The following checklist identifies tasks that you need to complete prior to opening a case with Product Support.
- Describe all actions you have undertaken to solve the issue.
- Check the Release Notes to see if the problem has been fixed at a later release than you are currently using.
- Search the Knowledge Base to see if a Product Advisory or other knowledge article contains information that can solve this problem.
- Check the Product Manuals to see if a different configuration setting or other relevant information may help solve the problem.
- Check the applicable Service Advisories posted on My Support.
- Clearly define the problem or question. Document what caused the event. List the product, component, and release of the Genesys software for which the problem occurred.
- Describe all actions you have taken to troubleshoot this problem before opening a case, and the results of your actions. For example, if you have done any analysis of product logs, describe the result of your analysis.
- Try to reproduce the problem and document the steps you took to reproduce the problem.
- Collect all relevant log files and configuration files and purge all personally identifiable information and other sensitive data from them, before uploading the logs using the File Transfer Tool (FTP) or a temporary FTP account within the new case you will create for this issue. See the Product Support Log File and Supporting Information Requirements for Troubleshooting Issues article in the Knowledge Base for details on the information that should be supplied when logging a case for an issue with a particular Genesys product.
- Document the key search data to use within the supplied log files. This includes connection IDs, telephone numbers, user data, agent IDs, and other information.
- Identify a clear business impact. For more information, refer to Business Impact in the Mandatory case Fields section above.
