This section covers information that 3DS needs to analyze any issues happening in 3DEXPERIENCE Platform.
It’s crucial to recognize patterns and understand the situation thoroughly especially in case of Performance Issues.
Can you identify any recurring patterns? The following questions may help in identifying patterns.
Below questions can help you narrow down the problem.
| Reproducible? | - Can you reproduce consistently when you perform the same workflow / steps?
- Which application is used?
- If not reproducible, what steps did you perform prior?
- Please provide any additional information that you find relevant.
|
| Data dependent? | - Does this issue happen to all or specific data sets?
- Is it size dependent?
- What is the difference between data sets if not reproducible across data?
- What’s the history of the impacted data? When was it created? How was it created?
- Please export and send the impacted data to 3DS.
|
| User specific? | - How many users are impacted?
- Where are the users located?
- What network (VPN / home / Wifi / etc) is used?
- Do the impacted user have the necessary access to execute the action? (Roles/Licenses/cross company/user group), Security Context (Organization, Collaborative Space Responsibility)?
- Please provide the list of emails of the impacted user(s).
|
| Time dependent? | - Does this issue happen at a particular time/s in the day?
- If yes:
- What is the time frame (be specific)?
- How many concurrent users are logged in? Is it because of concurrent usage?
- What workflow do the concurrent users perform?
|
| Tenant specific? | - Can you reproduce the issue on a different tenant if you have?
|
| Workstation specific? (Native app) | |
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DS SUPPORT - SR TEMPLATE
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Abstract : [Description of the issue - include error message and app you are facing problem in] Description: Tenant ID : R11321XXXXXXXX | Reproducible | [Refer Table Above] | | Data Dependent | | Users Specific | | Time Dependent | | Tenant Specific | | Workstation Specific |
Scenario: - …
- ….
Actual Result: [Describe the results seen when executing the scenario] Expected Result: [Describe the results you expect to see] By-pass: Do you have a workaround? If yes, add the workaround steps. Attachments: - Please attach a video / screenshot of the whole screen (DO NOT CROP).
For Web App (any issue happening in the browser): - Provide Troubleshooting machine for Web apps traces:
- For issues where traces and video are required, we recommend using the tool called “Troubleshooting Machine”.
- It is currently only supported on Google Chrome & Microsoft Edge.
- For a one time installation, the tool can be downloaded here
- How to install the tool, please refer to QA00000303283
- For more details about the tool, please click here
For SAML | SSO (any issue happening in SAML activated tenants): - Along with the Troubleshooting machine traces include below information
- Please provide the 3DPassport SAML Metadata XML
- Please provide the IdP SAML Metadata XML
For Desktop App (any issue happening in installed desktop client): |
