During the creation of a Service Request it is extremely important to provide as much detailed information as possible. This allows the One Identity Support team to fully understand the issue, begin troubleshooting immediately and route the problem accordingly. Support has created a Knowledge Base (KB) article which explains in detail what to include from a technical aspect such as logs, and so on. Please refer to KB article 123332
, Identity Manager Troubleshooting Steps and Required Information
Items provided should include:
- 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.
- Detailed problem description including modules impacted
- Business impact
- All previous troubleshooting steps conducted
- Staging level impacted (Development/Testing/Production)