Version 1 (modified by DanWilson, 16 years ago)

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Before asking the question

Required Information for support

  • What version of Model-Glue you are using? (look in the README.txt in /ModelGlue)
  • What CFML Engine you are on, and what version it is?
  • What Operating System you are on?

Required information if an error has occurred

  • The URL of the request
  • Where the webroot is
  • Which webserver you are using
  • The FULL error trace, including all templates, the line the error occurred, and the full error message. (This does not need to include the Java Stack trace, unless we specifically ask for it, or it is the only error details you have)
  • The surrounding code that the error is occurring at, along with an explanation of what it does
  • The relevant configuration XML (this can be done as an attachment, or pasted at http://modelglue.pastebin.com if the email is already quite large)

Some things to consider

  • There can never be too much information in a support request
  • Make sure you search all available resources first - including this google group. Asking a question that has been answered a zillion times tends to irritate people, and irritated people don't tend to give out help.
  • If you are not in front of the error / issue / computer, its probably better to wait until you are, because you are just going to get asked for more specific information, e.g. an exact copy paste of the error.
  • If you're not sure if you should write something down, write it down anyway, in case it is actually needed
  • Feel free to dig into the framework and see if you can work out what the issue is, in fact, its encouraged
  • If it is a complicated issue, a small test bed available for download which shows off the issue/bug is highly appreciated
  • Nobody on this list gets paid to help out, so 'Be Excellent to Each Other'. It pays off in the long run.

* this document was created by re-purposing large swaths of the most excellent How To Ask Support Questions On Transfer by Mark Mandel