Submit Incident Step 2 of 3

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Submit Incident (Step 2 of 3)

Server Info Tab

Note: Please be sure to complete required information in all tabs before submitting Support requests to PaperThin.

Use the Server Info tab to provide Support with CommonSpot, ColdFusion, and Operating System version, and other server settings. CommonSpot detects and displays available data and collects additional information to expedite subsequent Support requests. Enter server details to help troubleshoot your issue. Once entered, update this information only if it changes, using the Update Support Information option.

Note: If your CommonSpot installation uses more than one server, make sure to complete this dialog for each server in your environment. Obtaining basic server information enables PaperThin Support to best provide assistance

The Server Info tab contains the following fields:

CommonSpot Version: Displays the currently installed CommonSpot release.
Operating System: Displays the currently installed Operating System.
OS Version: Optional. Displays or changes release information for the installed Operating System. Enter Service Pack level or release number.
RAM: Optional. Displays or changes the amount of Random Access Memory currently installed on this server. Select from the dropdown.
Number of Processors: Required. Displays or changes the number of currently installed processors. Defaults to 1. Select from the dropdown.
Processor Type: Optional. Enter text that best describes your system processor.
Java VM Version: Optional. Select the current Virtual Machine version from the dropdown.
Other Server Details: Optional. Provide any other information to help PaperThin solve your problem.

This tab also collects contact information for communication and authentication purposes. PaperThin verifies registered user status before accepting incident information uploads. Members of the CPAdmin group or equivalent can create but not complete incident submissions. These incident packets must be manually submitted by a registered Designated Support Representative.

The Contact Name and Email Address fields are auto-populated with information specified in your local profile.

Once you enter all required information, click Next to display the Submit Incident (Step 3 of 3) dialog to complete the incident report, or Cancel to exit.

Site Information Tab

Use the Site Information tab to collect or change information for each top-level site on the server. If the Site URL field lists multiple sites, select and complete information for each one listed.

Site URL: Displays one or more CommonSpot Web addresses. Set or change the current site. You must complete this form for each site listed.
Type of Site: Optional. Choose one or more site types.
Internet: Defines this as a public Web site.
Intranet: Defines this as a private,secure, internally networked site.
Extranet: Defines this as a private, secure external network site.
Usage: Optional. Select the range of traffic the site receives.
CommonSpot Login Information: Optionally grants PaperThin Support access to your system for diagnostic purposes only. Supply a level of access sufficient for troubleshooting.
UserID: Optional. Enter a valid user ID for your CommonSpot server.
Password: Optional. Enter a valid password for your CommonSpot server.

Once entered, these credentials become inaccessible to anyone other than PaperThin Support.

Once you enter all required information, click Next to save and submit the incident, or Cancel to exit.

Related Links

You can download PDF versions of the Content Contributor's, Administrator's, and Elements Reference documents from the support section of paperthin.com (requires login).

The following guides are available from the support site and are in the /docs/directory of your CommonSpot Server:

You can also download these other guides from the support section of paperthin.com (with login):

For technical support:

http://www.paperthin.com/support/