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Support Tickets and Self-Service on Liferay Help Center

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Jay L.

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Help Center is the place where you can access our world-class customer support and abundant self-service resources.  Here is a guide to help you get the most from Liferay Support through Help Center.

 

Self-Service

Much of the information and resources you are looking have been made available through Self-Service channels.  Here are some of the most commonly used resources:

Releases and Downloads

  • Downloads Page - includes info on key highlights, known issues, changelog and module version changes per release.
  • DXP Release Tool - easy-to-use upgrade research tool that allows you to easily identify all the fixes and module version changes between different DXP versions and fix pack levels.

Official Product Guides

Knowledge Base

Activation Information

Product Support

 

Support Tickets - Best Practices

You may also ask for assistance through a Support Ticket.  To ensure the fastest possible investigation and resolution, please include the following information when creating support tickets:

  1. Detailed steps to replicate the issue
    • This will help the Customer Support Engineer reproduce the behavior for investigation.
    • Please be sure to reproduce your issue on a vanilla bundle of Liferay to ensure our engineers are reproducing your precise issue when they investigate.
    • With the reproduction steps, it's helpful to include statements about what the Expected Results are verses the Actual Results.  Example:
      • Expected Results: the button is visible.
      • Actual Results: the button is not visible.
    • You may want to include screenshots from the UI/console/browser console, etc.
    • Video or GIF may also be shared to help illustrate reproduction steps.

  2. Description of your use-case
    • Understanding what your use-case is, and what you are trying to accomplish, may help us resolve the issue or offer advice on best-practices.

  3. Complete Liferay logs from startup
    • By default, the logs are included in /$Liferay_home/logs
    • Having logging from startup will provide additional context in analyzing errors from the stack trace.

  4. Portal-ext.properities file
  5. Patching Info for your Environment
  6. Environment details that may be relevant
    • Browser Version - frontend issues
    • Database (type, version) - backend issues related to data
    • Java Version - for customizations where portlets need to be built
    • Web Server Version

  7. Recent changes in the system
    • Were there any changes in your system that could be related to the issue?
      • Changes/modifications on your database
      • Upgrades to Liferay (version or fix pack level)
      • Customizations (please attach the deployable custom plugin and its source code, or any documentation that has been referenced)

  8. For Performance issues in particular, include:

You can also refer to these articles that give specific steps before opening a:

Additional Information

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