Creating a Support case in Salesforce

Overview

Before Talend's Support team can provide assistance, you must register for Support and create a Support case.

 

How to register for Support

  1. Register for a username for our Forums: https://login.talend.com/register.php
  2. Link your username to a Support account: https://www.talend.com/communityregistration/

    • You will be asked for your Account Code, which was provided in your Welcome to Support email.
    • If you do not know your Account Code, send an email to customercare@talend.com or contact your Customer Success Manager (CSM) or Account Executive (AE).

 

How to create a Support case

To create a case, log in to the Support Portal: https://www.talend.com/services/technical-support/

 

In order for Talend Support to process your case in a timely manner, be sure to provide:

  • A description of the problem
  • The steps to reproduce the issue
  • Any troubleshooting steps you have attempted

 

Attach the appropriate logs to your Support case

Talend Support needs the logs associated with the tool or application where the issue is spawning from.

 

For example, if a Job will not generate on the Talend Administration Center, you will need to supply both the TAC logs and the CommandLine logs for Support to troubleshoot the issue, as TAC utilizes the CommandLine to generate Jobs.

 

Common locations for logs

Jobserver

The JobServer log files are in the JobServer installation path with the name jobserver.log:

Example: jobserver_installation_folder\jobserver\agent\jobserver.log

 

CommandLine

The CommandLine files are in the cmdline installation path with the name .log:

Example: commandline_Installation_folder\cmdline\studio\commandline-workspace\.metadata\.log

 

Talend Administration Logs (TAC)

  1. From TAC, select Settings > Configuration from the menu on the left.
  2. Click the Download Log button from the top of the Configuration pane on the right.

    Alternatively, the logs are saved to the TAC local disk based on the Logs/Log4j Technical file appender setting.

 

Studio

For version 6.2 and higher, the Studio logs can be gathered as follows:

  1. Select Help > Support Logs in Talend Studio.
  2. Save the archive to a known location so that it can be attached to the case.

 

For versions 6.1 and prior, the Studio log file will be located at:

talend_installation_folder\studio\workspace\.metadata\.log

 

Or if the Studio connection window does not even appear:

talend_installation_folder\studio\configuration\124345433323.log (or some similar name)

 

Repository Manager

Location of logs is set at: \tac\apache-tomcat\webapps\org.talend.repositorymanager\WEB-INF\classes

Default value: \tmp\Talend\repomanager\TIS_repository_manager.log

 

Environment Details

To allow Support to accurately and efficiently troubleshoot your case, they will need to know your environment details while researching for existing bugs or features.

 

Supporting Environmental details

  • Product version
  • OS
  • Database
  • Java
  • Big Data Distribution type/version
  • Security type

 

Software details

  • Job errors: Send a sample and input data
  • Talend logs for the component with the issue, such as TAC or JobServer
  • Screenshots
  • Error Messages
  • Thread dump (Performance issues)
  • Memory dump (Performance issues) 

 

How to properly set the severity of a case

 

1 - Blocker (S1)

This is reserved for situations where the software is completely unusable in a production environment.

 

2 - Critical (S2)

Select this when the use of the software is significantly degraded, for example if an error is preventing a team from moving forward with development.

 

3 - Major (S3)

Select this for a non-critical loss of software functionality, for example if you receive an error but it has a current workaround and business can continue as usual.

 

4 - Minor (S4)

Select this for general usage questions or cosmetic issues that have no impact or don't prevent the software from functioning.

 

Support Statements

Talend's Support Statements page describes our expected response times, along with other useful information. Locate the correct license type, severity type, and region that applies to you: https://www.talend.com/support/support-statements/

 

Resources

You are encouraged to search these locations, as they may contain a resolution for your current issue or question:

Talend Community

https://community.talend.com/

Talend Help Center

https://help.talend.com/

Version history
Revision #:
7 of 7
Last update:
‎04-17-2018 10:55 PM
Updated by:
 
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