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    Product Support Cúram

    Collecting data for Cúram™ by Merative issues

    Merative ™ Social Program Management is now Cúram™ by Merative

    Question & Answer

    Question

    What information should I collect for issues to help the support team with their investigations?

    Answer

    Customer-provided background information helps the support team to investigate problems and saves time when resolving customer support cases.

    When you raise a support case for Cúram, you must provide the minimum set of information in the "Minimum Information required for every support case" table.

    In addition, you might need more more information for the specific type of problem you are reporting, depending on the nature of the case, the part of the product affected, and the symptoms observed.

    • For performance problems, see the "Additional Information for Performance Related Cases" table.
    • For a problems with a specific component, see the "Additional Component Specific Information" table.

    Follow the instructions in the associated Collecting Data documents and provide the necessary information to support.

    Document Information

    More support for:

    Cúram

    Software version:

    All Versions

    Operating system(s):

    AIX, HP-UX, Linux, Solaris, Windows, z/OS

    Modified date:

    10 December 2020

    Minimum information required for every support case
    What to gather How to gather
    Details about the issue Detailed description of the issue

    Detailed steps to reproduce the issue
    in an out-of-the-box environment
    • Include screenshots if appropriate
    • State which user is logged in
    • Identify which case types are being created

    If the issue cannot be replicated in an
    out-of-box environment, describe the
    detailed steps that are necessary to help
    emulate the customized environment in
    order to highlight the underlying
    out-of-the-box issue

    Details of any on-site investigations
    that have been done

    Description of any workarounds/
    potential solutions that are being used

    configreport.zip file

    Created by running the Cúram configreport Ant target.

    For more information see the documentation

    Details about the Impact
    of the Issue

    Describe the business impact of the
    issue on the end user
    • Detail the real-life situation/scenario that
      results in the issue occurring
    • Provide documentation or area expertise
      that explains the expected behaviour

    When was the issue first identified?

    How often does the issue occur?

    Does the issue affect all users?

    If the issue does not affect all users identify what
    percentage of users are impacted and any
    differences between those affected and those not
    affected such as system/machine configuration,
    other applications in use, user role, business
    process being performed, etc.

    Environment

    Exact version of Cúram

    Identify the Fixpack and iFix versions along
    with any Test Fix releases

    Type of environment

    Development , Test or Production

    Does this appear to be a regression?

    If you encountered this issue during an upgrade
    and it is not present in the version from which you
    are upgrading, please identify the exact version of
    Cúram from which you are upgrading.

    Has the issue been replicated in
    another environment?

    If it has not been possible to replicate the issue in
    another environment describe potential reasons as
    to why not.

    Details of any customizations that
     have been made in the affected area

    This information is not required if the issue can be
    reproduced in an out-of-the-box environment

    Browser type and version (if reporting a UI issue)
    Additional information for performance related cases

    For all performance issues

    Specific questions for performance issues

    Collecting data using JMX statistics

    In addition Merative Support may ask you to supply more specific information

    For batch performance issues

    Collecting data for batch performance issues

    For oracle

    Collecting data for Oracle database performance issues

    For WebLogic

    Collecting data for WebLogic performance issues

    For WebSphere

    Collecting WebSphere configuration data

    Collecting data for Cúram WebSphere Issues

    For Java

    Collecting data for Java performance issues

    For DB2

    Collecting data for DB2 performance issues

    For Client side issues

    Collecting data for client performance issues

    For information on troubleshooting Cúram see the documentation.