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Support Ticket Best Practices and Self-Service Resources

Our goal at Liferay is always to offer you world-class resources and support, so that you can successfully build projects that serve the world.

 

Self-Service Resources

For a walkthrough of all the tools you have at your disposal please be sure to see THIS ARTICLE.

Much of the information you are looking has been made available on-demand. Here are some of the most commonly used resources:

Official Liferay Knowledge and Documentation

  • Learn.liferay.com
    • Home to the official Liferay Product Docs, Courses, Learning Paths, and Knowledge Base articles 
  • Legacy Documentation 
    • Legacy Product Guides for older DXP and Portal EE versions:

Activation, Releases, and Downloads

  • Activation Keys & Team Roles - Manage product activation keys and team roles on Customer Portal
  • Downloads Page - Access the latest product releases, including info on key highlights, known issues, changelog and module version changes per release.
  • Release Notes - See the highlights, new features, and breaking changes for the latest Liferay releases
  • DXP Version Comparison 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 update levels.

Security

Product Support and Service Levels

Activation Information

 

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
  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
    • 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:

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

Additional Information

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