How to create a good OneAgent related support ticket

[noel_david]

• Summary
• Guidance
• General Guidance
• Support Ticket Template
• Extra information requested for specific issues
• When the host is not visible after the OneAgent installation
• JavaApplication crash, Change of application behavior, Application freeze, Missing data, Overhead, e...
• .NETApplication crash, Change of application behavior, Application freeze, Missing data, Overhead, e...
• Kubernetes / Openshift
• Log ingestion issues

 

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

General Guidance

Before opening a ticket, consider the following:

• Verify your OneAgent version is supported. 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 here.
• Check the documentation and community article first. Review the OneAgent troubleshooting documentation and community resources for known issues.
• Run OneAgent Diagnostics. Use the built-in OneAgent Diagnostics tool before opening a ticket. Navigate to Hosts → (select host) → Browse menu (...) → Run OneAgent diagnostics. This automatically collects and analyzes diagnostic data, and the resulting Support Archive (SupportArchive<ID>.zip) can be attached directly to your ticket.
• Use absolute timeframes in links. 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.

Support Ticket Template

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

Field	Details
Issue Description	A clear description of the problem, including steps to reproduce. Attach screenshots if helpful.
Environment ID	SaaS or Managed, with the corresponding Environment ID.
OneAgent Version	Found in the process metadata. Confirm it is within the supported version.
Technology	The monitored technology/framework (e.g., Java 17, .NET 6, Node.js). Found in process metadata.Confirm it is within the supported version.
Troubleshooting Performed	Steps already taken and their outcomes. Note whether the issue started after a OneAgent version update.

 

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 version of a  Kubernetes/OpenShift cluster
• The provider (if it's a managed Kubernetes cluster like GKE/AKS/IKS/EKS/...)

Other helpful information:

1. Link to the monitored entities - cluster, host, process etc.
2. 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

• Link to the process generating the log in Dynatrace
• Log ingest rule(s) configured
• Custom log source configuration (if applicable)
• A copy of the actual log content (sanitized if needed)
• For Kubernetes: a copy of the relevant container logs