| August 13, 2018
Thanks for Contacting Support!
If you encounter a problem that you cannot resolve by consulting the documentation or the Portal, your company’s designated support contact can log a case with Technical Support.
What to include when you submit a case
The Technical Support team is a group of technical trouble-shooters with deep product expertise who are very well versed in identifying root causes and fixing problems. There may be occasions where the Technical Support team cannot answer all your questions, but they will be able to engage other groups within the company to get answers quickly.To enable Support to evaluate your issue and determine how best to help resolve it, you should include the following information when you submit a case.
The Technical Support team is a group of technical trouble-shooters with deep product expertise who are very well versed in identifying root causes and fixing problems. There may be occasions where the Technical Support team cannot answer all your questions, but they will be able to engage other groups within the company to get answers quickly.To enable Support to evaluate your issue and determine how best to help resolve it, you should include the following information when you submit a case.
- Clear, descriptive, one-line summary in the case’s Summary field or in the email Subject field.
- Description of the behavior observed, include error messages and screen shots if applicable and steps to replicate the behavior.
- Does this happen to one user or all users? or happen on a specific browser or configuration?
- Environment details, including the following:
· Product that is having the issue
· Version of the products installed
· Application server and version
· Operating system on which the products are installed
· Database type and version
· Have there been any changes to the environment recently?
- Provide product and application logs files generated around the time of the behavior.
- Provide related session files, configuration files and data files.
Provide an accurate Severity Level, which reflects the impact of the issue on you and your business.
- Severity 1 – Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution.
- Severity 2 – Significant business impact: A software component is severely restricted in its use or you are in jeopardy of missing business deadlines because of problems with a new application rollout.
- Severity 3 – Some business impact; Indicates the program is usable with less crucial features (not critical to operations) unavailable.
- Severity 4 – Minimal business impact: A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made.
Where to find system information and version
Technical Support realizes that from time to time customer’s upgrade their Marketing Suite or 3rd party components. It is important that we have the latest information about your environment. Much of the environment and system information required is available on the About page. If the problem does not prevent you from logging in, you can access the About page by selecting Help > About HCL Ominx Suite. If the About page is not accessible, you can obtain the version number of your application by viewing the version.txt file located under each application’s installation directory.
Where to find log files and other helpful files
Use the information in this section to help you gather and configure log files, which you can then send to Technical Support. You may be asked to configure the system log to gather additional detail. In general, you configure the system log using the log4j.properties file, located by default in the conf directory under your product installation.
Devdatta Mahabal
HCL Marketing Software Architect
HCL Marketing Software Architect
I have been working with the IBM’s Enterprise Marketing Management suite of tools for about 15 years. Been with HCL since November 1, 2017.
Marketing Platform, Campaign, Interact, Marketing Operations, Contact Optimization, and Opportunity Detect are trademarks of IBM Corporation, in at least one jurisdiction, and are used under license.
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