Support

In this section, we provide best practices that should be considered when submitting support tickets for on-premise Cloud CMS installations.

When submitting tickets to Cloud CMS, the objective should be to provide as much information as possible so that the ticket can be worked on as quickly as possible. Very often, tickets are submitted that do not have sufficient detail or information to either understand the problem or reproduce it. Tickets that include things like log files, database dumps, exports or other relevant details are generally resolved more quickly since they provide our engineers with what they need to get down to business.

Dumping a Data Store

When all else fails, Cloud CMS may request a dump of one or more of your Cloud CMS data stores.

We recommend using mongodump to produce a MongoDB dump file of a given database. We recommend a command that more or less looks like this:

mongodump --db {databaseName} --oplog --gzip --out {outputDirectory} 

Where the following should be provided:

|---|---| |databaseName|The name of the database (such as repository-9358133583491fef97a3)| |oplog|Runs the dump as a point in time snapshot| |gzip|Writes the results as a GZIP file| |outputDirectory|A path on disk where the resulting gzip file should be written| |---|---|

If you're running a replica set (which is recommended for production), you may want to further specify the read preference so that the dump can be executed on a secondary member.

The databaseName value is typically going to be {datastoreType}-{datastoreId} where datastoreType is one of the following:

  • application
  • directory
  • domain
  • platform
  • registrar
  • repository
  • vault
  • webhost

Use of the --oplog flag is recommended as a means of providing a consistent DB dump that is aware of any writes or deletes that may occur while the dump itself is running. This tracks an oplog on disk that is reconciled with the final results to produce a consistent dump.

If you're asked to export a repository for a given project, you can typically find this repository value by going to the following URL in the user interface:

https://{host}:{port}/#/projects/{projectId}/stack

This will reveal the datastores that comprise your project. You will want to find the repository ID (contained in the URL for the listed repository and use this value).