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)
Application server 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.)
Posted: 6 months ago
Updated: 6 months ago
Posted: 27 May 2022 7:23 EDT Updated: 27 May 2022 7:24 EDT
Varshini Dasoju (VarshiniD8035)
@RadhakrishnaS9530 If 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.