Support Tickets - Best Practices

You may request more assistance with an issue through creating a Support Ticket.

• Note that for Cloud Customers (Liferay SaaS or PaaS) you can also access the ticket form via the Cloud Console.
• For commericial questions about subpscription renewals or purchasing/adding Liferay services, your Liferay Contact listed in the project overview page is the best person to reach out to.

To ensure the fastest possible investigation and resolution, please include the following information when creating support tickets:

1. Detailed steps to replicate the issue
   • For DXP Self-Hosted: be sure your issue is reproduceable on a vanilla bundle of Liferay to ensure our engineers are reproducing your precise issue when they investigate.
   • With the reproduction steps, indicate what the Expected Results are verses the Actual Results you are experiencing. For example:
     • Expected Results: the button is visible.
     • Actual Results: the button is not visible.
   • Include screenshots, Video or GF from the UI/console/browser console, etc. if they are helpful to understand the situation.
2. Description of your use-case
   • Understanding your use-case and ultimately what you are trying to achieve, may help us resolve the issue or offer advice on better practices for achieving your goal.
      
3. Complete Liferay logs from startup
   • By default, the logs are included in /$Liferay_home/logs
     • For Liferay SaaS and PaaS: logs are found in the Cloud Console
   • Having logging from startup will provide additional context in analyzing errors from the stack trace.
      
4. Portal-ext.properities file
   • See: Including portal-ext.properties in Help Center Tickets
     • Not available for Liferay SaaS
        
5. Patching Info for your Environment
   • See: Including Patching Tool info with a Help Center Ticket
     • Not available for Liferay SaaS
        
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
   • Relevant page/link in the Cloud Console - Liferay SaaS and PaaS
      
7. Recent changes in your 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 patch level)
     • Customizations (please attach the deployable custom plugin and its source code, or any documentation that has been referenced)
     • Client Extensions deployments
     • Updates
        
8. For Performance issues in particular, include:
   • Heap Dumps if out-of-memory errors are being encountered
     • See: Taking Heap Dumps from a JVM
     • Not available for Liferay SaaS
   • A series of Thread Dumps for CPU spikes, deadlocks, or slowness
     • See: Taking Thread Dumps from a JVM
     • Not available for Liferay SaaS

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

• Liferay SaaS or PaaS ticket
• Security ticket
• Performance ticket
• LAR/Staging ticket
• VPN ticket for Liferay PaaS
• Shutdown/Inoperable System ticket
• API ticket
• Accessibility ticket
• Authentication ticket
• User Interface (UI) ticket
• Shutdown/Inoperable System ticket
• Search/Indexing ticket
• Portal Deployment ticket
• Activation Key ticket
• Upgrade ticket
• Sync ticket
• Document Library ticket
• Web Content Management ticket
• Clustering ticket
• LCS ticket

Additional Information

• Overview of Liferay Customer Portal Resouces
• Liferay's Community Site, while not officially supported, can be a source of helpful information:
  • Blogs
  • Forums
  • Slack Community