This document is meant as a first step in working with Support for Automic Workload Automation, Continuous Delivery Automation, and Automic Service Orchestration cases. It is meant to be a living document, so check back for updates!
If ALL of the below details are provided to Broadcom Support upfront, with effective communication, this will lessen the time required for Broadcom Support to be able to provide a resolution or if they deem it necessary, engage L2. Insisting on access to L2, will not quicken this process. Every step below needs to be completed, including all appropriate logs, dumps, scripts, exports, screenshots, and reproduction steps as requested by Broadcom Support and Development teams.
Once exact, detailed steps to reproduce an issue is provided, along with everything mentioned below, Broadcom Support will also attempt to reproduce the issue and will offer a work-around or solution, if one can be identified, without engaging L2. On rare occasions, L2 assistance may be necessary.
Case Summary Template
Description:1. Creating the problem statement - Include within the Problem statement:
2. Steps to reproduce.
4. What changes have been made/found on the involved:
5. Is there a current solution or workaround?
9. Analysis Documents (object-exports / job-reports / logs / traces / screenshots / command line history, etc.)
NOTE: When a problem is not reproducible then as much information as possible should be provided (complete logs from the time, xml exports, forced traces, etc…). If a problem is reproducible, provide the appropriate traces required to analyze the root cause. This is one area that consumes a lot of time prior to being able to carry out a full analysis. If the correct traces are provided upfront, the issue will progress much more quickly.
10. RunID / timestamp