Basic Troubleshooting Questions to Enrich Support Tickets

SUMMARY

Committed to elevating our service and support standards, we continually evaluate and refine our processes to improve the exchange of information between end-users and the Cognite support team. We have identified that including additional information upfront in the support tickets raised can greatly streamline our response process, allowing for quicker and more efficient issue resolution. To facilitate this, we have pinpointed essential details that, when provided in tickets, can significantly accelerate resolution times.

We are dedicated to continuous improvement in these areas and greatly value your feedback.

There is basic information that will be helpful for troubleshooting 

• Have you encountered this issue before, or is this the first time you have experienced it?
• To better understand the impact, please let us know the number of affected users.
• What is the project name? 

The following questions will be added based on the product: 

• Charts Questions 

  1. If you are observing an error, if possible, please share a screenshot of the error
  2. If an issue is encountered with the calculation, download it and share the calculation.
  3. For loading issues, please share a HAR file to check the network and the payloads. 
  4. If you are observing an issue with data, then check whether the data is available in CDF and the data ingestion rate 
  5. If you are experiencing any issues related to the behavior of a function, please share a screen recording.

• Functions Questions 

  1. If you are facing issues with the function, please share the handler file.
  2. If you are observing the error, please share the full error log and the request ID 

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• ​Flexible Data Modeling Questions 

  1. What is the schema definition of the data model?
  2. Please share a .HAR file from the FDM screen that is having issues.
  3. The GraphQL URL/request body/response?
  4. If you are observing an error, if possible, please share a screenshot of the error and the x-request-ID of the failing query.

• 408 Errors 

  1. Check whether the indexes are being added. 
  2. What is the schema definition of the data model?
  3. The GraphQL URL/request body/response?
  4. Please share a .HAR file / request ID

• Extractors Question 

  1. What's the name and version of the extractor? 
  2. Are you setting up this tool for the first time, or have you been using it for a while?
  3. If you've been using it before, have you recently made any changes to the tool's settings or upgraded it?
  4. If you are observing an error, if possible, please share a screenshot of the error. 
  5. Please share the most recent configuration file that caused the error and the logs you have in DEBUG mode.
     
      

• PowerBI  Questions  

  1. For connecting issues, please check whether the tenant ID has been added correctly.
  2. For the query issues, please share the source code.
  3. If you are observing an error, share a screenshot of the error. 

• Grafana Questions  

  1. What is the Grafana version and the connector version? 
  2. If you are observing an error, share a screenshot of the error. 
  3. If you encounter any issues related to the behavior of a function, please share a screen recording.
      

• SDK Questions  

  1. What is the SDK and the version?
  2. Do you observe this issue in the latest version? 
  3. If the issue is observed in the code, please share the code 
  4. If you are observing an error, please share a screenshot of the error.