Query

To submit the query, the following information must be provided:

• Summary of the doubts or the specific topic to be queried.

• A good description is key to enabling the technical team to understand the doubt or query from the outset and act quickly and accurately.

• Attaching relevant files when creating a support ticket can make the difference between a quick resolution and a prolonged process due to lack of information.

To facilitate a swift and effective response from the Support team, we suggest following this structure when filling in the description field:

• Provide general context for the case: It is advisable to briefly explain what you are trying to do or what the objective is. For example, “We are configuring the BigQuery plugin to integrate our datasets in Anjana Data”.

• Indicate the action taken or specific doubt: It will be very helpful to describe whether you have already taken any action or whether you are considering how to proceed. For example, “We have completed part of the configuration, but we are not sure which parameters are mandatory”.

• Indicate the affected environment (if applicable): Specifying whether you are working in a development, pre-production, or production environment will avoid an additional iteration in case the team needs to review.

• Describe the observed behaviour / missing information: It is essential to clearly indicate whether you are receiving an error, whether the behaviour is unexpected, or whether you simply need guidance or validation.

• Include attached evidence (if any): A picture is worth a thousand words! Add screenshots, logs, configuration examples, relevant files, etc. This greatly helps the support team to reproduce or understand the scenario.

• Explain the expected result: Briefly explain what you expect to achieve or how it should work from your point of view.

• Anonymised credentials file (if possible).

• For functional or technical issues:

  • Screenshots of the error or unexpected behaviour.

  • Short videos of the reproduced flow (e.g., screen recording).

  • Browser logs (for UI errors) or backend logs (microservices, plugins, Solr...).

  • Excel files used for data loading, re-import, or validation.

  • JSONs, XMLs, or any other input/output files related to the case.

• When you have queries about metadata, datasets, reports

  • Link or ID of the affected dataset (if Anjana Data Support has access to the environment).

  • Schema excerpt, relevant query, or script.

  • Expected result vs. obtained result (e.g., sample table in Excel).

• For access, permissions, or security issues:

  • Screenshot of the access error screen.

  • Details of the affected user (ID, email, role).

  • Export of roles or access policies if available.

• For specific errors:

  • Approximate date and time of occurrence.

  • Logs of the affected microservices (if accessible).

  • Evidence of the behaviour (screenshots, error messages, response times, etc.).

  • Files that were being used at the time of the error.