Support request for information



Please complete the applicable sections in the following request for information sheet. This sheet should accompany all support requests sent to support@farsouthnet.com



Contact details

[ ----------------------------------------------------------------------------------- ]

Originator of request

Date of request

Case number (if already assigned)

Priority (minor, major, critical)

Contact / mobile

Email

Technical contact (if different)

Contact / mobile

Email

Distributor

Distributor support contact






Incident report

[ ----------------------------------------------------------------------------------- ]

Last date and time of occurrence

Frequency of occurrence

Symptoms



Are there any work-arounds?




Has a detailed summary of diagnostics performed been included in the support request?




System configuration

Yes / Value

No / Value

Not applicable

Serial number

Serial number (if another unit is involved)

Serial number (if another unit is involved)

Model (e.g. Com.X1 1P4B8O8S, Com.X2 4P, iTA 4B8O, etc.)

comx-base version

comx-gui version

comma-gui version

commaimg version / comma.img firmware version

Have any customizations been applied to the system?


System access details

[ ----------------------------------------------------------------------------------- ]

Internet access

FQDN / IP

SSH port

SSH user

SSH password

Web port

GUI user

GUI password

Remote Desktop Access details

Remote desktop type (RDP, VNC, TeamViewer)

Port

User / ID

Password

Domain

FQDN / IP

Com.X / iTA IP

Direct access

Serial access available?

Monitor / keyboard available (Com.X2)

Technician site visit scheduled?


Log file checklist (are the relevant log files accompanying the request?)

Yes / Value

No / Value

Not applicable

/var/log/syslog.log

/var/log/asterisk/messages.log

/var/log/asterisk/misdn.log

/var/log/comma/comma.log

/var/log/commagui/other.log


Earthing / Electrical interference

Yes / Value

No / Value

Not applicable

Com.X earth via power adapter < 0.5 Ω

If available, Com.X earth via stud to telco / cabinet / building earth < earth via power adapter < 0.5 Ω

iTA earth via stud to telco / cabinet / building earth < 0.5 Ω

Com.X and iTA directly earthed to earthing point, not chained or joined?