Support Logs

The Support Logs page of a customer account enables the Mitel Partner or an Account Admin to view or edit the support logs in the customer account. Support logs are created when a user in the customer account reports an issue with a CloudLink application. The Mitel Partner or an Account Admin can click a support log to view or edit the details of that log.

To view the Support Logs page, use the following procedure:

  1. Log in to the CloudLink Accounts Console.
  2. Access the Support Logs panel by doing either of the following:
    • If you have logged in as a Mitel Partner:

      On the left panel, click Accounts and select the account for which you want to view the logs. The Account Information page is displayed. From the left panel click Support and then click Support Logs.

    • If you have logged in as an Account Admin:

      On the left panel, click Support and then click Support Logs.

The Support Logs page for the selected account opens displaying a list of logs.



Click the log that you want view from the list of logs.

Search for Logs

You can search for logs based on log titles. In the Search bar, type the LOG TITLE as the search criteria. A list of matching logs will be displayed.

Note: You cannot search for logs based on a PRODUCT NAME, DATE & TIME or REPORTER.

Add Filter

By default, the Support Logs page displays all logs for all applications. You can filter the list of logs by application and by state of logs. To do this, click Add Filter and select Product or State to add the corresponding filter.



The list of products displayed after selecting the Product filter, shows all the application issues created in the past 60 days.

View a Log

Click the log that you want to view from the list of logs displayed in the Support Logs page. The log details page opens, displaying details of the log. If the customer has attached an image along with the description, the image will be displayed under Attachment Details. The following images show examples of the log details page:

  • If you have logged in as Mitel Partner



  • If you have logged in as Account Admin



To download a log file and its attachments, click Export Logs at the top of the page. The log and the attachments are downloaded as a zip file. Unzip the file to view the text file.
Note:

  • For Mitel One Mobile logs, if you click Export Logs two zip files are downloaded. The zip file with the suffix logs-XXXXX contains one text file and the report.zip file contains the report in HTML format.

  • If the Log Level is set to debug, the report.zip file will contain a SIP logs folder and a .txt file.

The Report Details box contains a description of the issue written by the customer. For Mitel One Mobile logs, the Report Details section displays the following tabs:

  • Report Details

  • User Details

  • Device and Apps

  • Filtered Signal Strength Logs
    Note: Filtered Signal Strength Logs tab is displayed only for android devices.

  • Error Information

For Mitel One Web logs, the Report Details section displays the following tabs:

  • Report Details

  • User Details

  • Error Information

Click each tab to view details about the logs of each category.

View Attachment

If the customer has attached an image along with the description, the image will be displayed under Attachments. To enlarge the image hover over the image and click Click To Enlarge. Click the icon to close the image.



To download an attachment, click Download. The attachment will be saved in your system.

Log Status

The log status is helpful for a Mitel Partner in identifying the metrics of logs based on their status. The Partner Support section in the Support Logs page displays the status of the logs along with notes.

Following are the three states of logs:

  • Open: A new issue is created by a CloudLink Application user through the customer account. When the issue is in the open state, a periodic reminder email is sent to the support contact of the partner by CloudLink. The reminder email is to alert that the customer may still be experiencing the issue.

  • Reported: The issue is reported and is being worked on.

  • Resolved: The issue is resolved.

Note: After the Mitel Partner resolves an issue, the status of the issue must be updated from Open to Resolved. It is only when the Mitel Partner is not able to resolve the issue and has escalated the issue to Mitel that the Reported status is used. Once the issue is resolved by Mitel, the Mitel Partner must update the status from Reported to Resolved.
If you have logged in as a Mitel Partner, you can:

  • View the log status.

  • Change the status of the log.

    Perform the following steps to change the status of the log:

    1. From the Status drop-down list, select the status as Open, Reported, or Resolved.



    2. You can add a note about the log such as ticket ID or the status of the log.

    3. Click Save Notes and Status to save the changes.

If you have logged in as an Account Admin, you can view the log status along with the notes but cannot change the status of the logs.

Parent topic: Managing Customer Accounts
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