How To
Summary
This page will give you the base necessary information for opening a ticket relating to Android issues (Android MDM/SPS /Android Enterprise (AE))
Steps
- Account: Account Name
- Issue: Brief description of the issue
- Error: Any error message received
- Details: An in depth description of the issue that the customer is experiencing.
- What they are trying to do, versus what it is that they are experiencing in our system.
- Can the customer replicate the issue?
- If so, how did the customer replicate the issue?
- Approximately when did the issue occur? (for locating the issue within the logs.)
- T/S: A detailed step by step process of any steps taken with the customer and/or steps taken to troubleshoot an issue.
- This should include the steps taken as well as the result of these steps.
- Username: Portal username of device being troubleshot
- Device Name: Portal device name of device being troubleshot
- Make/Model: Make and model of device being troubleshot
- App version: Version of the MaaS app installed on the device
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Type (Standard, SAFE, LG)
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Agent version number
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PIM version number
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Docs version number
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Secure Viewer version number
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Secure Editor version number
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- OS Version: Operating system version of the device
- MDM Policy: Policy assigned to device being troubleshot or involved in customer issue
- Persona Policy: Persona Policy assigned to the device being troubleshot or involved in customer issue
- Ruleset: Ruleset assigned to device being troubleshot or involved in customer issue
- Number of affected devices : To determine the impact of the issue.
- Approx. time of the issue : This will help the R&D team to locate the issue on the logs.
- Permission to Enroll : A Yes or No on whether we have the permission to enroll our test device to your environment for troubleshooting.
- Enrollment credentials: If the above is Yes, then please provide the test credentials to enroll our test device.
- Device Logs: Attach device logs from the device being troubleshot or involved in customer issue
- Logs must be taken including the time when the issue happened.
Related Information
Document Location
Worldwide
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Document Information
Modified date:
15 March 2019
UID
ibm10870918