​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.

  • 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. ​

Picture

    Devdatta Mahabal
​     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. 
Comment wrap
Further Reading
Marketing & Commerce | June 19, 2018
Campaign APIs – Be REST Assured
  Campaign Offer APIs   In the upcoming Campaign version, a new powerful feature has been added: the ability to perform common tasks through REST APIs!  ​Let’s explain first what the RESTful approach is that we have used to create this new functionality. ​ Representational state transfer (REST) or RESTful Web Services is a way of providing interoperability between computer systems on the Internet. REST-compliant Web Services allow requesting systems to access and manipulate textual representations of Web resources using a uniform and predefined set of stateless operations.  REST APIs give you the possibility to perform actions and queries on your offers, such as:  Retrieve useful data from your Offer information (query Operations and Applications, optionally using specific filters to narrow down your queries) Retrieve all offers Create new offers Perform changes in Offer details Get Offer codes Retire Offers Search for Offers Get Offer template details from which the offer is create Validate Offers ​All this can be performed in a simple, safe, and quick way by using REST APIs.  Simple: REST APIs are simple to use, requiring just a URL and few parameters as input. Safe: leveraging an HTTPS connection and basic authentication, all your data is protected when sent and received. Quick: response time of a REST API call is in seconds!   The Campaign installation will have the Swagger documentation for the precise information for using each API and JSON payload samples. ​It can be found in our documentation.    Sumitra Chachar    Product Manager – HCL Marketing Suite Sumitra is a Product Manager for HCL Marketing Suite (formerly known as Unica). She has been part of Marketing Suite since 2007. She comes from technical background and has passion for building great products. 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. ​
How to be productive and secure while working from home
As COVID-19 (coronavirus) continues to sway people and organizations around the world in the last few weeks, it has forced employees to work remotely during social distancing periods. It can be hard to stay determined, dedicated and constructive when you have interruptions like children, television, and laundry evidently stacking up right before your eyes. Working from home has its benefits, but it also requires a few modifications if you have never done it before. But don't worry, if you're wondering how to work from home during coronavirus, we have got some interesting tips for you. 6 tips to stay accountable, collaborative, and productive as you work from home    Create a workspace that works  Having a spot in your house or apartment for work helps you escape the feeling like your job is taking over your whole life. Try to find a place in your home that is comfortable for a full day's worth of work. A desk or table, along with a chair that you are relaxed sitting in for a prolonged period.  Avoid the need to work from your couch, or worse yet, your bed. A vital part of making working from home in the long haul is keeping your workspace separate from your living and napping spaces.         2. Stay vigilant against data risks   Just because you're not in the office doesn't mean you're not a target for hackers. Your work machine is incredibly valuable for thieves and criminals. There are increasing numbers of Coronavirus-based phishing emails going around, it becomes crucial that you abide by the application security in helping to keep the data secure from cyber internet threats. Whether your applications are in the cloud or whether on-premises, data security will always be paramount.  HCL BigFix offers unique and profound capabilities that allow you to monitor, maintain, patch and keep in compliance your entire endpoint fleet, no...
Marketing & Commerce | June 10, 2019
Find out how your Feedbacks Can Influence the Next Release – TechConnect Sessions are Back!
​The new HCL TechConnect week is here. For those who are new to our events, here is a quick look at what you may have missed out... ​ What we captured in last TechConnect and what can you learn in the upcoming sessions? ​​ Back in February, on the first Monday of IBM Think 2019, a group of 35 Marketing Software users gathered for the 1st  HCL TechConnect kick-starting the engagement with our product experts and marketing peers, for what we envision, will become the platform of choice for partners and customers. This first session was a huge success with industry leaders from Banking, Insurance, Telecom, Retail and other verticals sharing their feedback on our marketing suite (Campaign, Interact, Marketing Operation, Contact Optimization and all the add-ons). With this feedback, we formally started the ideation process with a new design thinking approach. We decided this would be the baseline for our road-map and the next release of the Marketing software suite. “It is beginning to feel like Unica again but much better and more transparent”. We wanted to establish that our vision at HCL is to engage Marketing Software users early on in our road-map design cycle to ensure the products and features we deliver have more relevance to their marketing needs. This aspect of our hyper care strategy is already producing great results. Our support team has reached a satisfaction score of 9/10 in addressing your requests. Moreover, the last V.11.1 release covered more than 50 of your requests for enhancements; making it the largest release since Unica was acquired by IBM. ​ ​Therefore, it was heartening to see that so many of you appreciate that transparency has been restored and you can openly raise requests in our community. We want to hear and respond to the conversations our users are having on...
a/icon/common/search Created with Sketch.