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 data before 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.