Creating support files

The ProForma Support team is dedicated to making sure that all requests are resolved as quickly as possible. As part of our support service we might ask for additional files and logs to help us with our investigations, where appropriate. To ensure that this causes as little disruption to your operations as possible, we maintain this list of instructions to generate these files, for your reference. 

Support Zip (Jira Server)

Enable extra logging in ProForma then generate a support zip:

1. Navigate to Jira's _System Administration_ page
2. Click on _System_ then _Logging and profiling_
3. Click on the _Configure logging level for another package_ about halfway down the page
4. In the _Package name_ field type in _com.thinktilt_
5. Set the logging level to _TRACE_
6. Click _Add_

You can remove the extra logging on the Logging and profiling page once you are done.

Now, reproduce the issue.

You can generate a 'support zip' which contains the logs:

1. Navigate to the _System administration_ section, then _Troubleshooting and support tools_
2. Click on the _Create support zip_ link
3. Click _Create zip_

HAR File

Instructions for generating HAR files vary from browser to browser. Here are ready instructions for the main ones. 

Chrome

1. Open Google Chrome and go to the page where the issue is occurring From the Chrome menu bar select View > Developer > Developer Tools
2. From the panel opened at the bottom of your screen, select the Network tab.
3. Look for a round Record button ( Record button ) in the upper left corner of the Network tab, and make sure it is red. If it is grey, click it once to start recording.
4. Check the box next to Preserve log.
5. Click the Clear button ( Clear button ) to clear out any existing logs from the Network tab.
6. Now try to reproduce the issue that you were experiencing before, while the network requests are being recorded.
7. Once you have reproduced the issue, right click anywhere on the grid of network requests, select Save as HAR with Content , and save the file to your computer.
8. Attach the HAR file to your support request or attach it to your email so that we may analyze it.

Edge

1. Open the Network tool in F12 developer tools
2. Reproduce the issue
3. Export captured traffic as a HAR (CTRL + S)

Firefox

1. Start Firefox Developer Tools in Network mode (Top right menu > Developer > Network, or ctrl-shift-Q)
2. Reproduce the issue
3. Save the capture by right-clicking on the grid and choosing "Save all as HAR"
4. Export the capture to a HAR file

Internet Explorer

1. Open Internet Explorer and go to the page where the issue is occurring
2. Press F12 on your keyboard (or click the gear icon > F12 Developer Tools)
3. Click the Network tab
4. Reproduce the issue that you were experiencing before, while the network requests are being recorded
5. Once done, click the Save button
6. Give the trace a filename and click the Save button which will save it as a .har file or .xml file
7. Upload the HAR file to your ticket or attach it to your email so that we may analyze it.

Safari

1. Open Safari. In Safari, go to the webpage in question.
2. Enable Developers Tool: Safari > Preferences > Advanced > Click Show Develop menu in menu bar
3. Select Develop in menu > Show Web Inspector > Select Network tab # Within the Networks tab, select Preserve log option.
4. Reproduce the issue 
5. Once the page is loaded, click on Export on the top right in the window of the Network tab.

Console Logs

Instructions for generating console log files vary from browser to browser. Here are ready instructions for the main ones. 

Chrome

1. Open Chrome Developer Tools from the Chrome Menu in the top-right corner.
2. Navigate to the Console Tab
3. Reproduce the issue or reload the page
4. Right-click on an entry in the Console view and click "Save as" to download the .log file.

Edge

1. Launch DevTools with Console in focus Ctrl+Shift+J
2. Select the Preserve Log option
3. Reproduce the issue or reload the page
4. Right-click anywhere in the console and select Copy All
5. Paste the contents to a plain-text file and save it with the .txt or .log extension

Firefox

1. Open the Developer Tools clicking the 3-lines icon and selecting Web-Developer > Web Console
2. Select Persist Logs in the upper-right corner of the console
3. Reproduce the issue or reload the page
4. Right-click on a console entry and select Export visible Messages to clipboard
5. Paste the contents to a plain-text file and save it with the .txt or .log extension

Internet Explorer

1. Press F12 and select Console # Make sure all sections are selected (errors, warnings etc.)
2. Reproduce the issue or reload the page
3. Right-click anywhere in the console and select Copy All
4. Paste the contents to a plain-text file and save it with the .txt or .log extension

Safari

1. Right-click on the page and click Inspect Element
2. Select Console
3. Make sure the Preserve Log checkbox is ticked
4. Make sure the All option is selected (to the right of Preserve Logs)
5. Select All (Command-A)
6. Right-click in the console screen and click Save Selected
7. Save the Console.txt file