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

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 IssueDescribe 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.
EnvironmentExact version of CúramIdentify the Fixpack and iFix versions along with any Test Fix releases
 Type of environmentDevelopment , 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 areaThis 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 issuesSpecific questions for performance issues
 Collecting data using JMX statistics
In addition Merative Support may ask you to supply more specific information :
For batch performance issuesCollecting data for batch performance issues
For OracleCollecting data for Oracle database performance issues
For WebLogicCollecting data for WebLogic performance issues
For WebSphere

Collecting WebSphere configuration data

Collecting data for Cúram WebSphere Issues

For JavaCollecting data for Java performance issues
For DB2Collecting data for DB2 performance issues
For Client side issuesCollecting data for client performance issues


For information on troubleshooting Cúram see the documentation.

Document Information


More support for:

Cúram (SPM)



Software version:

All Versions



Operating system(s):

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



Modified date:

10 December 2020