Important information for IBM Support cases

Important Information for IBM® Support Cases

When submitting an IBM Support case, there are important actions to take and important information to include in the case to expedite resolution and closure of the case:

• For TRIRIGA® issues, perform these activities before submitting a case:

  • Review server logs to find any errors that may relate to the issue being experienced.

  • Check integrations to determine if they are running as expected.

  • Take a screenshot of any onscreen errors seen by the user(s).

  • Check for long-running reports.

  • Find Workflow Throughput, Workflow Queue Count, & date of old pending workflow in the queue

  • Analyze performance issues with the TRIRIGA Performance Problem Decision Tree and the TRIRIGA Performance Analyzer

  • Analyze workflows with the TRIRIGA Workflow Analysis Utility.

  • Analyze possible network issues using the TRIRIGA Network Speed Throughput Test. The Speed Test URL is: https://<siteURL>/html/en/default/admin/speedTest.jsp.

• For Maximo® issues, collect databefore submitting a case.

• After gathering the data above, Create A Case with as much of the following information as possible:

  • Environment affected (eg. DEV, TEST, TRAIN, QA, PROD, etc.)

  • Steps to reproduce the issue, expected result, & actual result. If IBM Support team cannot reproduce issue with out-of-the-box functionality, the issue is likely related to configurations or data that are not covered by IBM Support.

  • All information gathered from the activities performed above. Attach logs and copy/paste relevant log errors into case.

  • When the issue began

  • New or recurring issue? If recurring, what is the frequency of the issue? (specific days & times)

  • Any recent changes in configurations, workflows, network, etc.

  • What activities were being performed in the affected environment immediately prior to experiencing the issue? These activities could be generated by end users, project team members, and/or automated activities (eg. integrations, cleanup agent, crons, etc.)

  • Impact assessment for project and/or business

  • Use the MustGather tool in the TRIRIGA Admin Console to submit basic information required for SaaS and product support.

• For cases involving TRIRIGA or Maximo requests (not performance or product issues):

  • Review Request Lead Times.

  • Plan for these lead times in your project plan.

  • Submit request cases based on lead times noted.