To fully qualify a ticket so support can quickly process and understand the issue, it’s necessary to gather certain information.
Information to provide in the ticket
Check and install the tool package to help on collecting information, you can find it here on tool.
When there’s an issue with AEM, it’s necessary to provide the following information:
Collect system information (manual method for onprem customers)
Other possible source of information to collect
When instructions are provided to reproduce the issue, check that it works on an instance that is rebuilt based on the same instructions. If you cannot reproduce it somewhere else, it could be difficult for the support team to reproduce it too. And that could be a hint that the issue needs more content or description.
A package or some clear steps with screenshot or screen recording can be useful. Exact timestamp when the problem is observed or a clear time range is also a good practice to add in the description of the issue.
If the issue is performance-related, provide thread dumps as described in the article “Analyze Slow and Blocked Processes”, at least ten thread dumps with interval of 10 seconds. And, if you can use prof.jsp, use at least a stack depth of 64 with interval of 200 ms. Collect this data for about five minutes.
If there is a memory-related issue (out of memory message appear in your logs for example), provide the information as describe in the article “Analyze Memory Problems.”
Do this step for all instances in the cluster if applicable.
Send/attach the collected data
Send all in a single archive. If that is too large for the ticket, please ask your support representative for an alternative solution. Provide the information in the ticket at creation or as soon as possible after creation with the additional information and description that can help analyze the problem.
Change the loglevel to DEBUG according to the related issue
To get better quality in qualifying your ticket, use the Apache Felix Webconsole Configuration panel. Add a Logger configuration for DEBUG messages for the different part of the code related to your issues.
com.day.cq.replication.impl for replication issues
org.apache.sling.event.impl for Eventing-related issues
For example, you can find the package or category name for the logger by opening the bundle information in Apache Felix Webconsole Bundles panel.
Adding such information can help resolve the issue faster.