IBM Support

How to collect information for MaaS360 General Cloud Extender Issues

How To


Summary

This page will give you the base necessary information for opening a ticket relating to Cloud Extender when there is no specific Module being effected.

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. 
    • Approximately when did the issue occur? (for locating the issue within the logs.)
  • Config Tool Version: What version of the Config tool is the Customer using?
  • Additional Modules Affected: Are there any other Modules (Base, Basic Device, Java Runtime, etc?
  • Reg Keys: Are there any applied Reg keys that affect how the Config Tool functions? 
  • 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.
  • 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.
  • Diagnostic Logs: Attach Cloud Extender logs from the CE being troubleshot or involved in customer issue
    • Logs must be taken including the time when the issue happened.
    • If there are multiple sets of logs, explain the purpose and origin of each (multiple CE's, different dates, etc.).

Document Location

Worldwide

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Document Information

Modified date:
15 March 2019

UID

ibm10869272