[MGNLTOOLS-81] Support Aid: Gathering System Information and submitting & linking to the support ticket. Created: 19/Jul/16  Updated: 19/May/22  Resolved: 19/May/22

Status: Closed
Project: Repository Tools
Component/s: None
Affects Version/s: 1.7
Fix Version/s: None

Type: Improvement Priority: Neutral
Reporter: Christian Ringele Assignee: Unassigned
Resolution: Won't Do Votes: 1
Labels: support
Remaining Estimate: Not Specified
Time Spent: Not Specified
Original Estimate: Not Specified

Template:
Acceptance criteria:
Empty
Task DoD:
[ ]* Doc/release notes changes? Comment present?
[ ]* Downstream builds green?
[ ]* Solution information and context easily available?
[ ]* Tests
[ ]* FixVersion filled and not yet released
[ ]  Architecture Decision Record (ADR)
Date of First Response:

 Description   

An idea of an improvement for our support I just had inspired by submitting a support ticket for parallels desktop:
For submitting a support ticket I had to send technical data of my parallels installation and attach the sending number to the support ticket. Was done with 3 clicks.

We have all the knowledge of a Magnolia instance within the instance itself. And often we loose a lot of time gathering all the information about the Magnolia instance supporting by writing back and forth until able to help.
So the idea:
We could add into Magnolia Tools app a possibility to submit technical data to us and maybe even attach it directly to an support ticket.

  • User opens app
  • maybe has some checkboxes of what should be send
  • he must enter a support ticket number for being able to post/send
  • data is prepares and anonymized (PWs removed from PM configs for example)
  • sent to us
  • auto attached tot he ticket

That would save tremendous time in support.

I don't know if this is the right project to create this ticket in.
Also a dedicated support app would probably even make more sense.

Cheers
Christian



 Comments   
Comment by Roman Kovařík [ 19/May/22 ]

Hello,

This ticket is now marked as closed due to one of the following reasons:

  • A long period of inactivity
  • Uses an old or Beta version of an application, module, or framework that we no longer support
  • The issue is no longer reproducible or has been fixed in later versions

If you are still facing a problem or consider this issue still relevant, please feel free to re-open the ticket and we will reach out to you.

Thank you,
The Magnolia Team

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