</b>. |
| </p> |
| <note> |
| The next environmental variable <code>OPENEJB_HOME</code>, |
| if it has not already been set, will be set by the script |
| <code>openejb.bat</code> or <code>openejb.sh</code>. Problems |
| will occur if you run these scripts from any directory other than |
| where they reside. This is one of the most common problems that |
| new users run into. |
| </note> |
| <p> |
| The next line contains the options that are passed on to the |
| Java VM. Here it is <b>-Dopenejb.test=foo</b>. |
| </p> |
| <p> |
| The final line that we're interested in, not necessarily the last |
| that is output by the tests, contains the OpenEJB |
| verison number and its build time stamp. Here it is <b>0.8.3</b> |
| and <b>20020922-1103</b> respectively. |
| </p> |
| </answer> |
| </faq> |
| <faq> |
| <question>How do track a Support Request that I submitted?</question> |
| <answer id="track"> |
| <p> |
| You can arrange to be emailed whenever the status of your |
| Support Request changes or when a suppport person or developer |
| adds notes and comments to your request. |
| </p> |
| <p> |
| If you don't know the URL to your request, you can go to the |
| <a href="http://sourceforge.net/tracker/?group_id=44351&atid=439275"> |
| OpenEJB: Browse Support Requests |
| </a> page. Once you've selected the issue that you wish to monitor |
| you will see an email field, if you're not logged into SourceForge; |
| enter your email address. If you are logged into SourceForge, you |
| will not see this field; you will not have to enter your email account |
| since the notification will be sent to your SourceForge account. Click |
| the Monitor button to begin monitoring that Support Request. |
| </p> |
| </answer> |
| </faq> |
| </faqs> |
