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:
- OpenText product serial number
- To locate your product serial number, look
in the subject line and body of either your Electronic Delivery Receipt email or
OpenText Software Activation Information email that you received from
OpenText 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
-
When dealing with your support case, an
OpenText engineer may ask for any of the following information regarding your environment and the products used within it:
- The amount of memory in your computer
- Computer storage capacity
- Details of your operating system
- Set environment variables
- Running processes
- Status of services
- Details of any networking software you are using
- The names, release numbers, install dates, and install locations of all
OpenText products
- The names, release numbers, install dates, and install locations of all non-OpenText products
- OpenText entries in the registry
- OpenText licensing information
- 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, rather than a more general and less useful description.
- A full description that provides:
- Context for the problem
- Your own observations and knowledge
- Step-by-step instructions that your
OpenText engineer can follow to reproduce the problem
- For compilation problems, compiler directive options used
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
OpenText 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
OpenText engineer can give you a quick and satisfactory response. Cases that receive the best support responses include the following:
- The full description provided when you log your case includes details such as:
- Chronology
- Symptoms
- Configuration specifications
- Workload levels
- What else was happening in the environment at the time
- Any third-party software involved
- A zipped archive of the
source code in development when the problem occurs
The
Raising and Managing Support Cases section provides detailed information on how to log a support case, and how a
Support for Micro Focus Products engineer can help you to resolve your problem.