How to create a good OneAgent related support ticket

noel_david — Fri, 11 Apr 2025 12:11:06 GMT

Summary

Well-crafted support tickets allow Technical Support Engineers to start investigating an issue quicker and provide more helpful responses. This article provides guidance on creating great support tickets. Although some information is general and useful for all Support tickets, this article focuses on OneAgent issues.

Guidance

Support Ticket Template

The following information is needed for all types of OneAgent questions:

Issue Description
- Provide a clear description of the issue, including steps to reproduce and screenshots, if possible.
Environment ID
- SaaS or Managed with the corresponding ID
OneAgent Version
- This can be found in the process metadata information; confirm it's supported
Technology
- This can be found in the process metadata information; confirm it's supported
Details of Troubleshooting Performed
- Did the issue after updating OneAgent to any particular version?
- Any troubleshooting steps you have already followed and the outcome of them; below is the guidance for specific issues

Extra information requested for specific issues

When the host is not visible after the OneAgent installation

As well as the information from the Helpful information for all types of OneAgent question section, share the Dynatrace OneAgent logs from the host facing the issue. You can find them in the location below.

Linux /var/log/dynatrace/oneagent
Windows%PROGRAMDATA%\dynatrace\oneagent\log

Java Application crash, Change of application behavior, Application freeze, Missing data, Overhead, etc

As well as the information from the Helpful information for all types of OneAgent question section, provide

Used technologies stack
Link to affected services
Link to affected hosts

and the following additional details, if relevant:

Full stack trace of the exception
Core dump (The core dump, also known as the crash dump, contains the snapshot of a program when the program crashed or abruptly terminated.)
Simple reproducer

Along with the files listed below for the more specific issues:

Memory Overhead

Heap dump (During runtime, the JVM creates the heap, which contains references to objects in use in a running Java application.The heap dump contains a saved copy of the current state of all objects in use at runtime, Heap dumps can help when analyzingOutOfMemoryErrorin a Java application.)
Thread dump (A thread dump is a snapshot of the state of all the threads of a Java process. The state of each thread is presented with a stack trace, showing the content of a thread’s stack. A thread dump is useful for diagnosing problems, as it displays the thread’s activity.)
Application logs
Screenshots of JVM memory pool metrics to decide whether it is a Native memory issue or a Heap

CPU Overhead

Thread dump

Response time degradation

Link to problematic transactions/Distributed traces

.NET Application crash, Change of application behavior, Application freeze, Missing data, Overhead, etc

As well as the information from the Helpful information for all types of OneAgent question section, provide

Used technologies stack
Link to affected services
Link to affected hosts
Memory dump, if possible and relevant, using DebugDiag
Windows Event logs
Distributed trace link, if relevant
PerfView session, if relvant

Kubernetes / Openshift

As well as the information from the Helpful information for all types of OneAgent question section, provide

Documentation followed for installation.
The output of the troubleshooting script,
The Dynakube Custom Resource you used (cr.yaml)
The version of a Kubernetes/OpenShift cluster
The provider (if it's a managed Kubernetes cluster like GKE/AKS/IKS/EKS/...)
The logs of the Operator pod
The logs of the OneAgent pod(s) if relevant
The logs of the ActiveGate(s) if relevant

Other helpful information:

Link to the monitored entities - cluster, host, process etc.
Affected Kubernetes cluster and operator versions.

Log ingestion issues

As well as the information from the Helpful information for all types of OneAgent question section, provide

The link to the process that is creating the log.
Log ingest rule created.
Custom log source configuration created, if relevant.
Copy of the actual log.
In the case of K8, a copy of the container logs

article How to create a good OneAgent related support ticket in Troubleshooting

How to create a good OneAgent related support ticket

Summary

Guidance

Support Ticket Template

Extra information requested for specific issues

When the host is not visible after the OneAgent installation

Java Application crash, Change of application behavior, Application freeze, Missing data, Overhead, etc

Memory Overhead

CPU Overhead

Response time degradation

.NET Application crash, Change of application behavior, Application freeze, Missing data, Overhead, etc

Kubernetes / Openshift

Log ingestion issues