How to get the most of out your interactions with One Identity Support (4347211)

One Identity prides itself on quality support to assist customers and partners on all Identity Manager issues that may arise. In order to provide the highest level of satisfaction we offer the following suggestions:

1. When a service request with One Identity is opened, please ensure deep consideration in selecting a priority level. The priority level should match the issue being experienced and the impact to the customer. A full list of priority levels and their definitions can be found here: Global Support Guide.

2. Support remains as a break-fix level of assistance to ensure product defects and errors are remedied. Due to the highly customizable nature of our product Support cannot assist with modifying or creating customizations, new implementations, migrations, health checks or optimizations. In such cases the knowledge needed around the Identity Manager deployments, business requirements, individual customer policies and procedures would be unsuited to Support and thus Support may defer to a qualified One Identity Partner or Professional Services group to better assist and provide resolution.

Providing Information

To 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 .