Ticket Requirements for Partners
Introduction
This document describes the information and preliminary work that Matrix42 Support needs to effectively provide 3rd level support to a partner providing first and second level support to a customer. A problem reported by the partner must be verified beforehand and must be presentable - reproducible - on demand. Communication with the customer is usually carried out via the partner. If a remote session on the part of Matrix42 is necessary, the partner arranges the appointment and also participates in the appointment.
Collect the following Informations
- On Premise Installation
- Single Server or Multiple Server
- Network plan if available
- Cloud Instance (URL needed)
- Silverback Version (e.g. Silverback 18.0.3.27)
- Platform (iOS, Android, Samsung Knox, Windows, OS X) with Device Type, OS Version and Firmware Patchlevel
Pre-Checks
- Roles and Features are all installed like written in the Requirements
- Regional Settings (completely in English-us)
Which Component is affected – where does the error occur
- Silverback Console
- Admin Page
- Websettings Page
- Certificate issue (SSL, APNS, Companion Push)
- IIS Websettings
- Enrollment process
- Provision via SSP with or without SMS
- LDAP or local Users
- Bulk Enrollment
- Companion App
- iOS or Android (Version of the App)
- Android for Work (BYOD)
- Profile
- Policy
- Apps
- Content
- Android Enterprise (COPE)
- Profile
- Policy
- Apps
- Content
- Tag Deployment
- Auto Population with LDAP Filter or manual deployment
- App Deployment
- Market, VPP or Enterprise, Managed Play Apps
- Apple VPP
- Queuing Service started?
- Apple DEP
- Queuing Service started?
- Cloud Connector
- Silversync / Document App
- Silversync Service started?
- LDAP settings
- Custom LDAP Variables
- LDAP Filter
- Test the LDAP Connection via any LDAP Browser
- Matrix42 Documents
- iOS or Android (Version of the App)
- Certificate Authority (CA Integration)
- SMG (Secure Mail Gateway)
Detailed Description
Please describe the malfunction as precisely as possible. Is it reproducible in customer's and in own test environment?
Describe steps to reproduce
- How often Problem occurs
- Since when Problem exists (After Update or changes in Network etc.)
- Which exact device types were affected
- What happens with other device types (OS, Model etc.)
Expected Result
Please describe the "expected" behavior as precisely as possible
Necessary Attachments, Logs, Screenshots, Videos
Please attach detailed information with short description
- Screenshots from the console settings, if possible, screenshots or video from the affected device
- Silverback Logs
- https://silverback.company.com/admin/logs
- https://silverback.company.com/sts/logs
- Silversync Verbose Logs from Admin – Silversync section
- Audit and Error Log from Admin – Logs section with time section when error occurs
- Cloud Connector Logs https://silverback.company.com/tunnel/tunnelinfo
- Companion App crash log
- detailed log from iOS Device by using XCODE MacOS) or use Log capture for Windows
- https://www.utest.com/articles/how-to-capture-ios-console-logs-on-windows-pc
- detailed log from Android (companion_debug.zip)
In some cases, helpful for more deeper investigation
- IIS Logs
- Eventviewer
- Network / Firewall Logs if possible