How to post a successful Mantis Request

2011-09-15T07:33:47Z

Jkorp: Changed customer tag to not mandatory

This article is written to make your request to innovaphone support or innovaphone presales more successful.

Furthermore you help us to improve our workflow for you

==Applies to==
Support Requests

==More Information==
==Problem Details==
Here are some hints for a successful request:

Before opening a support case, please make sure that you have the newest available build on all your innovaphone device your request is for.

The newest build is provided: http://download.innovaphone.com/ (you enter this area with the well known ice access)

Please add in every case the Config with standard user und password.

If it is in exceptional cases not possible to set it to standard, provide us user and password.

Please per case only one request

Here are some formal hints for successful request:

* reporters phone number with extension (@phone 12345678-910)
* significant mail header
* just text
* no company logo or other pictures
* no wallpaper
* only the text of the current mail
* free from disclaimers

Here are some hints to attach successful traces/logs/configs:

* save it always in a txt-file and attach it to the request mail. Please do never post it in the mail direct.
* attachment must not be bigger than 5 MB, if you have a bigger one please pack it into a zip-file or a rar-file
* if you are not sure about which trace, please ask the innovaphone team which trace is useful for this request, make sure that all other not used trace are switched off
* if possible erase the trace before tracing with a double click on trace
* send us no traces/logs/configs without a description
* make sure that fault is inside the log/trace

Here are the causes why we necessarily need the information in every new posted case:

@source source of supply (from which dealer, distributor did you purchase this product)

This information is important to determine who is the right partner to support you.

@customer end customer (where is this device in productive use?)

This information is exclusively used to group separate cases which belong to the same installation and thus shall considered as a whole.

If you have with this issue problems with data protection, you can give your customer an alias, but make sure that you have always the same alias for one customer.

===Valid TAGS===
See below a summary over all valid tags:

Tag Required* Description
---------------------------------------------------------------------------------------------------------
@customer no end customer (project)
@source yes source of supply
@phone no Reporters phone number
@cc no Additional CCs
@email no Email to communicate with (if you write from a strange mail account,
you can set your company email address)
@name no Name of person to communicate with (if you write from a strange mail account)
@status no New State for Issue (for internal use)
@assign no Mantis user ID of Handler (for internal use)
@project no Project to assign case to (for internal use)
@summary no Description (for a extra short summery)
@language no Set language (en, de)
@setlanguage no Set and store language for your email address
@sendalways no Acknowledge the receipt of each message - not only new cases
@sendnever no Never send ack messages - not even for new cases
* for submittal of new cases

Please note that email, status, assign are available for innovaphone employees only.

===Case Number===

Please make sure that all communication to a case contains the case number.

In the following you see the format for the example ticket number: 1234

Provide this number, ###1234###, with exactly this syntax in the subject line of your email to ensure that all information gets posted to the correct case.

The email address for all replies is always support@innovaphone.com or presales@innovaphone.com, never the personal account of innovaphone presale or support staff.

The best thing is always to use the reply function in your mailer.

=== Replying to a Case ===
To cut down on text size in our issue tracking database, original emails sent to the customer are removed from the customer replies. This is done by searching for a line like

~~+~~ Do NOT answer/change/comment below this line ~~+~~ Bitte nicht unterhalb dieser Zeile antworten ~~+~~

Everything below this line is removed. This means you must not put any comments or answers below this line, as it will not be received by us. If you need to quote the text you have received by us, then please copy and paste it to the top so it will be before the above mentioned line.

==Known Problems==
Unfortunately, there is currently no access to the full case history for our customers. That is, you must keep all the relevant emails to keep track of an issue. However, to see what the overall status of all of your caes is, you will be getting an email each friday with a link to you case summary status page. This will show the status of all of your cases at glance.

Please note that this page is always generated in real-time. So even though you will be receiving the reminder email Fridays only, you may have a look at it at any time. It will always show the then-current status! If you lost the link and need to look at the status page, go to [http://mantis.innovaphone.com/view_customer_bug_page.php this page] and follow the instructions.

You should not reply with ''embedded pictures'' (pictures just pasted into the email body) as mantis will probably remove those. Instead, attach them as separate files.

[[Category:News|{{PAGENAME}}]]

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2010-09-20T17:17:39Z

Jkorp:

This is a dummy article to safely try editing wiki articles.

Holger Görsch '''alcera '''

Andreas Lugner '''DB Netz AG '''

Ingbert Dierker '''Telcat Multicom GmbH'''

Marc Bau '''Voxtron'''

Burbuqe Kadriu '''EFG Financial Products AG'''

Michael Scheer '''Innovaphone AG'''

Patrick Montaine '''Ball Packaging Europe'''

Christoph Anhorn- '''swisspro AG'''

Matthias Lorentz '''DOKOM21 GmbH'''

Torsten Schawaller '''DOKOM21 GmbH'''

Ralf Kramer '''THALES Defence & Security Systems GmbH'''

= Wiki Syntax ([[Help:Formatting|more about formatting]], [[Help:Contents|generic help]]): =

Italic ''word'': <code>''word''</code> 
Bold '''word''': <code>'''word'''</code> 
:Indented line: <code>:line</code> 

# numbered list item: <code># list item</code>
## numbered list sub item: <code>## list item</code>

* dotted list item: <code>* list item</code>
** dotted list sub item: <code>** list item</code>

hidden search tag:  <code></code>

= Play Arena =

Stefan V. Pettersen '''Network Scenario''' 
Timo Feiner, '''KTF Feuchter''' 
Mathias Kropf, '''Ascom Deutschland''' 
Dirk Pedina, '''Telekommunikation Mittleres Ruhrgebiet GmbH''' 
Andre Lippitz, '''Sec Com GmbH Recklinghausen''' 
Manfred Mauler, '''ACP IT Solutions GmbH, Innsbruck''' 
Christoph Nyffenegger, '''Ascom Schweiz AG''' 
John Larsen '''Ascom Denmark A/S'''

Johann Kiss, '''Triple AcceSSS IT GmbH, Austria''' 
Marco Koch, '''Wrocklage Intermedia GmbH Germany''' 
Frank Schneebeck, '''ETe Datentechnik GmbH Germany''' 
Christoph Hanken, Paragon Data GmbH
Jonas Teckentrup, Paragon Data GmbH
Porretta Mauro, '''SARTE S.p.A. Italy''' 
Kevin Edmonds, '''Consult Partner GmbH''' 
Karsten Otto, '''westko network service GmbH''' 
Arne Stark, '''westko network service GmbH''' 
Henk Schuurman, '''Soft Solutions''' 
Marko Röhncke, '''Kevag-Telekom GmbH''' 
Kristijan Fabina, '''Datentechnik d.o.o.''' 
Dirk Lange, '''Nachrichtentechnik Bielefeld GmbH''' 
Ludwig Kempter, '''LEWTelNet GmbH''' 
Sakari Aaltonen, '''DigiCenter''' 
Jukka Somiska, '''Daimler Finland''' 
Gisbert Cremerius, '''Hack-Attack''' 
Massimiliano Tamaro '''Test s.p.a Italy''' 
Marco Boschi '''Eksaip Vicenza''' 
Stig Aune, '''Stig Aune Consulting''' 
Sandro Haas, '''KufGem EDV GmbH''' 
Daniel Haidacher, '''KufGem EDV GmbH''' 
Marc Steiner, '''Inikon AG''' 
Johan de Jong, '''trizwo GmbH''' 
René Scholz, '''Ascom''' 
Rocco Schmidt, '''ATS Ascom''' 
Marcel Britten, '''Connect GmbH''' 
Hans-Joachim Haun, '''VB OLD''' 
Marco Falger, '''Koch Media GmbH''' 
Swen Angelstein,'''ST.AG''' 
Arne Schmidt, '''TELCAT Multicom GmbH''' 
Liang Zhang, '''Koch Media GmbH''' 
Dirk-Jan van Dalen, '''Telematch BV''' 
Edwin Lansbergen, '''Telematch BV''' 
Benjamin Köhler, '''iits GmbH & Co. KG''' 
Christian Bengtsson, '''COBS AB. Sweden''' 
Sebastian Lutz, '''Oberberg-Online Informationssysteme GmbH''' 
Paul Schrok, '''Ascom Suisse SA''' 
Andreas Moser, '''EFG Financial Products AG''' 
Paul Schrok, '''Ascom Suisse SA''' 
Dennis Moller '''Ascom Denmark''' 
Andre Pooschke '''Fundamental Consulting GmbH & Co. KG''' 
Roman Pietrowski '''Bohnen Computer-Technik GmbH''' 
Oliver Dawid '''ComNet GmbH''' 
Richard Olsson '''Avitel''' 
Roman Festl '''Confidencia Consulting GmbH''' 
Udo Jungmittag, '''Ascom Deutschland GmbH''' 
Peter Fürst, '''swisspro AG''' 
Peter Ruf, '''swisspro AG'''
Carsten Reichelt '''HL komm Telecommunications GmbH''' 
René George, '''Multidata Sàrl''' 
Livane Hellmann, '''Ascom France''' 
Jan Korpegård, '''Ascom Sweden'''

innovaphone wiki - User contributions [en]

How to post a successful Mantis Request

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