Question & Answer
Question
What information should be collected when experiencing a problem with IBM FileNet Desktop eForms?
Answer
Collecting this information before calling IBM Support will help clarify the problem and save time analyzing the data:
Initial Triage
- Exact symptom and error observed
- When did the problem start occurring?
- Is there any workaround?
- Is the form template created and stored locally or downloaded from a distribution center? (Forms Manager server, FTP server, File server...)
System configuration
- Version and fix pack of Desktop eForms (see below)
- Version and fix pack of Forms Designer or eForms Designer being used to create the form (see below)
- Operating system and service pack
Additional useful information
- Samples of form template: Desktop eForms template (.itp), ITX form template (.itx)
- Samples of data document: .ifm
- Screen shot of error
- Steps to reproduce the problem
How to verify product version and fix pack
- Launch Desktop eForms
- Click on Help on the menu bar and select About Desktop eForms...
- Product version and build number will display
- Refer to table below to know what fix pack corresponding to particular version and build number:
Desktop eForms | Forms Designer/eForms Designer | ||
Version-fix pack | Build | Version-fix pack | Build |
| 4.2.0 | trinity150.2232 | 4.2.0 | morph150.2232 |
| 4.2.0-001 | trinity155.2235 | 4.2.0-001 | morph155.2235 |
| 4.2.0-002 | trinity155.2238 | 4.2.0-002 | morph155.2238 |
| 4.2.0-003 | trinity155.2240 | 4.2.0-003 | morph155.2240 |
| 4.2.0-004 | trinity155.2241 | 4.2.0-004 | morph155.2241 |
| 4.2.0-005 | trinity155.2243 | 4.2.0-005 | morph155.2243 |
| 4.2.0-006 | morph155.2245 | 4.2.0-006 | morph155.2245 |
| 4.2.0-007 | morph155.2246 | 4.2.0-007 | morph155.2246 |
| 5.0.0-001 | trinity205.012 | 5.0.0-001 | neo205.012 |
| 5.0.0-002 | trinity210.008 | 5.0.0-002 | neo210.007 |
| 5.0.0-003 | trinity210.012 | 5.0.0-003 | neo210.015 |
| 5.0.0-004 | neo210.016 | 5.0.0-004 | neo210.016 |
| 5.0.1-001 | trinity255.006 | 5.0.1-001 | neo305.002 |
| 5.0.1-002 | trinity255.007 | 5.0.1-002 | neo305.005 |
| 5.0.1-003 | Mac only | ||
| 5.0.1-004 | trinity255.010 | ||
| 5.0.2 | neo310.055 | ||
| 5.0.2-001 | neo310.061 | ||
| 5.0.3-001 | neo320.047 | ||
| 5.0.3-002 | neo320.048 | ||
| 6.0.1 | trinity310.039 | ||
Once you have collected the preceding information, simply submit the diagnostic information to IBM support.
You can submit files using one of following methods to help speed problem diagnosis:
- IBM Support Assistant (ISA)
- Electronic Service Request (ESR)
- FTP to the Enhanced Customer Data Repository (ECuRep)
[{"Product":{"code":"SSNVSH","label":"FileNet Forms Manager"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Desktop eForms","Platform":[{"code":"PF033","label":"Windows"},{"code":"PF014","label":"iOS"}],"Version":"6.0;5.1;5.0.3;5.0;4.2","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]
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Document Information
Modified date:
23 June 2018
UID
swg21413585