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From "Claus Ibsen (Confluence)" <>
Subject [CONF] Apache Camel > Support
Date Tue, 10 Sep 2013 18:03:00 GMT
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    <h2><a href="">Support</a></h2>
    <h4>Page <b>edited</b> by             <a href="">Claus
                         <h4>Changes (1)</h4>
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                    <table class="diff" cellpadding="0" cellspacing="0">
            <tr><td class="diff-snipped" >...<br></td></tr>
            <tr><td class="diff-unchanged" >* see the &quot;known issues&quot;
section in the release notes <br>* and check the [issue tracker|]
to see if the issue has already been reported <br></td></tr>
            <tr><td class="diff-added-lines" style="background-color: #dfd;">*
do *not* send private emails to Camel [team] members to ask them to help you faster, or in
the private only. Help on Apache Camel is volunteer based and *must* happen in the *open*
on the public [Mailing Lists] or [Discussion Forums]. If you want to get help faster or in
private, then see further below. <br></td></tr>
            <tr><td class="diff-unchanged" > <br>h3. How to get help faster
            <tr><td class="diff-snipped" >...<br></td></tr>
    </div>                            <h4>Full Content</h4>
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        <h2><a name="Support-GettingHelp"></a>Getting Help</h2>

<p>If you are experiencing problems using Camel then please report your problem to our
<a href="/confluence/display/CAMEL/Discussion+Forums" title="Discussion Forums">Discussion
Forums</a>.  This allows the entire community to help with your problem. If indeed a
bug has been identified in the Camel software, then document the problem in our <a href=""
class="external-link" rel="nofollow">Issue Tracker</a>. Please refrain from immediately
opening a ticket in the issue tracker unless you are certain it's a problem in the Camel software.
If you are in doubt, we appreciate asking the <a href="/confluence/display/CAMEL/Discussion+Forums"
title="Discussion Forums">Discussion Forums</a> first.</p>

<div class='panelMacro'><table class='tipMacro'><colgroup><col width='24'><col></colgroup><tr><td
valign='top'><img src="/confluence/images/icons/emoticons/check.gif" width="16" height="16"
align="absmiddle" alt="" border="0"></td><td>Please read the section below
(<em>How to get help</em>), and follow the bullets advised there first.</td></tr></table></div>

<div class='panelMacro'><table class='infoMacro'><colgroup><col width='24'><col></colgroup><tr><td
valign='top'><img src="/confluence/images/icons/emoticons/information.gif" width="16"
height="16" align="absmiddle" alt="" border="0"></td><td><b>Reporting
bugs - Please read this first</b><br />We prefer people to get in touch first
using the mailing list or forums. Or take time to read FAQs, or search in the mailing list
archives to find answers.<br/>
Unfortunately some people create a JIRA ticket as first thing. Please don't do that! Only
if you are sure it really is a bug etc. JIRA tickets create noise<br/>
for the Camel team to react on issues that are not bugs. But already covered in FAQs, in the
mailing lists/forums etc. Or in the existing documentation.<br/>
Also on the mailing lists / forums, there is more people active to help you better.</td></tr></table></div>

	<li><a href="" class="external-link" rel="nofollow">Issue
	<li><a href="" class="external-link"
rel="nofollow">Discussion Forums</a></li>
	<li><a href="/confluence/display/CAMEL/FAQ" title="FAQ">FAQ</a></li>

<h3><a name="Support-Alternativediscussionforums"></a>Alternative discussion
<p>There's a number of sites outside Apache that offer discussion forums on Camel. For
example, <a href="" class="external-link" rel="nofollow">Stack
Overflow</a> is a popular Q&nbsp;&amp;&nbsp;A site with a <a href=""
class="external-link" rel="nofollow">dedicated Apache Camel forum</a>. You are also
likely to find helpful discussions on technical blogs, on <a href=""
class="external-link" rel="nofollow">Google</a>, or even on <a href="!/search/apache%20camel"
class="external-link" rel="nofollow">Twitter</a>.  </p>

<h3><a name="Support-Howtogethelp"></a>How to get help</h3>

<p>Before you report a problem, you may wish to read the <a href="/confluence/display/CAMEL/FAQ"
title="FAQ">FAQ</a>. <br/>
When you report an issue, please be sure to include as much information as possible.  The
more we know, the easier it is to reach an effective solution quickly.  </p>
	<li><b>what are the version numbers of involved software components?</b>
(this is very important to detail)</li>
	<li>what platform and JDK?</li>
	<li>any particular container being used? and if so, what version?</li>
	<li>stack traces generally really help! If in doubt, include the whole thing; often
exceptions get wrapped in other exceptions and the exception right near the bottom explains
the actual error, not the first few lines at the top. It's very easy for us to skim-read past
unnecessary parts of a stack trace.</li>
	<li>log output can be useful too; sometimes <a href="/confluence/display/CAMEL/How+do+I+change+the+logging"
title="How do I change the logging">enabling DEBUG logging</a> can help</li>
	<li>your code &amp; configuration files are often useful</li>
	<li>did it work before? what have you changed to break it?</li>
	<li>try upgrading to the latest release and see if it's fixed there</li>
	<li>try the latest SNAPSHOT to see if it's fixed in the pre-release</li>
	<li>search the user forum to see if has been discussed before</li>
	<li>see the "known issues" section in the release notes</li>
	<li>and check the <a href="" class="external-link"
rel="nofollow">issue tracker</a> to see if the issue has already been reported</li>
	<li>do <b>not</b> send private emails to Camel <a href="/confluence/display/CAMEL/Team"
title="Team">Team</a> members to ask them to help you faster, or in the private only.
Help on Apache Camel is volunteer based and <b>must</b> happen in the <b>open</b>
on the public <a href="/confluence/display/CAMEL/Mailing+Lists" title="Mailing Lists">Mailing
Lists</a> or <a href="/confluence/display/CAMEL/Discussion+Forums" title="Discussion
Forums">Discussion Forums</a>. If you want to get help faster or in private, then
see further below.</li>

<h3><a name="Support-Howtogethelpfaster"></a>How to get help faster</h3>

<p>We can help you much quicker if you try the following</p>

	<li>provide us with a JUnit test case that demonstrates your issue. e.g. if you think
you've found a bug, can you create a test case to demonstrate the bug?</li>
	<li><a href="" class="external-link"
rel="nofollow">submit a patch</a> fixing the bug! (We also buy you beer when we meet
you if you submit bug fixes <img class="emoticon" src="/confluence/images/icons/emoticons/smile.gif"
height="20" width="20" align="absmiddle" alt="" border="0"/> )</li>
	<li>for memory leak or performance related issues, if you can run a profiler on your
test case and attach the output as a file (or zipped file if it's huge) to the JIRA we can
normally fix things much faster. e.g. you could run <a href=""
class="external-link" rel="nofollow">jmap</a>/<a href=""
class="external-link" rel="nofollow">jhat</a>, JProfiler or YourKit on your code
and send us the output. To find memory leaks it's quicker to resolve if you can tell us what
classes are taking up all of the RAM; we can normally figure out what's wrong from that.</li>

<h2><a name="Support-CommercialSupport"></a>Commercial Support</h2>

<p>This is an open source project, so the amount of time we have available to help resolve
your issue is often limited as all help is provided on a volunteer basis. If you want to get
priority help, need to get up to speed quickly, require some training or mentoring, or need
full 24 x 7 production support you could contact one of the following companies with <a
href="/confluence/display/CAMEL/Commercial+Camel+Offerings" title="Commercial Camel Offerings">Commercial
Camel Offerings</a>.</p>
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