How To
Summary
This page will give you the base necessary information for opening a ticket relating to iOS Secure Browser
Steps
- Account: Account Name
- Issue: Brief description of the issue
- Error: Any error message received
- Details: An in depth description of the issue that you are experiencing.
- What are you trying to do, versus what it is that you are experiencing in our system.
- Are you able to replicate the issue?If so, how ?
- T/S: A detailed step by step process of any 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
- OS Version: Operating system version of the device
- Agent version: Version of the MaaS app installed on the device
- MDM Policy: Policy assigned to device being troubleshot or involved in the issue
- Persona Policy: Persona Policy assigned to the device being troubleshot or involved in the issue
- Browser Policy source: Which policy contains the information for the browser policy? MDM? Persona?
- Browser version: Version of the Browser Agent app installed on the device
-
Gateway: Are you using a Gateway? Rover, MaaS, None?
- Replicated?: Has the issue been replicated in another browser?
- 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 : (Y/N)Can we enroll a test device to your environment to troubleshoot the issue
- Enrollment credentials : If the above is a Yes, then please provide the enrollment credentials.
- Device Logs: Attach device logs from the device being troubleshot or involved in the issue
- Logs must be taken including the time when the issue happened.
- Browser Logs: Attach Browser logs from the device being troubleshot or involved in the issue
- Logs must be taken including the time when the issue happened.
- Gateway Logs (if applicable) : If you are using a Gateway , attach gateway logs.
- 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 April 2019
UID
ibm10871290