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Preliminary setup

Outgoing or incoming email issues

Take care to enable the Jira Outgoing Mail and Incoming Mail logs in order to allow the app retrieving these information.

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Generic issues

Before to reproduce the bug, consider the possibility to enable com.herzum package Debug logs in order to collect more detailed information on the error.

Disable com.herzum package Debug logs when completing the test.

Create and Download the export.zip file

Accomplish the steps described below in order to generate the export.zip file that will allow us to investigate an issue with Herzum Approval app:

1. navigate the Support Request tab on the Troubleshooting and Support screen
   
2. fill the fields  showing up on the form:
   1. Contact Email(required)
   2. Summary(required)
   3. Priority(required)
   4. Description(required)

3. review the information to include into the file

   Info
   By default the file will include the following information: Jira Configuration File(Your database setting and other useful information) Mail Server Setting Jira Application Logs Jira Application Outgoing Logs Jira Application Incoming Logs Approval App Key info and data

4. download and attach the zip file to the ticket opened in the Herzum customer support portal.

The screenshot screenshots below shows the windows that you display while performing the steps above.

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Take care to enable the Jira Outgoing Mail and Incoming Mail logs in order to allow the app retrieving these information.

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