How to post a successful Mantis Request
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.
See below a summary over all valid tags:
Tag Required* Description
@customer yes 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
- for submittal of new cases
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.
Known Problems
Syntax of the several elements