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.).
Related Information
Document Location
Worldwide
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Document Information
Modified date:
15 March 2019
UID
ibm10869272