Exporting the system collection and Index Definition document

Together the system collection and the Index Definition document provide all the configuration information typically required for troubleshooting.

Note: This applies only to On-Premise deployments.

This information is helpful to diagnose application errors in the IXIASOFT CCMS Desktop. Therefore, attaching a zip file of the collection and Index Definition document to the OTRS ticket is essential.

Much of the information that IXIASOFT Customer Support requires can be obtained automatically via Help > Report CCMS Issue. If this process does not work, the following procedure covers how to provide the same information manually:

To export:

  1. Open the TEXTML Administration perspective by clicking the TEXTML Administration shortcut on the tool bar. If the shortcut is not displayed, follow these steps:
    1. Select Window > Perspective > Open Perspective > Other
    2. Click TEXTML Administration.
    3. Click Open.
  2. In the TEXTML Administration view, double-click the server. If your server is not displayed in the view, you must add it to the view.
  3. When the Connect as dialog opens, type your username and password and click OK.
  4. Double-click the name of your Content Store to open a connection to it.
  5. Expand the Repository collection and right-click the system collection.
  6. Click Export.
  7. In the Destination folder box, type a path to where you want to save the information or click Browse to choose a location.
  8. Under Export options, select the IndexDefinition check box to include the Index Definition document in the export.
    Figure: Example of Export Collection dialog box
    Export Collection dialog box
    Note: IXIASOFT Customer Support recommends waiting a couple of minutes before copying the exported content, as it may take this amount of time for the system to deliver all of it.
  9. Click OK.