Question
Coforge
IN
Last activity: 27 May 2022 7:24 EDT
how to resolve the defect in production
how to resolve the defect in production. we seen the defect in production but we can't seen in the dev. there is no tracer access. how we can resolve this defect?
Updated: 6 May 2022 6:38 EDT
Pegasystems Inc.
GB
@Radhakrishna Sadham you have not provided any details in this forum post therefore we cannot comment whether your issue pertains to an application configuration error or a product bug.
If you are certain that your Pega Platform issue is undocumented and incorrect, and if you have carried out all the steps below, then we would suggest that you log a support ticket on the MSP.
Please can we ask that you go through the initial investigation steps as documented in our Pega Support Resources ?
There are steps you can take before logging a support ticket.
As a Pega client, you will be expected to perform support self-service before logging a product ticket.
The next steps are detailed in the following resources:
@Radhakrishna Sadham you have not provided any details in this forum post therefore we cannot comment whether your issue pertains to an application configuration error or a product bug.
If you are certain that your Pega Platform issue is undocumented and incorrect, and if you have carried out all the steps below, then we would suggest that you log a support ticket on the MSP.
Please can we ask that you go through the initial investigation steps as documented in our Pega Support Resources ?
There are steps you can take before logging a support ticket.
As a Pega client, you will be expected to perform support self-service before logging a product ticket.
The next steps are detailed in the following resources:
- Pega Support resources and processes
- Requesting support services
- What are the minimum qualifying artifacts for a support case?
- What is the support case lifecycle?
Providing the minimum artifacts related to your support case expedites its root cause analysis and resolution.
When you create a support case in My Support Portal, you see a form that guides you in attaching the artifacts based on the preliminary information of your case.
Here are some example artifacts:
- Pega Community content consulted (links)
- Pega logs
- Application server logs
- Utility-specific logs
- Performance tool (PAL) results
- Tracer results, if applicable
- JVM settings, if applicable
- System settings (prconfig.xml file settings or Dynamic System Settings, DSS)
- Screen captures, preferably in a Word document with the Steps to Reproduce the issue
The list above identifies the basic minimum artifacts that you should attach to your support case. The support team will guide you in collecting additional artifacts that might be needed for the special attributes of your case (product and version, deployment and environment details, product capability, and so on.)
Updated: 27 May 2022 7:24 EDT
Eclatprime Digital Private Limited
IN
@Radhakrishna SadhamIf the issue is happening for the single user and if you want to trace it you can reach out to your respective PSS team who will be having production dev access and ask them to trace by using remote tracer and chose the respective browser requestor so that you can identify the issue for single user and identify the issue.