We recommend that you follow the guidelines presented here to prepare to log a support case.
All Problems
The following is good practice for gathering information about your problem so you can pass it on to
OpenText Support for Micro Focus Products. This information is required for all support cases:
- Micro Focus product serial number
- To locate your product serial number, look
in the subject line and body of either your Electronic Delivery Receipt email or
Micro Focus Software Activation Information email that you received from
Micro Focus when you activated or got a license key.
- Computer make and model
- You should be able to find this information somewhere on your physical computer.
- Product and environment information
- The best way to collect information about the software installed on your computer and the environment in which it runs is
to run the
mfsupport utility, which automatically gathers this information for you.
See
mfsupport Utility for details on how to run this utility, and options for adding its output to your support case.
- Details about your problem
- When you raise a support case, you are asked to provide the following as you log the case:
- An accurate subject line that briefly and succinctly describes your problem.
For example, a subject line such as:
Source won't compile, getting error code ###
or
Enterprise Server shows error code ### during restart
rather than a more general and less useful description such as:
Error with source compile
or
Enterprise server is crashing
- A full description that provides:
- Context for the problem
- Your own observations and knowledge
- Step-by-step instructions that your
Micro Focus engineer can follow to reproduce the problem
- For compilation problems, compiler directive options used
- Additional details specific to your type of case. See
Different Types of Cases for complete information.
Easily reproducible problems
An easily reproducible problem is one that occurs reliably when using the product. For these, in addition to the information
outlined in the
All Problems section above, be ready to provide a zipped copy of your project and/or source code to enable
Micro Focus to reproduce the problem quickly and easily.
Complex problems
Complex problems are classified as infrequent problems in production systems, or problems based on random timing and factors.
Resolution often requires low-level analysis, review of logs and traces, and possible multiple iterations.
In addition to those listed in the
All problems section above, use these best practices for more complex problems to significantly improve the likelihood that your
Micro Focus engineer can give you a quick and satisfactory response. Cases that receive the best support responses include the following:
We recommend that your set of diagnostics:
- Includes complete diagnostics such as traces, dumps, the console log, and other relevant logs.
- Be chronological, meaning that all of the logs for the same failure should be in sequence.
- Be specific enough to allow us to identify the exact failure, the date and time of the failure, the symptoms demonstrated,
whether or not recovery was achieved, and if so, if it was achieved automatically or manually.
The
Raising and Managing Support Cases section provides detailed information on how to log a support case, and how a
OpenText Support for Micro Focus Products engineer can help you to resolve your problem.