Troubleshooting
Problem
Diagnosing The Problem
- Gathering information to open a support ticket
- Gathering general problem description information
- How to submit diagnostic data to IBM Support
- General IBM Support hints and tips
- Must Gather Index Page for IBM Sterling Order Management System
Gathering information to open a support ticket
A valid IBM customer number, contact name, email address, and phone number are important to validate the entitlement and contact information.
Refer to the section "Accessing Software Support" in the IBM Software Support Handbook to have the full list of information necessary to open a support ticket.
To determinate the correct Severity of your concern for your business, refer the IBM Software Support Handbook.
The following information is relevant to justify the Severity of the concern and discuss the priority with the development team.
- Describe the Business Impact this problem is having specifying current and future Business Impact
- Indicate any project deadlines
- What is the current impact on users? How many users are affected?
- Specify whether the issue is in Development, QA, Pre-Prod, or Production environment
Gathering general problem description information
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Follow this section to collect the environment-related data required for any issue.
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| MustGather for specific symptoms |
Click the problem or issue type that best describes your situation. This lists the diagnostics that the IBM Support team requires to review your problem.
How to submit diagnostic data to IBM Support
- After collecting the preceding information and a support ticket is opened, follow the instructions in: exchanging information with IBM Technical Support for problem determination
- For more details, see submit diagnostic data to IBM (ECuRep) and Enhanced Customer Data Repository (ECuRep) secure upload.
- If you are using IBM Community Portal, update the case to indicate that data has been sent.
General IBM Support hints and tips
Here you can find a list of useful links for IBM Order Management Certified Containers and the Support processes:
Document Location
Worldwide
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Document Information
Modified date:
18 July 2025
UID
ibm16482183