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CA Fast Track Support
Identity Manager Troubleshooting Guide and Checklist

Last Updated: December 01, 2016

This document is a checklist of items that need to be collected as well as a set of general trouble shooting steps that need to be completed before engaging CA Identity Management Subject Matter Experts for assistance using Fast Track Support.

If solution was not found in the Knowledge Base, documentation, or the communities, the following items need to be completed and collected before the bypass case is created.

  • Complete appropriate troubleshooting steps

    • Verify there is a good working backup of the system in case there is a need to rollback
    • Review change and release management logs
      • Whenever possible, determine whether changes have been made to the system or environment (AMS has dependency on the OD infrastructure team)
        • Upstream, Downstream, OS, Network, hardware, fiber, hubs, routers, security, etc
    • If troubleshoot has to be done on the production environment, ensure the system and all of its DB’s have been backed up in their entirety before starting troubleshooting process
    • Provide the results of troubleshooting steps taken
    • Collect any logs as outlined in troubleshooting Guides so they can be attached to case if needed

If issue is still not resolved, please log a bypass case including the following completed checklist in the case activity.

Checklist to be Provided when Opening a Case

Problem Definition (please add exact Business Use Case and expected behavior):

Business Impact:

Environment Details:

  1. Application (Identity Manager / Governance / Portal) version & SP / CR level:
  2. Application Server:
  3. Application OS platform & Patch:
  4. IM Userstore:
  5. IM ObjectStore DB:
  6. SiteMinder Server Version & SP / CR level:
  7. SiteMinder Policystore:
  8. SiteMinder OS:
  9. Provisioning (eTrust Admin) Server SP / CR level:
  10. Common User store: Yes/No (Corp == Prov)
  11. End Point types and versions (if relevant to the use case):
  12. Clustering (HA)? Are any of the environment component are in high availability?
  13. Environment Type: PROD / DEV / UAT

Detailed Steps to Reproduce (step by step, including pre requisites, setup details):

Status:

  • Troubleshooting Steps Taken
  • Indicate what logs were collected and what was found
  • Techdoc used as reference, if any

Attachments: