If you have searched through our available resources and still have questions related to your Jaspersoft products, you may want to submit a case to our Support team if you purchased an annual subscription to incident-based support or unlimited incident-based support. They can help you troubleshoot your issue, confirm a defect and log it with our Engineers, file a request for a new feature, etc.
To submit a case, log into the Online Customer Portal (http://support.jaspersoft.com/), hover over the “Cases” link in the navigation bar, and click “Submit a Case”. You'll see a simple form. In your case description, please be sure to specify the following:
| • | The Jaspersoft product and version you're using (NOTE: update this information on the My Company’s Deployment Information page whenever possible) |
| • | Details about your environment (Operating System, Java version, application server, database, etc.) |
| • | The exact steps Support must follow to reproduce the reported issue |
| • | Information about any changes that were applied to your environment or application when the issue first appeared |
| • | Attach any relevant files (ex: your JRXML template and/or your application log file*, stack trace, etc.) |
More recommendations for effective case preparation are available HERE: (http://www.jaspersoft.com/support-procedures)
*NOTE: To obtain the most detailed information about your issue, you may be asked to set your logging level to “DEBUG”. For more information, see the following page in the Community Wiki: http://community.jaspersoft.com/wiki/log4jproperties-jasperreports-server. To set “DEBUG” as the default logging level, change the value from log4j.rootLogger from “WARN” to “DEBUG”.
NOTE: If you want to learn more about Jaspersoft’s Policies and Procedures concerning Support, please read this page: http://www.jaspersoft.com/policies-and-procedures
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