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- Verify that the problem is related to a product defect and please read the terms of Product Maintenance and the detailed Terms and Service Levels to get a complete overview on the organization of the support.
- Please get familiarized yourself about the type of support (listed below) your Support Options your company has purchased for your team, since this will be a required information when when your are adding a ticket.:
- Look-up Known Issues in the knowledge base to check for available solutions.
- Check our Change Management System. Your issue might already have been reported and might be solved in an upcoming release. The Change Management System is updated by the SOS Development Team.
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What information should be provided by you?
Product Maintenance Support (Standard Support / 24/7 Support / Long
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Term Support)
JobScheduler
- Describe the error or problem that you are facing with as much as information as you can provide about the nature, possible causes and most importantly if possible how to reproduce the problem?
- Provide the original error message from the JobScheduler or the JobScheduler agentAgent.
- If an error has occurred in the JobScheduler JOC GUI then provide us the screenshot from the GUI with highlighted error message.
- For the quick response of the Ticket please Please provide Debug Log and Main Log covering the period when the error has occurred .
- Please get yourself familiarized about JobScheduler's Logs here.
- Also mention if you have change any thing changed anything in your server environment OS, operating system, database, Database e.g. Version upgrade, firewall settings or you have change changed settings in the JobScheduler itself, e.g. change in the Database database connection, port etc.
- If JobScheduler has been setup in a Master and Agent architecture or Active/Passive cluster architecture, please provide Main Log and Debug Log from all the JobSchedulers affected by the error.
- In case of Master and Agent architecture, provided Logs from Master and Agent JobSchedulers.
- In case of JobScheduler Cluster, provide Logs from all the Cluster Member JobSchedulers.
- If error is related to a specific JobScheduler object e.g. job chain, job then provide JobScheduler objects also from the
$SCHEDULER_DATA/config/live/ - Please attach all these files to your support request in the respective Ticket System.
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- Describe your use case/requirement related to the JobScheduler as much as possible in the detail.
- If you need our assistance to implement a a JobScheduler's job chain, if possible please provide
- a flow diagram of the business processprocesses
- details about existing business process processes
- corresponding program/application/scripts
- OS platform, database system, FTP/SFTP server
- parameters
- time and scheduling rules
- exceptions in the business process
- expected outcomes from the JobScheduler automation
- a flow diagram of the business processprocesses
- If you need our assistance to improve a an existing JobScheduler job chain, please provide
- existing JobScheduler configuration e.g. job chain, job, order etc.
- expected outcomes outcome from the JobScheduler automation
- In order to provide efficient assistance we need some information about your environment
- the JobScheduler release that is being used (e.g. 1.9.2),
- the operating system on which the JobScheduler is running (e.g. RHEL x.y, Windows 2008 Server R2),
- the database management system and version that is being used ( e.g. MySQL 5.3, Oracle 10g )
- Please attach all these files to your support request in the respective Ticket System.
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