Our consultants work directly with our development to ensure the fastest possible resolution to your service requests. In order to assist you as quickly as possible, we kindly ask you to provide the following information depending on the respective solution:
When submitting a new ticket to firstname.lastname@example.org please attach a zipped version of a representative panagenda MarvelClient working directory (including log.xml, actions.xml and the temp subdirectory). In most cases we do *not* need a copy of your actual config and analyze databases
Further information for Microsoft Windows:
The panagenda working directory can be found in the users’ AppData\Local directory (%localappdata%).
NT 4.0, Windows 2000, XP:
C:\Documents and Settings\UserName\Local Settings\Application Data\panagenda\marvel
Vista, Win7, Win8, Win10:
Note: The working directory can be modified by setting notes.ini MC_WorkingDirectory.
Note: The log.xml file is locked while the client is running. Either copy and paste this file or close Notes before zipping the folder.
Further information for Mac OS 64Bit:
On Mac OS 64Bit systems, the working directory can be found under /Users/USERNAME/Library/Application Support/panagenda.
Further information for Linux and Mac OS 32Bit:
On Linux and Mac OS 32Bit machines, the Working Directory is located in /tmp/panagenda/marvel.
All required information is included in the diagnostics export zip-file. This can be opened by selecting the About dialog of GreenLight.
Step 1) Open the About dialog using either of these ways:
Step 2) Export diagnostics information
Step 3) Attach zip-file to your support Email
All necessary information is included in the Appliance Logs Zipfile. This is created when you click in the panagenda Administration Center on the Download Logs link.
Step 1) Open the Advanced Settings menu iDNA as follows:
Step 2) Log on to the Administration Center panagenda
Step 3) Attach the zip file to your support email
Please include your ticket number (e.g. [PAN~1234567]) in the subject when sending emails regarding already submitted tickets. To open a new support ticket please send your request with any subject of your choice to email@example.com and you will receive an appropriate ticket number by email instantly.
It is important to us