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Support Ticket Submission Checklist

Before Opening a Support Ticket

Please ensure you have completed the following steps:

  • Verify Known Bugs: Check the known bugs for your service and include the GitHub Issue link in your ticket if a related issue already exists. Refer to Bug Report Links for Services for a link to each services issues.

  • Scope of Support: Confirm that your issue is within the scope of the b0t team's support. Issues requiring changes to external dependencies or new implementations may not be addressed.

  • Matrix Bridges Checks (if applicable): Ensure that the b0t responds to your commands in the management portal. This verifies the bot's operational status.

  • Login Status (if applicable): For services requiring authentication, like Matrix Bridges, confirm you're logged in by using a simple command like 'ping' to check for a response.

Additional Steps

  • Restart & Update: Before submitting a ticket, try restarting your device or application and ensure it's updated to the latest version. This can resolve many common issues.

  • Error Messages & Logs: Collect any error messages or logs that occur when the issue happens. This information is crucial for diagnosing the problem.

  • Detailed Description: Provide a clear and detailed description of the issue, including steps to reproduce it, if possible. The more details you provide, the easier it will be to identify and resolve the problem.

  • Environment Information: Include details about your environment where the issue occurs, such as operating system, software versions, network setup, and any other relevant configurations.

  • Previous Solutions: Mention any attempts you've made to solve the issue on your own. This helps avoid repeating steps and directs the support team towards new solutions.

By following this checklist, you help us provide you with the most efficient and effective support. Thank you for taking the time to ensure your ticket contains all necessary information.

To create a listing of links for bug reports for each service based on the provided list, you can format it in a clear and accessible manner. Here's how you might structure it:

Bug Report Links for Services

Element

Bridges

Matrix Infrastructure

Please check these links for known issues before submitting a new bug report or support ticket.