Support - Customer Case Submission Outline

This article outlines the recommended process for submitting a customer support case to CMiC. It provides detailed guidance on how to structure the case subject and description, what information to include, and the required attachments like screenshots, videos, and server logs. It also highlights best practices for capturing and submitting evidence, including new features for in-app screen recording and log retrieval. This ensures that cases are submitted with complete and accurate information to facilitate efficient resolution.

1. Case Subject

Sample of the Subject field

  • Highlight the main premise of the case

  • Include the program/tool name, e.g. Enter Invoices or Treeview Builder

  • Include the main phrases from any error message, e.g. Target Unreachable

2. Case Description

Sample of a Case Description

  • A clear and concise description of the problem or inquiry.

  • Outline the steps that took place to replicate the error or find the problem, e.g. Entered this program, then clicked this tab, then clicked this button, etc.

  • Specify the environment along with the tenant if applicable, e.g. XYZ Tenant in ATLAS PROD.

  • Identify which program this is taking place in along with how to access that program from the Treeview, e.g. Financials > Accounts Payable > Voucher > Void Vouchers.

  • Include the app server, which can be obtained by hovering the mouse over the username in the top right corner of the screen.

  • Detail any troubleshooting steps already taken to resolve this issue.

  • Copy the full text of the error message.

3. Case Attachments

Screenshots

Any necessary screenshots that further demonstrate the issue. This can include error messages, missing/incorrect data, things not appearing as they should, etc. Make sure your screenshots and videos meet the following criteria:

  1. Ensure the screenshot captures the full CMiC screen, including the location within the Treeview and the screen in which you are currently located.

  2. Includes the username and the dot pattern in the top right corner of the screen.

  3. Includes the URL at the top of the page.

  4. Includes the time and date at the bottom of the screen.

  5. Includes the full error message, seen after clicking the Error Message () icon.

Example of best practices for a screenshot:

Sample of best practices for a screenshot

When receiving an error in a program, click on the Error Message () icon to reveal the full error message, then copy the full text into the case description.

Video Recording

A video demonstrating the steps taken to produce the error or incorrect result using the same criteria as the screenshots. The maximum permitted video size in the Support Portal is 50MB.

Starting in Patch 21, users can record their own screen from within CMiC by clicking the About icon and clicking the [Start Recording] button. For more information, see [Start Recording] − Button.

  • The maximum length of the video using our built-in tool is two minutes.

  • Permission to record your screen from within CMiC is granted through the UISCRREC system privilege in the User Maintenance screen.

  • For assistance on adding system privileges, refer to UI Console - System Privileges - Tab.

Example of an ideal video submission:

Demonstrating how to record a video from within CMiC starting in Patch 21. Ensure the user has the UISCRREC system privilege enabled to access this feature. For more information, refer to Getting Started - About.

To stop the video recording, click the About icon and click the [Stop Recording] button. The video will then be saved in the default download location specified by your browser settings:

CMiC Versions

There are five types of system versions that users may need to retrieve, depending on the area of the platform involved, those being for:

  • Enterprise (ADF)

  • Field (JSP)

  • CMiC Construct Apps

  • CMiC BI

  • Jasper (PaaS Customers Only)

Take a screenshot of the relevant version(s) and attach them to your support case. For detailed instructions on how to locate these versions, refer to Support - Checking CMiC Versions.

Server Logs

If a console error or slow performance occurs, download a copy of the server logs and attach it to the case. For more information, refer to [Download Log Files] − Button.

  • This is done by clicking the About icon and selecting [Download Log Files], set the Select Additional Files field to "All", and then click the [Download] button.

  • Permission to download server logs is granted through the UIDWNLOGS system privilege in the User Maintenance screen.

The following demonstrates how to retrieve log files. Ensure that the user has the UIDWNLOGS system privilege enabled and set the Select Additional Files field to "All", unless stated otherwise:

4. Case Specific Inclusions

CMiC Debugger

The CMiC Debugger is a diagnostic utility available to Enterprise clients, designed to support CMiC programmers and analysts in troubleshooting issues within their CMiC environment. By enabling detailed logging of system processes, it helps identify errors, performance issues, and unexpected behavior during runtime. Debugging is activated by adding "?debug=finest" after the "console.jspx" in the URL.

When the CMiC Debugger is enabled, a Debugger tab will appear in the application interface. This tab provides access to the debug output and confirms that the system is actively capturing diagnostic data. From there, when entering UIRuntime programs in Enterprise, you will begin recording diagnostic output. This output can be copied into a TXT file and provided to CMiC Support to help triage your case more effectively. For more information, refer to System Administration - CMiC Debugger.

Launch Standard Program

If you suspect that screen customizations are causing issues, you can try selecting the 'Launch Standard Program' link, accessible via the screen’s About icon. This will display the program without any additional customizations applied to it.