IBM Support

How to collect information for MaaS360 Cloud Extender Certificate Integration Module

How To


Summary

This page will give you the base necessary information for opening a ticket relating to Cloud Extender Certificate Integration Module

Steps

  • Account:  Account Name
  • Issue:  Brief description of the issue
  • Details: An in depth description of the issue 
    • What are you trying to do, versus what it is that you are experiencing in our system. 
    • Can you replicate the issue with another user?
    • If so, how did you replicate the issue?
    • Approximately when did the issue occur? (for locating the issue within the logs.)
  • T/S:  A detailed step by step process to troubleshoot the issue.  
    • This should include the steps taken as well as the result of these steps.
  • Error from CE logs:  Any error message observed in the EMSAgent logs
    • To locate, download and unzip logs. 
    • Open EMAgent logs within Notepad++
    • Using Ctrl+F, search for "Error" and take note of results.
       
  • CA Version: What type of Certificate Authority are you using?
  • Device Cert Type:  MS Scep, Symantic, Entrust
    • Successful Cert Test from Config Tool completed?
  • User Cert Type: MS AD, Entrust
    • For MS AD, does the user have a pre-existing cert published to their AD record?
  • Cert Template Name(s) being used:  What templates from the Config Tool are you using in the testing?
  • Module Version: What Version of the Certificate Integration module are you using?
  • Reg Keys: Are there any applied Reg keys that effect how the module functions? 
    • ignoreServerCertErrors.reg etc
  • 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
  • MDM/Persona Policy: Persona Policy assigned to the device being troubleshot or involved in the issue
  • Number of affected devices : To determine the impact of the issue
  • Diagnostic Logs: Attach Cloud Extender logs from the CE being troubleshot or involved in the 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.).
  • 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.<link to be included>

Document Location

Worldwide

[{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSYSXX","label":"IBM MaaS360"},"Component":"MaaS360 Cloud Extender Certificate Integration","Platform":[{"code":"PF032","label":"VM"},{"code":"PF033","label":"Windows"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB24","label":"Security Software"}}]

Document Information

Modified date:
15 March 2019

UID

ibm10870926