Collecting data for Merative™ Social Program Management issues
Merative ™ Social Program Management is now Cúram ™ by Merative™
Question & Answer
What information should I collect for issues to help the support team with their investigations?
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 Social Program Management, 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.
Minimum information required for every support case
|Details about the issue||Detailed description of the issue|
|Detailed steps to reproduce the issue in an out-of-the-box environment|
|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|
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|
|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|
Collecting WebSphere configuration data
|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|
|Additional component specific information|
|Universal Access||Collecting data for Universal Access issues|
|Verification Engine||Collecting data for Verification Engine issues|
|Common Intake||Collecting data for Common Intake issues|
|Microsoft Word Integration with Merative SPM||Collecting data for MS Word Integration issues with Merative SPM|
|Business Intelligence and Anaytics||Collecting data for Business Intelligence and Analytics issues|
|Intelligent Evidence Gathering ( IEG)||Collecting data for Intelligent Evidence Gathering issues|
|Financial||Collecting data for financial issues with Merative SPM|
|Accessibility||Collecting data for accessibility issues with Merative SPM|
|Merative SPM Identity Intelligence||Collecting data for Merative SPM Identity Intelligence issues|
For information on troubleshooting Cúram see the documentation.