Getting Support

There are a few ways to open a support request.

• Create a Help Report -- preferred. You can open a support request right from your Situate UI. When you do, you will be sending us a "help report". This fast tracks your request.
• Email Us. Send email to situate.support@xonasoftware.com.
• Call Us. If you have purchased preferred support, your local Situate administrator will have contact information.

You can expect a response based on your support contract.

Help Reports

A help report is the preferred way to open a support request. A help report will send us logs, configuration and other data that might help us more quickly solve your problem.

There are two ways to open a new help report.

• If your issue is about a specific workflow, from the queue view right-click on the workflow, select "Support" then "Send Help Report With Workflow". If you select this option, Situate will include a copy of your workflow and the last few execution logs (if applicable) in the help report.

• If your workflow is not related to a specific workflow, right-click on the domain folder (top most) and select "Support" then "Create Help Report" (Version 2.1 and greater) or if you have an older version of Situate, it may be under the application "Help" menu, then "Make Help Report".

Who Can Open a Request

Typically, anyone can open a support request. However, some organizations restrict this ability to a handful of individuals inside your company who manage Situate. If the help report menu options are disabled, chances are you cannot generate a help report because your company's Situate team has not granted you permission.

This feature is controlled by the group policy "Users can create help reports and manage support tickets".

What Exactly Is In A Help Report And What Does Xona Do With It?

A help report contains the following...

• The logfiles in /opt/situate/logs (but not the tasklogs sub-directory)
• Various files in /opt/data/dommgr.xml
• Any core or hs_error_* files that were generated by the system or the Java virtual machine.
• The file /etc/situate.conf.
• The output of /bin/ps and a listing of open files from the operating system.
• A stack trace of the server.
• Memory and performance information of the Situate server and host operating system.
• The output of the "dmesg" command.
• The contents of /opt/situate/situate.properties.
• The contents /etc/pam.d.
• If initiated on a workflow, the workflow and the logs from the last several runs of that workflow.

It does not contain...

• Any of the contents of /opt/situate/security
• Any login, password, certificate or other security credentials unless the user has embedded that into a workflow they send to us.
• Any security-related settings of the operating system other than the contents of /etc/pam.d.

Transmission to XonaSoftware

Help reports are placed in a gzip'ed tar file (.tgz) and are sent to xonasoftware through scp. The help report (/opt/situate/bin/make-help-report.sh) script uses special certificates to connect to help.xonasoftware.com. A known_hosts file in /opt/situate/security is used to prevent a man-in-the-middle attack from obtaining the report.

How We Use The Report

We use the information in the report to expedite helping you. By providing us everything we might need up front, we eliminate the typical back and forth between you and support. We may also use your info to improve the product. For example, if we believe there should be a better way for you to do what you are trying to do, we may create a better way.

We do not use your information for any other purpose and we NEVER share your information with any company or individuals outside Xonasoftware, Inc.

We typically retain your help report for about 90 days after any tickets that references it have been resolved. After that time, it is deleted.