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    Operational guide Support

    Use the MOLO17 support portal

    The MOLO17 support portal at support.molo17.com is where you ask the Gluesync engineers for help and follow the answer until the problem is solved. This guide shows you how to sign in, how to open a request with the help of Spark or by choosing a request type, how to fill the form, how to send logs into your request with a voucher, how to reply and add colleagues, how to find your requests, and how to choose the notifications that you receive. It ends with what partners see and what to do when something does not work.

    In this guide

    You will sign in or create your account, describe a problem to Spark and read the answers it finds in the documentation, open a request, choose its type and priority, attach files, send a support bundle with the voucher of the request, reply to support, add colleagues of your company, search your requests, and set the email language and the notification settings.

    The screenshots show the customer view of the portal, as a MOLO17 colleague sees it when testing. The name in the header is the name of that test user.

    Quick information

    Goal

    Open a support request, give the engineers what they need, follow the request to the solution and control the notifications

    Audience

    Customers and partners who run Gluesync and use the MOLO17 support portal

    Level

    Beginner

    Time required

    About 20 minutes

    Area

    support.molo17.com → Home, New request, My requests, user menu

    Applies to

    Gluesync 2.3

    Before you begin

    Make sure that:

    1. You have a work email address. The portal links you to your company through the domain of this address, so do not use a free mail address such as Gmail or Outlook.com when you create the account;

    2. You can open support.molo17.com in a browser;

    3. For an Incident, your company has an Enterprise license. Without it, the portal opens the request as Help, see step 4;

    4. To send logs, you can reach Gluesync Core Hub or the server that runs Gluesync. The collection itself is in Collect and send logs to MOLO17 support.

    Guide steps

    Sign in or create your account

    UI

    1. Open support.molo17.com. The sign-in page opens when you select Sign in, or when you open a page that needs an account;

    2. If you already have an account, enter your email and your password, or select Continue with Google or Continue with Microsoft;

    3. If you are new, select the link to create an account. Enter your work email and a password of at least 8 characters with uppercase letters, lowercase letters and numbers. Select the button to create the account;

    4. The page says Check your inbox. Open the verification email and select the link in it. The portal signs you in when you come back to the tab, or when you select I’ve verified it, continue;

    5. If you forgot your password, select Forgot your password, enter your email and open the reset link that you receive. The portal gives the same answer for every address, so the page does not tell you whether the address has an account.

    Expected result

    You see the Home page of the portal, with your name in the top right corner. A customer sees only Home, My requests, New request, the search icon, the notification bell and the user menu.

    If your company already has Gluesync contacts at MOLO17, your account is linked to your company automatically. The link decides which requests you can see and whether an Incident keeps its type.

    Start from the Home page

    UI

    The Home page has a box with the question What’s going on?. Describe your problem in your own words and let Spark, the MOLO17 assistant, suggest what to do. You can also skip Spark and choose the request type yourself.

    Home page of the support portal with the title Platform
    Figure 1. The Home page. The box What’s going on? has the button Triage with Spark and the link or browse request types. Below it are example cards, How support works and the quick links.

    The Home page also has:

    • Try an example cards for Bug, Incident, Help and Change. Select a card to fill the box with a sample text that you can change;

    • How support works, with three steps: open a request, talk to an engineer, track the request to its resolution;

    • quick links to the Documentation, the Status page, the Roadmap, the Downloads and Contact sales.

    Check the Status page first when many things fail at once: it tells you whether MOLO17 already knows about a platform problem.

    Expected result

    You know where to start a request: the box on the Home page, or New request in the header.

    Triage your problem with Spark

    UI

    1. Type what is going on in the box. Include what you did, what you expected, what you saw and the error text if there is one. Press Enter to send. Press Shift+Enter to add a new line;

    2. Select Triage with Spark;

    3. Read the answer. Spark shows three things, one after the other:

      • These might already answer it: links to the documentation and to how-to guides;

      • Similar cases others solved: short summaries of past cases;

      • Spark suggests this request: the request type with the reason why, and the button Open this request;

    4. If the documentation solves your problem, stop here. If not, select Open this request. Select Start over to clear the box and begin again.

    Spark triage result with the sections These might already answer it
    Figure 2. Spark shows the documentation that may answer the question, similar cases, and the request that it suggests.

    The form opens with the label PRE-FILLED BY SPARK — CHECK BEFORE SENDING. It shows What you told Spark, the summary and the description that Spark wrote, and the link Wrong type? Switch, which lists the other request types. Correct the text and the type if needed.

    Request form pre-filled by Spark with the notice Pre-filled by Spark check before sending
    Figure 3. The pre-filled form. Nothing is sent until you select Submit request.
    Expected result

    The form shows the type, the summary and the description that Spark proposed. The request does not exist yet: it is created only when you submit the form in step 5.

    Choose the request type

    UI

    To skip Spark, select or browse request types on the Home page, or New request in the header. The page lists four types. Choose the one that fits best:

    Type Use it for

    Bug

    Something that does not work as documented

    Help

    A question, a configuration, or best practices

    Change

    A planned change. Say what you want to change, why, and in which time window

    Incident

    A production incident or outage. Say the impact, when it started and any workaround that you found
    Page New request with four cards Bug
    Figure 4. The four request types. Incident carries the note about the Enterprise license.

    Each card says that, without an Enterprise license, your request is opened as Help, and that the priority you pick is kept. The portal changes the type for you and never refuses the request. Use Incident only for a production problem: the incident commitments of the enterprise plan are in Enterprise support.

    Expected result

    The form of the type you chose opens.

    Fill in and submit the form

    UI

    1. Enter the Summary. It is required. Write one line that names the product and the symptom;

    2. Enter the Description. It is required. The editor has headings, bold, italic, strike-through, lists, a quote, inline code, a code block, a link and a table, and it has undo and redo. Put error messages and commands in a code block;

    3. Choose the Priority:

      Priority Meaning

      P1 - Blocker

      Production is down or blocked, and there is no workaround

      P2 - Major

      An important function is impaired

      P3 - Minor

      A minor issue or a question

    4. Optional: in Components, choose the Gluesync products and agents that the request is about. You can choose up to 10. Hold Ctrl, or ⌘ on a Mac, to select more than one;

    5. Optional: add files with Attach files, add a whole folder with Attach a folder, or drag and drop. The portal sends a folder as one zip file. One request or one reply can carry up to 1 GB of files;

    6. Select Submit request. Select Cancel to leave without creating anything.

    Form of a Bug request with the fields Summary and Description with its toolbar
    Figure 5. The form of a Bug request, with the summary, the description editor and the priority.
    End of the request form with the Components multi-select
    Figure 6. Components and Attachments at the end of the form, with Cancel and Submit request.
    Expected result

    A message says Request <KEY> created successfully!, where <KEY> is the number of your request, for example GS-1234. You land on the page of the request. You also receive an email that confirms the request.

    Send logs with your request, not instead of an explanation. Step 8 shows how.

    Follow your requests

    UI

    1. Select My requests in the header;

    2. Use the tabs Open, Closed and All, and the Status filter, to choose what the list shows;

    3. Sort a column or filter it. The columns are Status, Priority, Key, Created, Request (the title and the type), Assignee and Updated;

    4. Select a request to open it.

    My requests page with the tabs Open
    Figure 7. My requests with the tabs, the status filter and the columns.

    You see the requests that you opened and the requests where someone added you as a participant. You do not see the requests of other people.

    The status badge shows where the request is. The names can differ a little between request types:

    Status What it means

    Open, Acknowledge

    MOLO17 received the request and has not started to work on it

    Under Investigation, Work in Progress, Task Force

    The engineers are working on it

    Waiting for user

    The engineers need something from you. Answer in the request. If the request waits for you for about three business days, you receive a reminder as a comment and an email

    Done, Canceled

    The request is closed. It moves to the Closed tab

    You cannot change the status yourself. A reply on a request that is Done does not reopen it. If the problem comes back, open a new request and give the earlier key.

    Expected result

    Your new request is the first row of the Open tab, with the status Open, the priority you chose and its key.

    Read and reply on the request page

    UI

    The request page has the title, the status and the priority at the top. Under them are the Key details (who raised the request, through the support portal, and when), the Description and the thread of comments.

    1. Read the comments of support. Select Translate to English on a message to read it in English;

    2. Type your answer in the Reply box at the bottom;

    3. Add files with the paperclip button, or a folder with the folder button. A folder is sent as one zip file;

    4. Select Send.

    Request page with the title
    Figure 8. The request page. The side panel has the key, the type, the voucher for logs, the assignee, the participants and the priority.

    The side panel shows the key of the request with the button Copy link, the Type, the date the request was Opened and the Submitter. The Priority is read-only for you. If the priority is wrong, say so in a comment.

    You can also answer from your mail program. Every email about your request has a reply address that belongs to the request. Reply from the address that received the email and write above the line ##- Please type your reply above this line -##. The portal adds your text as a comment, marked via email. Keep in mind:

    • Reply from your own address. An email that someone else forwards, or that comes from another sender, is not added as your comment;

    • Automatic replies, such as out-of-office messages, are discarded;

    • The portal keeps the text and skips a file over 10 MB, and it says so in the comment. Use the portal to send big files.

    Expected result

    A message says Comment added. and your reply appears in the thread. Support receives a notification.

    Send logs with the voucher of the request

    UI + CLI

    Every request has a LOG UPLOAD VOUCHER in the side panel. The voucher lets Gluesync send a support bundle straight into the request, without an email address or a ticket number.

    1. Find the card LOG UPLOAD VOUCHER. The code has the form GSV-XXXX-XXXX-XXXX. Select Copy;

    2. Check that the state is Active. The card says that the voucher is valid while the request is open and for 30 days after it is closed;

    3. Use the code in one of these places:

      • Gluesync Core Hub: Settings → Support → Collect logs;

      • Gluesync Control: the Support section, or the command line:

        gluesync collect-logs --voucher <code>

    4. Wait for the upload to end. The list Logs sent on the card shows each bundle that arrived.

    Keep the code private: anyone who has it can send files to your request. If the card does not show a code, because the voucher was revoked or has expired, ask support in a comment to issue a new one.

    Choose which logs to collect, and set the log level, with Read Gluesync logs and diagnose errors. The options of the command are in Gluesync Control and in Gluesync Control for Linux.

    Expected result

    The bundle appears under Logs sent on the request page, and the engineers can open it. If the server cannot reach the internet, collect the bundle locally and attach it to a reply with Attach files.

    Add colleagues to the request

    UI

    Participants receive the emails about the request and can follow and answer it.

    1. In the side panel, under Participants, select + Add people;

    2. Type the email address of your colleague, or pick a name from the list that opens under the field;

    3. Select Add.

    Participants card with the Add people form
    Figure 9. The Add people box. The line under the field says which addresses the portal accepts.

    The portal accepts only addresses of your own company domain. The line under the field names the domain, for example Only @<your domain> addresses. If you cannot add people, the card says To add people, ask support in a comment. Only the person who opened the request can add participants.

    Expected result

    Your colleague appears under Participants and sees the request in their own My requests list.

    Search your requests

    UI

    1. Select the magnifier in the header;

    2. Type some words, or a key such as GS-1234, and press Enter;

    3. Read the list. Each result shows the status and where the words matched: the Title, the Description or a comment. Select a result to open it.

    Search page with a list of matching requests
    Figure 10. The search results with the status of each request and the place where the words matched.

    The search looks only at the requests you may see. Use at least 2 characters. A key typed alone opens that request.

    Expected result

    The results page lists your matching requests, best match first.

    Choose your notifications and your email language

    UI

    The bell in the header lists what happened on your requests, for example Support replied on <KEY> or Status is now <status>.

    Notification bell open with a list of notifications
    Figure 11. The notification bell with Mark all as read and View all.

    1. Select the bell to read the latest items. Select Mark all as read to clear them, or View all to see the whole list;

    2. Select your name in the header to open the user menu. It shows your name and email, the Email language, Notification settings and Log out;

    3. In Email language, choose English, Italiano, Español, Français or 日本語. The portal sends you its emails in that language. The portal screens stay in English;

    4. Select Notification settings;

    5. For each kind of notification, choose how it reaches you by email: Instant, Daily digest or Off. Where a kind has a bell, switch In the portal on or off;

    6. If you use the Daily digest, choose the hour and the time zone of the digest. The default hour is 08:00;

    7. Select Save. Select Reset to defaults to go back to instant everywhere.

    User menu with the name and email
    Figure 12. The user menu with the Email language list, Notification settings and Log out.

    A customer has four kinds of notification:

    Kind What it covers

    Replies on my requests

    A public reply on a request that you opened, follow or were added to. It has an email and a bell

    Status changes

    A move to another status, including resolved and reopened. It has an email and a bell

    Requests opened for me

    The confirmation of a request that was created for you or by you. It has an email only

    Closing and reminders

    The resolution email, the reminders and the notices before a request is closed for lack of an answer. It has an email only
    Expected result

    Your choices apply from now on. Everything is Instant until you change it.

    When a request is solved, you receive an email that asks how support did. It has three answers, Awesome, OK and Bad. One click is enough, and you can add a comment on the next page. The survey is part of Closing and reminders: set that kind to Off, or to Daily digest, and you do not receive it.

    What partners see

    A partner is a reseller or an integrator that has its own login and works with end customers. The pages are the same, with these differences:

    • My requests lists the requests of the end customers of the partner, as well as the partner’s own;

    • the request form has a Customer list. Choose the end customer that the request is for. An Incident follows the Enterprise license of that customer, not the license of the partner. Without a license, it is opened as Help;

    • a partner can write a comment that only the partner and MOLO17 support read. The end customer never sees it. Use the switch of the Reply box to choose between a comment for everyone and a comment for the partner and support.

    Verify the result

    You can use the portal if:

    • You can sign in at support.molo17.com and you see Home, My requests and New request;

    • You opened a request with Spark or by type and you saw the message Request <KEY> created successfully!;

    • You know your request in My requests, its status and its priority;

    • You copied the voucher of a request and know where to paste it in Core Hub and in Gluesync Control;

    • You replied on the request page and the reply appears in the thread;

    • You set the Email language and the Notification settings that suit you.

    Troubleshooting

    Problem Possible cause What to do

    The page Check your inbox appears when you sign in

    The email address of the account is not verified yet

    Open the verification email and select the link. If you cannot find it, ask the page for a new one and check your spam folder

    You chose Incident and the request is Help

    Your company has no valid Enterprise license, or the license has expired

    Nothing is wrong: the portal keeps the priority you chose. Ask your MOLO17 contact about the license if you expected an Enterprise one

    A partner opens an Incident and gets Help

    The end customer that you selected has no Enterprise license

    Select the right end customer in the Customer list, or ask your MOLO17 contact about the license of that customer

    You do not see a request that a colleague opened

    You see only your own requests and the ones where you are a participant

    Ask your colleague to add you under Participants

    + Add people is missing, or the portal refuses an address

    Only the person who opened the request can add people, and only addresses of the company domain are accepted. A free mail address has no company domain

    Use an address of your company domain, or ask support in a comment to add the person

    The card LOG UPLOAD VOUCHER shows no code

    The voucher was revoked, or the request was closed more than 30 days ago

    Ask support in a comment for a new voucher

    The upload with the voucher fails

    The server that runs Gluesync cannot make outbound HTTPS connections, for example because of a proxy or a firewall rule. A bundle can be up to 5 GiB

    Allow outbound HTTPS from the server, and try again. If it still fails, collect the bundle locally and attach it to a reply

    Core Hub or Gluesync Control asks for an email and a ticket ID, not a voucher

    The installed version still uses the older upload

    Update Gluesync, or collect the bundle locally and attach it with Attach files. See Collect and send logs to MOLO17 support

    The portal refuses a file

    A request or a reply can carry up to 1 GB of files

    Zip and split the files, or send the large ones with the voucher

    Your email reply does not appear in the request

    You replied from another address, the email was forwarded, or the text above the line was empty

    Reply from the address that received the email, write above the line, and check that the text is new. If it is still missing, reply on the request page

    You receive no emails from the portal

    The kind of notification is Off or Daily digest, or the mail system moved the email to the spam folder

    Open Notification settings and choose Instant. Check your spam folder and allow the sender of the portal emails

    The search finds nothing

    The words are not in the title, the description or the comments of a request that you may see

    Try other words, or a key such as GS-1234. Use at least 2 characters

    Contact MOLO17 Support if you need assistance with the support portal.