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| Submitting a Support Request |
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
mail list groups and how is this different
than submitting a bug?
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
forgotten.
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 bug report. 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.
| | How do I submit a Support Request?
It's very easy! Go to the
SourceForge.net: Submit New Issue/Request
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.
The first field is Category. 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.
The next field is Group. This field is used to specify the
version that you're using. If nothing seems to match, then just leave it
blank.
The next field is Summary. It's very important that a
compact descriptive phrase gets placed in here to avoid any delay
in the processing of the request.
The final field is Detailed Description. In addition to
a detailed description, it would be helpful if you provided the
following additional information:
and if available
Information on how to collect this information is given below and
in the FAQ Finding OpenEJB Log Files.
| How do I collect detailed information for my Support Request?
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
Windows_NT. If you know the version of your OS
you should include it in your Support Request.
Part of the output from OpenEJB's tests |
--------------SUPPORT INFO-------------
Windows_NT
Using JAVA_HOME: f:\jdk1.3.1
Using OPENEJB_HOME: G:\dev\openejb_faq
OPTIONS: -Dopenejb.test=foo
--------------SUPPORT INFO-------------
OpenEJB 0.8.3 build: 20020922-1103
http://openejb.sf.net
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The next line contains the value of the environmental variable
JAVA_HOME. Here it is f:\jdk1.3.1,
which would indicate that the version of Java being used by
OpenEJB is JDK v1.3.1.
The next environmental variable OPENEJB_HOME
points to where OpenEJB's home is.
Here it is G:\dev\openejb_faq.
NOTE |
The next environmental variable OPENEJB_HOME,
if it has not already been set, will be set by the script
openejb.bat or openejb.sh. 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.
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The next line contains the options that are passed on to the
Java VM. Here it is -Dopenejb.test=foo.
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 0.8.3
and 20020922-1103 respectively.
| How do track a Support Request that I submitted?
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.
If you don't know the URL to your request, you can go to the
OpenEJB: Browse Support Requests
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.
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