Send information to email@example.com or submit it directly to our ticketing system at https://yumaworks.freshdesk.com/
1. In the e-mail/ticket make sure you include all relevant information:
- YumaPro SDK version
- which tool is the problem? client, server, compiler, code generation, etc.
- a description of the problem you are experiencing
- a description of the steps to reproduce the problem
- a complete server and/or client log with log-level=debug4
- all YANG modules that are being used
- netconfd-pro.conf file being used
- any additional data relevant to the problem
You can save time by using YumaPro's new <get-support-save> command to collect most of the information required for YumaWorks' Technical Support Staff to resolve your bug ASAP. The information includes:
- configuration data
- server name and version
- server system
The <get-support-save> command is available while yangcli-pro is connected to the netconfd-pro server. Users simply run the command and send the output to an xml file. For example:
fred@srv1> @~/work/example-bug.xml = get-support-save
Once the file is created attach it to the FreshDesk support ticket by selecting "Add note" and then select the paper clip icon in the bottom left of the note. Browse to the location of the support-save file and select it. Write some helpful text in the note such as the steps to recreate the problem and then add the note to the ticket.
2. Describing the steps to recreate the issue should be something like:
I start the server with: netconfd-pro --log-level=debug4 --param1 --param2 --module=xyz.yang --log=bug-output.log Then I start yangcli: yanggcli-pro user@srv1> connect server=srv1 user=fred password=pw1 The connect sequence was normal. The I entered the command: fred@srv1> command1 param1=xyz param2=abc So far so good, but when I enter fred@srv1> command2 param3=klm the server does <explain the symptom of issue>
3. Other attachments to the ticket should include a log-file with a description in the note which "message-id" in the log file where the issue(s) occur. For yangcli or other client the "message-id" should be in the <rpc> and <rpc-reply> elements. For example, in the section below the "message-id" is 3 for this <rpc-reply>:
<?xml version="1.0" encoding="UTF-8"?> <rpc-reply message-id="3" xmlns:ncx="http://netconfcentral.org/ns/yuma-ncx" ncx:last-modified="2017-10-04T00:51:19Z" ncx:etag="57332" xmlns="urn:ietf:params:xml:ns:netconf:base:1.0"> <data>
4. Describe any workarounds that avoid the issue such as:
If I call command2 before command1 the issue doesn't occur.
See also the article: What are the different states for tickets in the Technical Support System? for the different types and statuses for tickets.