IBM Support

How to collect information for MaaS360 portal issues

How To


Summary

This page will give you the base necessary information for opening a ticket relating to Issues with MaaS portal/Platform actions.

Steps

  • Account:  Account Name
  • Account Type: MDM / SPS
  • 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.
  • 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.
  • Timestamp (with timezone): What time did the issue occur?
    • This information helps Dev/QA to locate the error(s) in the server logs 
    • Including this information allows for a faster response from Dev/QA
  • Pre-requisite(s): Any critical conditions which are essential for the issue to be replicable.
    • It could be XX number of devices or a particular state of a device like inactive, enrolled.
  • Steps to replicate: 
    • Are you able to replicate the issue?
    • If so, how ?
  • Browser(s) Used: What Browser(s) are you using?
    • Has this been tested with a different browser or login?
  • Browser Version(s): What is the version of the browser which you are using?
  • Affected Login: Does this effect a specific Admin login?  Which one(s)?
  • Locale: If this effects only a specific Local, which one?
  • Browser Console Logs: Attach the Browser console logs as soon as the issue was replicated
  • Attachments: Attach anything that might be helpful.
    • Screenshots or videos of the issue.
    • If there are multiple attachments, explain the purpose and origin of each.

Document Location

Worldwide

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Document Information

Modified date:
15 March 2019

UID

ibm10871278