How To
Summary
This page will give you the base necessary information for opening a ticket relating to Cloud Extender User Visibility Module
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 with another user?
- 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.
- User Vis Type: What type of User Vis setup does the customer have?
- LDAP If so, what kind (open, novell, etc.)
- Is the LDAP search based narrowed down?
- AD as LDAP?
- AD
- LDAP If so, what kind (open, novell, etc.)
- Reg Keys: Are there any applied Reg keys that effect how the module functions?
- ie: SearchAllForests, ADLookup, etc.
- Username: Portal username of device being troubleshot
- Distinguished Name: DN of the device being troubleshot
- 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
ibm10869668