Opening a partner support ticket
This page is for developers and administrators in partner companies. Partner support runs on "GitHub Issue Tickets" counted per week or month by level (https://exponential.earth/partner/benefits). Which repository to use for partner tickets, and whether it is private, is told to you at activation; if not, ask the partner team.
Before you open a ticket
- To do: Search the help (the
/key in the help focuses the search) and the forums. - To do: Search open and closed issues of https://github.com/se7enxweb/exponential/issues.
- To do: Reproduce the problem on a clean, current installation if you can.
- To do: Read When something goes wrong; it explains logs and debug output.
- To do: Decide: is it a bug in Exponential (public issue), a question about your project (partner ticket), or a security problem (private e-mail to [email protected], never a ticket)?
What to include
| Item | Example | Why |
|---|---|---|
| Exponential version | 6.0.14, or main at commit abc1234 | Most answers depend on it |
| PHP version and engine | PHP 8.3, Velocity / PHP-FPM / FrankenPHP | Behavior differs |
| Database | SQLite, PostgreSQL, MariaDB ... | Drivers differ |
| Extensions involved | Names and versions | Many problems are in extensions |
| What you did | Exact steps | So it can be reproduced |
| What you expected | One sentence | Defines success |
| What happened | Error text, log lines | The evidence |
| What you tried | Cache cleared, autoloads regenerated ... | Avoids repeated advice |
| Urgency | Production down / degraded / question | Prioritization |
Keep secrets and customer data out
Before you paste anything, remove passwords, keys, database host names, customer names, e-mail addresses and
private URLs. Replace them with placeholders such as <customer-site>. The help's bug-report helper builds a safe
environment summary for exactly this reason (When something goes wrong).
Template
Title: <short description> on Exponential <version>
Partner: <company> (<level>) Urgency: <down / degraded / question>
Environment: Exponential <version>, PHP <x.y> (<engine>), <database>, extensions: <list>
Steps to reproduce:
1. ...
2. ...
Expected: ...
Actual: ... (error text / log lines, secrets removed)
Tried so far: ...After the answer
- Confirm when it is solved and how, so the ticket helps others.
- If the cause was a bug in Exponential, make sure a public issue or pull request exists (Filing bugs well).
- Log solved bug reports as activity (Logging your partner activity).
Related pages
- Support levels and response times
- Escalations and security issues
- When something goes wrong
- Free documentation: this page is free to copy, translate and improve under the GNU FDL 1.3.