How to create a good OneAgent related support ticket

[noel_david]

• Summary
• 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

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:

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

• 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