Report CCMS Output Generator application errors

When you report errors such as Cannot build output or after a task or job is disabled, provide information such as the steps you took to reproduce the error, logs, and configuration details.

1. Assess the host system for the component and examine factors such as disk space, memory, and version of operating system.
2. Reproduce the error and evaluate the results.
3. Document the steps required to reproduce the issue and, when possible, include a clear resolution test.
4. Note the time the issue occurred.
5. Locate the installed version of the component.
6. Obtain related log files.
7. Submit the following information in the OTRS ticket:

   • The documented steps you used to reproduce the issue, along with the resolution test

   • The time when the issue occurred

   • The installed version of the component

   • The expected result

   • The details about the host system for the component:
     1. Available disk space
     2. Available memory
     3. Installed Java version and whether it is a 32-bit or 64-bit processor
     4. Operating system, such as Windows or Linux, and its specific version
8. For on-premise deployments and SaaS deployments that implement OGAT, include the following information:
   • Provide a copy of the wrapper.log as an attachment, which is available in %OutputGenDir%/logs
   • Provide a copy of the Transformation logs defined in[job_id].build.html, which are available in the .zip output file created when you generated output
   • Include the debug file as an attachment after you run the CCMS Output Generator in debug mode and create a .zip file of the specific job folder, such as Dita2ReviewPdf.jdoe.60.1446666022233, located in the %OutputGenDir%/temp folder
9. Optional: Support your submission with the following additional pieces of information:
   • Provide copies of the topics and maps required to reproduce the problem.
   • Create a .zip of the full CCMS Output Generator installation.