https://community.dynatrace.com/t5/Troubleshooting/How-to-create-a-good-OneAgent-related-support-ticket/ta-p/272211 <P><LI-TOC indent="15" liststyle="disc" maxheadinglevel="3"></LI-TOC></P> <H1>&nbsp;</H1> <H1>Summary</H1> <P>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&nbsp;OneAgent issues.</P> <P>&nbsp;</P> <H1>Guidance</H1> <H2>General Guidance</H2> <P>Before opening a ticket, consider the following:</P> <UL> <LI><STRONG>Verify your OneAgent version is supported.</STRONG> If your OneAgent is older than one year, an update is strongly recommended before raising a ticket, as the issue may already be resolved in a newer version. It can be verified <A href="https://docs.dynatrace.com/docs/shortlink/release-notes-oneagent" target="_blank" rel="noopener">here</A>.</LI> <LI><STRONG>Check the documentation and community article first.</STRONG> Review the <A href="https://docs.dynatrace.com/docs/ingest-from/dynatrace-oneagent/oneagent-troubleshooting" target="_blank" rel="noopener">OneAgent troubleshooting documentation</A> and community resources for known <A href="https://community.dynatrace.com/t5/Heads-up-from-Dynatrace/tkb-p/heads_up" target="_blank" rel="noopener">issues</A>.</LI> <LI><STRONG>Run OneAgent Diagnostics.</STRONG> Use the built-in <STRONG>OneAgent Diagnostics</STRONG> tool before opening a ticket. Navigate to <STRONG>Hosts → (select host) → Browse menu (...) → Run OneAgent diagnostics</STRONG>. This automatically collects and analyzes diagnostic data, and the resulting <STRONG>Support Archive</STRONG> (<CODE>SupportArchive&lt;ID&gt;.zip</CODE>) can be attached directly to your ticket.</LI> <LI><STRONG>Use absolute timeframes in links.</STRONG> When sharing links to Dynatrace entities or traces, always use a fixed from/to timeframe avoid relative filters like "last 2 hours," which will no longer show the same data when the support reviews the ticket later.</LI> </UL> <H1><STRONG><FONT size="5">Support Ticket Template</FONT></STRONG></H1> <P><FONT size="3">&nbsp;</FONT>The following information is needed for all types of OneAgent questions:</P> <P>&nbsp;</P> <TABLE> <THEAD> <TR> <TH class="lia-align-center"><FONT face="arial black,avant garde" size="4">Field</FONT></TH> <TH class="lia-align-center"><FONT face="arial black,avant garde" size="3">Details</FONT></TH> </TR> </THEAD> <TBODY> <TR> <TD><STRONG>Issue Description</STRONG></TD> <TD>A clear description of the problem, including steps to reproduce. Attach screenshots if helpful.</TD> </TR> <TR> <TD><STRONG>Environment ID</STRONG></TD> <TD>SaaS or Managed, with the corresponding Environment ID.</TD> </TR> <TR> <TD><STRONG>OneAgent Version</STRONG></TD> <TD>Found in the process metadata. Confirm it is within the<SPAN>&nbsp;</SPAN><A href="https://docs.dynatrace.com/docs/whats-new/oneagent" target="_blank" rel="noopener">supported version</A>.</TD> </TR> <TR> <TD><STRONG>Technology</STRONG></TD> <TD>The monitored technology/framework (e.g., Java 17, .NET 6, Node.js). Found in process metadata.Confirm it is within the<SPAN>&nbsp;</SPAN><A href="https://docs.dynatrace.com/docs/ingest-from/technology-support" target="_blank" rel="noopener">supported version</A>.</TD> </TR> <TR> <TD><STRONG>Troubleshooting Performed</STRONG></TD> <TD>Steps already taken and their outcomes. Note whether the issue started after a OneAgent version update.</TD> </TR> </TBODY> </TABLE> <H2>&nbsp;</H2> <H2>Extra information requested for specific issues</H2> <P>&nbsp;</P> <H3><STRONG>When the host is not visible after the OneAgent installation</STRONG></H3> <P><SPAN>As well as the information from the&nbsp;</SPAN><STRONG>Helpful information for all types of OneAgent question&nbsp;</STRONG>section, s<SPAN>hare the Dynatrace OneAgent logs from the host facing the issue. You can find them in the location below.</SPAN></P> <UL> <LI style="font-family: CustomFont, sans-serif; font-style: normal; font-weight: 400; color: #000000;">Linux&nbsp;<LI-CODE lang="markup">/var/log/dynatrace/oneagent</LI-CODE></LI> <LI style="font-family: CustomFont, sans-serif; font-style: normal; font-weight: 400; color: #000000;"><SPAN>Windows</SPAN><LI-CODE lang="markup">%PROGRAMDATA%\dynatrace\oneagent\log</LI-CODE></LI> </UL> <P>&nbsp;</P> <DIV id="expander-936943703" class="expand-container conf-macro output-block" data-hasbody="true" data-macro-name="expand" data-macro-id="abaf5669-9a94-44da-9442-e2df240a2bc6"> <H3 id="expander-control-936943703" class="expand-control"><STRONG><SPAN class="expand-control-text">Java&nbsp;&nbsp;Application crash, Change of application behavior, Application freeze, Missing data, Overhead, etc</SPAN></STRONG></H3> <P><SPAN class="expand-control-text">As well as the information from the&nbsp;<STRONG>Helpful information for all types of OneAgent question&nbsp;</STRONG>section, provide&nbsp;</SPAN></P> <DIV id="expander-content-936943703" class="expand-content"> <UL> <LI>Used <STRONG>technologies stack</STRONG></LI> <LI><STRONG>Link to affected services</STRONG></LI> <LI><STRONG>Link to affected hosts</STRONG></LI> </UL> <P>and the following additional details, if relevant:</P> <UL> <LI>Full stack trace of the exception</LI> <LI><STRONG>Core dump</STRONG> (The core dump, also known as the crash dump, contains the snapshot of a program when the program crashed or abruptly terminated<SPAN>.)</SPAN></LI> <LI><STRONG>Simple reproducer</STRONG></LI> </UL> <P><BR />Along with the files listed below for the more specific issues:</P> <P>&nbsp;</P> </DIV> </DIV> <DIV id="expander-413719640" class="expand-container conf-macro output-block" data-hasbody="true" data-macro-name="expand" data-macro-id="7a481952-4281-46c4-82e1-f9dc7361e07e"> <H4 id="expander-control-413719640" class="expand-control"><SPAN class="expand-control-icon icon expanded">&nbsp;</SPAN><SPAN class="expand-control-text">Memory Overhead</SPAN></H4> <DIV id="expander-content-413719640" class="expand-content"> <UL> <LI><STRONG>Heap dump&nbsp;&nbsp;(</STRONG>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&nbsp;<A href="https://www.baeldung.com/java-heap-dump-capture" target="_blank" rel="noopener">&nbsp;</A>of the current state of all objects in use at runtime, Heap dumps can help when analyzing<EM>OutOfMemoryError</EM>in a Java application.)</LI> <LI><STRONG>Thread dump</STRONG> (A thread dump is a snapshot of the state of all the threads of a Java process<SPAN>. 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.)</SPAN></LI> <LI><STRONG>Application logs</STRONG></LI> <LI>Screenshots of JVM memory pool metrics to decide whether it is a Native memory issue or a Heap</LI> </UL> <P>&nbsp;</P> </DIV> </DIV> <DIV id="expander-335715653" class="expand-container conf-macro output-block" data-hasbody="true" data-macro-name="expand" data-macro-id="f1e2d77c-c1ac-4dad-a7d7-2cd32620e031"> <H4 id="expander-control-335715653" class="expand-control"><SPAN class="expand-control-icon icon expanded">&nbsp;</SPAN><SPAN class="expand-control-text">CPU Overhead</SPAN></H4> <DIV id="expander-content-335715653" class="expand-content"> <UL> <LI><STRONG>Thread dump</STRONG></LI> </UL> <P>&nbsp;</P> </DIV> </DIV> <DIV id="expander-1163305787" class="expand-container conf-macro output-block" data-hasbody="true" data-macro-name="expand" data-macro-id="e0362906-5ef6-4762-93f0-1294d2e36e4e"> <H4 id="expander-control-1163305787" class="expand-control"><SPAN class="expand-control-icon icon expanded">&nbsp;</SPAN><SPAN class="expand-control-text">Response time degradation</SPAN></H4> <DIV id="expander-content-1163305787" class="expand-content"> <UL> <LI>Link to problematic transactions/<A href="https://docs.dynatrace.com/docs/analyze-explore-automate/distributed-traces" target="_self">Distributed traces</A></LI> </UL> <P>&nbsp;</P> <H3><STRONG>.NET&nbsp;Application crash, Change of application behavior, Application freeze, Missing data, Overhead, etc</STRONG></H3> <P><SPAN class="expand-control-text">As well as the information from the&nbsp;<STRONG>Helpful information for all types of OneAgent question&nbsp;</STRONG>section, provide&nbsp;</SPAN></P> <UL> <LI>Used <STRONG>technologies stack</STRONG></LI> <LI><STRONG>Link to affected services</STRONG></LI> <LI><STRONG>Link to affected hosts</STRONG></LI> <LI><A href="https://learn.microsoft.com/en-us/dotnet/core/diagnostics/dumps" target="_self">Memory dump</A>, if possible and relevant, using&nbsp;<A href="https://www.microsoft.com/en-us/download/details.aspx?id=58210" target="_self"><SPAN>DebugDiag&nbsp;</SPAN></A></LI> <LI><STRONG>Windows Event logs</STRONG></LI> <LI><A href="https://docs.dynatrace.com/docs/analyze-explore-automate/distributed-traces" target="_self">Distributed trace link</A>, if relevant</LI> <LI><A href="https://learn.microsoft.com/en-us/dynamics365/business-central/dev-itpro/administration/monitor-use-perfview-collect-event-trace-data" target="_self">PerfView</A> session, if relvant</LI> </UL> <DIV class="expand-control">&nbsp;</DIV> <H3 id="expander-control-1896738134" class="expand-control"><STRONG><SPAN class="expand-control-text">Kubernetes / Openshift</SPAN></STRONG></H3> <DIV class="expand-control"><SPAN class="expand-control-text">As well as the information from the&nbsp;<STRONG>Helpful information for all types of OneAgent question&nbsp;</STRONG>section, provide<BR /><BR /></SPAN></DIV> <DIV id="expander-content-1896738134" class="expand-content"> <UL> <LI><STRONG>Documentation followed</STRONG> for installation.</LI> <LI><STRONG>The output of the&nbsp;<A class="external-link" href="https://www.dynatrace.com/support/help/setup-and-configuration/setup-on-container-platforms/kubernetes/troubleshoot-k8s-setup-config-and-monitoring-issues#troubleshoot" target="_blank" rel="nofollow noopener">troubleshooting</A>&nbsp;script.</STRONG></LI> <LI><STRONG>The version of a&nbsp; Kubernetes/OpenShift cluster</STRONG></LI> <LI><STRONG>The provider</STRONG> (if it's a managed Kubernetes cluster like GKE/AKS/IKS/EKS/...)</LI> </UL> <P><SPAN data-colorid="bzj9t8w5am">Other helpful information:</SPAN></P> <OL> <LI><SPAN data-colorid="dgnne2dfqa">Link to the monitored entities - cluster, host, process etc.</SPAN></LI> <LI><SPAN data-colorid="zpomuq67gf">Affected Kubernetes cluster and operator versions.</SPAN></LI> </OL> <P>&nbsp;</P> <H3><STRONG>Log ingestion issues</STRONG></H3> <P><SPAN class="expand-control-text">As well as the information from the&nbsp;<STRONG>Helpful information for all types of OneAgent question&nbsp;</STRONG>section, provide</SPAN></P> <UL> <LI><STRONG>Link to the process</STRONG> generating the log in Dynatrace</LI> <LI><STRONG>Log ingest rule(s)</STRONG> configured</LI> <LI><STRONG>Custom log source configuration</STRONG> (if applicable)</LI> <LI><STRONG>A copy of the actual log content</STRONG> (sanitized if needed)</LI> <LI><STRONG>For Kubernetes:</STRONG> a copy of the relevant container logs</LI> </UL> <P>&nbsp;</P> </DIV> </DIV> </DIV> Tue, 25 Aug 2026 13:36:14 GMT noel_david 2026-08-25T13:36:14Z https://community.dynatrace.com/t5/Troubleshooting/How-to-create-a-good-OneAgent-related-support-ticket/ta-p/272211 <P><LI-TOC indent="15" liststyle="disc" maxheadinglevel="2"></LI-TOC></P> <DIV class="lia-message-template-content-zone"> <P>*<EM>Use a table of contents for longer articles.&nbsp;</EM></P> <H2>Summary</H2> <P><EM>*This is a mandatory section.</EM></P> <P><EM>Short description of which part of the Dynatrace platform the article refers to and what kind of problem it will help resolve/ task it will describe.</EM></P> <P>&nbsp;</P> <H2>Problem</H2> <P><EM>*This is a mandatory section.</EM></P> <P><EM>Provide a precise description of the problem/ task to be described. Use anonymized screenshots, and include text for&nbsp;important messages, errors, or information that will help the customer find this article when searching.</EM></P> <P>&nbsp;</P> <H2>Troubleshooting steps</H2> <P><EM>*This section can be omitted as necessary.</EM></P> <P><EM>Explain what troubleshooting steps should be taken to ensure the problem matches this article.</EM></P> <P>&nbsp;</P> <H2>Resolution</H2> <P><EM>*This section can be omitted for articles that guide customers on ticket creation.</EM></P> <P><EM>Explain the solution or all possible solutions resulting from the troubleshooting steps.<BR /><BR /></EM></P> <H2>What's next</H2> <P><EM>*This is a mandatory section. Customers need a way to respond or follow up if they have questions.&nbsp;</EM></P> <P><EM>Explain what to do if the article did not help.&nbsp;</EM><EM>Note that there are multiple options available, including:</EM></P> <OL> <LI><EM><STRONG>Opening a support ticket</STRONG> - be as specific as possible about the information the customer should include in the ticket.&nbsp;</EM> If this article did not help, please open a support ticket, mention that this article was used and provide the following in the ticket: <UL> <LI>link to XYZ</LI> <LI>screenshot of XYZ</LI> <LI>information about XYZ</LI> </UL> </LI> <LI><EM><STRONG>Suggesting Product Idea</STRONG> - encourage the customer to suggest/ vote for a Product Idea explaining their business use case.</EM></LI> <LI><EM><STRONG>Explain this will change in the future</STRONG> - explain that this behaviour will change in a future release. (No product idea / support ticket needed)</EM></LI> <LI><EM><STRONG>Alternatives -</STRONG>&nbsp;any other actions or links to other articles that could move the customer forward.</EM></LI> </OL> <P>&nbsp;</P> <P><EM>*If it exists, link this article to the relevant troubleshooting map using the following guideline</EM></P> <H3>More articles can be found on the <A href="https://community.dynatrace.com/t5/Troubleshooting/" target="_self">XXX Troubleshooting Map</A></H3> </DIV> Tue, 25 Aug 2026 13:36:14 GMT https://community.dynatrace.com/t5/Troubleshooting/How-to-create-a-good-OneAgent-related-support-ticket/ta-p/272211 noel_david 2026-08-25T13:36:14Z