Trouble Ticket Information

Applies To:

HTTP LargeThis platform has been optimized to cache and deliver static content (e.g., HTML, CSS, JavaScript, ISO, multimedia, and software downloads, etc.) over HTTP or HTTPS.

HTTP SmallLegacy. If you are currently serving traffic over this platform, then you may continue to do so. However, we recommend that you serve your traffic over our more robust HTTP Large platform.

ADNThe Application Delivery Network platform has been optimized to deliver dynamic content (e.g., login credentials, account information, etc.) over HTTP or HTTPS. Typically, user-specific and database-driven content are served over this platform.

Print this checklist and use it to verify that you have provided all required information before submitting your trouble ticket. Please provide the information listed in the Basic Ticket Checklist section and the checklist for the affected service.

Basic Ticket Checklist

Please provide all of the following information for each new ticket.

	Checklist
	Affected platform (i.e., HTTP Large, HTTP Small, or ADN)
	Issue type (i.e., Latency, Availability, Failure To Connect, etc.)
	Issue description
	Occurred at (Date and Time)
	Possible cause
	Information on how to reproduce the issue
	Number of affected customers (approximately)
	Affected geographical area
	Sample URLs
	Status code(s) associated with the issue (if applicable)
	Screenshots

Content Delivery Checklist

In addition to the information requested in the Basic Ticket Checklist section above, please provide as much of the following information as possible.

	Checklist
	Mtr or traceroute information from the computer experiencing the issue to one of the following: HTTP Large: wpc.ANThis term represents your customer account number (e.g., 0001) which can be found in the upper right-hand corner of the MCC..{Base Domain} HTTP Small: wac.ANThis term represents your customer account number (e.g., 0001) which can be found in the upper right-hand corner of the MCC..{Base Domain} ADN: adn.ANThis term represents your customer account number (e.g., 0001) which can be found in the upper right-hand corner of the MCC..{Base Domain} Prevent hostnames from being truncated when generating a mtr report by passing the -w or --report-wide flag. Packet Loss Run a mtr with at least 100 pings. Complicated packet loss issues may require 1,000 pings. Example: Use one of the following requests to generate a 100 ping TCP mtr to adn.0001.edgecastcdn.net: mtr --report-wide --show-ips --tcp --report --report-cycles 100 adn.0001.edgecastcdn.net mtr -wbTr -c 100 adn.0001.edgecastcdn.net
	Request/response headers
	DNS-Related Issue: The results of a dig for the hostname associated with the request experiencing issues. This information is also useful when diagnosing an issue with HTTPS data delivery.
	Affected region (if known)

Slow Data Delivery

In addition to the above information, please provide as much of the following information as possible when creating a ticket for slow data delivery.

	Checklist
	Indicate the IP address of the client experiencing suboptimal performance. A computer's IP address can be determined by visiting the following web site: http://www.whatsmyip.com
	Perform and provide the results of a speed test This step determines whether a user's ISP is affecting performance.
	Duration Indicate the length of time that suboptimal performance has been detected.
	Indicate the number of affected customers
	The results of a waterfall (if available)
	Indicate how suboptimal performance is being measured.

Logging/Analytics Checklist

In addition to the information requested in the Basic Ticket Checklist section above, please provide as much of the following information as possible when creating a ticket for an issue with log data or a report.

	Checklist
	The type of data that is missing or malformed
	The time period during which the issue was detected

REST API Checklist

In addition to the information requested in the Basic Ticket Checklist section above, please provide as much of the following information as possible when creating a ticket for a REST API issue.

	Checklist
	Describe the request: Request URL HTTP method (e.g., GET or POST) Request headers
	Describe the response: Status code Headers Body

Checklist

Describe the request:

Request URL
HTTP method (e.g., GET or POST)
Request headers

Describe the response:

Status code
Headers
Body