Providing InformationTo ensure the One Identity Support Team is providing you the best and fastest resolution we ask that all necessary information is provided during the creation of a Service Request. This will allow us to fully understand the issue, begin troubleshooting and route the problem accordingly. We recommend the following be provided for all Service Requests:
1. Product Version. If you need help identifying your product version please click
HERE .
2. System Information Report. From any of the front-end tools (i.e. Manager, Designer) go to
Help | Info..., then select the "System information" tab of the open dialog.
3. Detailed problem description – including modules impacted.
4. Business Impact
5. All previous troubleshooting steps conducted.
6. Trace Logging. If you need help gathering TRACE Logging please click
HERE .
7. Staging Level Impacted (Development/Testing/Production).
8. Web Portal Issue Only – IT Shop Logs. If you need help gathering IT Shop Logs please click
HERE .
For more detail on what to include in your Service Request to assist in technical troubleshooting please visit article 123332,
Identity Manager Troubleshooting Steps and Required Information .