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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

Much of the information and resources you are looking have been made available through on-demand channels available when you need them. Here are some of the most commonly used resources:

Official 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. Also, the Liferay Contact listed in the project overview page is the best person to reach out to with commercial questions about subscription renewal, purchasing or other Liferay services.

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 Liferay Support Engineer reproduce the behavior for investigation.
    • Please include clear steps to reproduce your issue:
      • For DXP Self-Hosted: 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 you are experiencing. For 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 if it helps illustrate the reproduction steps.
       
  2. Description of your use-case
    • Understanding your use-case and what you are trying to accomplish, may help us resolve the issue or offer advice on best-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 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 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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