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Support

  7 minute read.

Last Modified 2023-11-30 10:15 EST

Support Namespace

The support namespace has nine commands and is based on Proactive Support management functions found in the SCALE API and web UI. It provides access to system proactive support account settings and methods through the support commands.

Support Commands

The following support commands allow you to configure Proactive support account settings, create a new support ticket and attach files to an existing ticket.

You can enter commands from the main CLI prompt or from the support namespace prompt.

Interactive Argument Editor (TUI)

Enter the -- flag following any CLI command to open the interactive arguments editor text-based user interface (TUI).

Click for more information

The interactive argument editor is a text user interface (TUI) that can help enter complex commands with multiple configurable properties. It shows expected properties, defaults, input types (string, boolean, integer, or array), and can include command instructions or warnings.

Optional properties, indicated by the # symbol, are disabled by default. Required properties are enabled. Do not disable properties that are enabled by default.

To configure required properties, enter a space after the colon then add the value.

To enable optional properties, delete # from the corresponding line.

Some required properties are disabled if they are part of a pair of properties where one or the other is required. Select one property to enable and enter a value.

Press F2 or click Save to save the modified file.

Press F10, Esc, or click Quit to exit the TUI. The command automatically executes upon exit.

Attach_Ticket Command

Use the attach_ticket command to attach a file (debug, core, etc.) to an existing ticket.

The TrueNAS CLI guide for SCALE is a work in progress! This command has not been fully tested and validated. Full documentation is still being developed. Check back for updated information.

Attach_Ticket_Max_Size Command

The attach_ticket_max_size command returns the maximum size of a file you can upload to a support ticket.

Using the Attach_Ticket_Max_Size Command

Description

The attach_ticket_max_size command does not require entering a property argument. Enter the command then press Enter. The command returns maximum size of a file you can attach to the ticket.

Usage

From the CLI prompt, enter:

system support attach_ticket_max_size

Command Example 
system support attach_ticket_max_size
30

Config Command

The config command returns the current proactive support settings configured on the system. Use to locate the system-assigned ID, user name and title, contact information, and any secondary user name and contact information.

Using the Config Command

Description

The config command does not require entering a property argument. Enter the command then press Enter. The command returns the current Proactive support configuration settings.

Usage

From the CLI prompt, enter:

system support config

Command Example 
system support config
+-----------------+-----------+
|              id | 1         |
|         enabled | <null>    |
|            name | test user |
|           title | tech doc  |
|           email |           |
|           phone |           |
|  secondary_name |           |
| secondary_title |           |
| secondary_email |           |
| secondary_phone |           |
+-----------------+-----------+

Fetch_Categories Command

The fetch_categories command provides the available support ticket categories (types).

Using the Fetch_Categories Command

Description

The fetch_categories command does not require entering a property argument. Enter the command then press Enter. The command returns a list of ticket categories.

Usage

From the CLI prompt, enter:

system support fetch_categories

Command Example 
system support fetch_categories
+-------------+--------------------+
|         BUG | Bug                |
|    HARDWARE | Hardware           |
|     INSTALL | Installation/Setup |
| PERFORMANCE | Performance        |
+-------------+--------------------+

Fields Command

The fields command lists the proactive setting names.

Using the Fields Command

Description

The fields command does not require entering a property argument. Enter the command then press Enter. The command returns a list of Proactive Support fields.

Usage

From the CLI prompt, enter:

system support fields

Command Example 
system support fields
name
Contact Name
title
Contact Title
email
Contact E-mail
phone
Contact Phone
secondary_name
Secondary Contact Name
secondary_title
Secondary Contact Title
secondary_email
Secondary Contact E-mail
secondary_phone
Secondary Contact Phone

Is_Available Command

The is_available command returns whether proactive support is available for this system type and current license.

Using the Is_Available Command

Description

The is_available command does not require entering a property argument. Enter the command then press Enter. The command returns true if successful.

Usage

From the CLI prompt, enter:

system support is_available

Command Example 
system support is_available
true

Is_Available_And_Enabled Command

Use the is_available_and_enabled command returns whether proactive support is available and enabled.

Using the Is_Available_And_Enabled Command

Description

The is_available_and_enabled command does not require entering a property argument. Enter the command then press Enter. The command returns true if successful.

Usage

From the CLI prompt, enter:

system support is_available_and_enabled

Command Example 
system support is_available_and_enabled
<null>

New_Ticket Command

Use the new_ticket command to create a new support ticket with or without a debug attached.

Using the New_Ticket Command

Description

The new_ticket command has one required property, new_ticket. new_ticket is an array object with eight required properties and four optional properties (see New_Ticket Properties below for details.) Default value is new_ticket={}. To use the interactive command editor, enter -- after new_ticket. Enter property arguments using the = delimiter to separate the property and value except where otherwise specified. Double-quote values with special characters. Enter the command string then press Enter. The command returns a dictionary with the support ticket number, URL to Salesforce ticket, and whether a debug file is attached.

New_Ticket Properties

Enter the following property arguments inside the curly brackets, using the : to separate double-quoted property and value. Separate each property argument with a comma. For example:

new_ticket={“title”:"Ticket Title",“body”:"This is the description of the issue",“category”:"BUG",“critcality”:""}

PropertyRequiredDescriptionSyntax Example
titleYesEnter the title for the ticket.title="Ticket Title"
bodyYesEnter the description for the issue.body="Ticket issue description"
categoryYesEnter the category. Options are: BUG, HARDWARE, INSTALL, and PERFORMANCE.category="BUG"
criticalityYesEnter the level of criticality or two double quotes for null.criticality=""
environmentYesEnter the system type, for exampe, M50, M60, etc.environment="M50"
nameYesEnter the name for the person Support should contact.name="Gene Pool"
phoneYesEnter the phone number for the contact person.phone="123-456-7890"
emailYesEnter the email for the contact person.email="gpool@gmail.com"
typeNoEnter the ticket type as BUG if reporting a problem or if suggesting a new feature or function, FEATURE.type="BUG"
ccNoEnter an email for each additional person, group, or location that should receive a copy of the ticket confirmation or other notifications. Enter multiple email addresses separated by a comma.cc="gpoolgroup@gmail.com"

Usage

From the CLI prompt, enter:

system support new_ticket new_ticket= {“title”:"Test Ticket Created with CLI",“body”:"Created this ticket using the CLI Support command",“category”:"BUG",“criticality”:"",“environment”:"M50",“name”:"test user",“phone”:"123-456-7890",“email”:"testuser@gmail.com"}

Where:

  • Test Ticket Created with CLI is title for the support ticket.
  • Created this ticket using the CLI support command is the description of the issue.
  • BUG is the type of ticket (category)
  • M50 is the type of system (environment)
  • test user is the name of the user
  • 123-456-7890 is the phone number for the user account.
  • testuser@gmail.com is the email for the user account.

Command Example 
system support new_ticket new_ticket= {"title":"Test Ticket Created with CLI","body":"Created this ticket using the CLI Support command","category":"BUG","criticality":"","environment":"M50","name":"mic J","phone":"123-456-7890","email":"mjohnson@ixsystems.com"}
[0%] ...
[1%] Gathering data...
[20%] Submitting ticket...
[50%] Ticket created: 8658131359842353...
[100%] Ticket created: 8658131359842353...
+-----------+------------------------------------------------------------------+
|    ticket | 8658131359842353                                                 |
|       url | https://support-proxy.ixsystems.com/issues/salesforce/8658131... |
| has_debug | false                                                            |
+-----------+------------------------------------------------------------------+

Update Command

Use the update command to change the settings for an existing proactive account.

Using the Update Command

Description

The Update command has nine optional properties (see Update Properties below for details.) Enter property arguments using the = delimiter to separate property and value. Double-quote values with special characters. Enter the command string then press Enter. The command returns an empty line when successful.

Update Properties
PropertyDescriptionSyntax Example
enabledEnter true to enable proactive support.enabled="true/false"
nameEnter the name of the person serving as the primary contact for support issues.name="Gene Pool"
titleEnter the title for the person serving as primary contact for support issues.title="Sr System Admin"
emailEnter the primary contact email for support issues.email="gpool@gmail.com"
phoneEnter the primary contact phone number for support issues.phone="123-456-7890"
secondary_nameEnter the name of the person, group, or location serving as secondary contact for support issues.secondary_name="Bob Bing"
secondary_titleEnter the title of the person, group, or location serving as secondary contact for support issues.secondary_title="IT Manager"
secondary_emailEnter the secondary contact email for support issues.secondary_email="bobbing@gmail.com"
secondary_phoneEnter the secondary contact phone number for support issues.secondary_phone="123-456-7891"

Usage

From the CLI prompt, enter:

system support update name="test user" title="tech doc"

Where:

  • test user is name of the user.
  • tech doc is the title for the user.

Command Example 
system support update name="test user" title="tech doc"

Related Content

SCALE Getting Started

SCALE Tutorials

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