Collecting data for Merative ™ Social Program Management issues
Question & Answer
Question
What information should be collected for issues in Merative Social Program Management in order to assist Merative Support with their investigations?
Answer
Customer-provided background information helps Merative Support to investigate problems and saves time when resolving customer support cases.
When raising a support case against Merative Social Program Management there is a minimum set of information that must be provided for every case. In addition depending on the nature of the case being raised, the part of the product affected and the symptoms observed, more information is required that is specific to the issue being reported.
Every time you raise a support case you must include the information listed in the table "Minimum Information required for every support case". You must also consider whether there is more information required for the specific type of problem you are reporting.
If you are experiencing a performance problem review the items on the table "Additional Information for Performance Related Cases" . If you are experiencing a problem with a specific component of the application review the items on the table "Additional Component Specific Information".
Follow the instructions in the associated Collecting Data documents and provide the necessary information to Merative 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 | ||
| configreport.zip file, | Created by running the Merative Social Program Management 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 Merative Social Program Management | 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 Merative Social Program Management 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 Merative Social Program Management 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 |
| 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 Archiving | Collecting data for Merative SPM archiving issues |
| Merative SPM Identity Intelligence | Collecting data for Merative SPM Identity Intelligence issues |
For information on troubleshooting Merative Social Program Management see the documentation.
Document Information
More support for:
Merative Social Program Management
Software version:
All Versions
Operating system(s):
AIX, HP-UX, Linux, Solaris, Windows, z/OS
Modified date:
10 December 2020