This article is about what to collect and include when opening up a support case or Service Request (SR) for Cloud Access Manager.
When opening a new SR what data to collect or information to provide to aid in the investigation.
Please be sure to include a detailed description of the issue. This will accelerate resolution time. Please also include the below:
FOR ALL ISSUES:
1 - Include the full CAM version number
2 - A copy of the database snapshot which will give us information about the setup
3- Screenshot of any errors
IF THIS IS A FORM ISSUE ALSO INCLUDE:
1 - Screenshot of Form Configuration
2- Information telling us if you used a template or not
3 - Is the application external? If yes, please send the URL. If not please send the webpage source.
IF THIS ISSUE INVOLVES SAML ALSO INCLUDE:
1 - Screenshot of config ( SP Identity, recipient, etc)
2- What instructions from the provider have you been given? Please send a copy
3 - Screenshot of the Server provider’s configuration page if applicable
4 - Log files from the service provider
5 - STS log files