Collecting data for Cúram™ by Merative 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 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.

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

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 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.

Document Information

More support for:


Software version:

All Versions

Operating system(s):

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

Modified date:

10 December 2020