Recommended Data Collection for Java CAPS
When you open an incident with Java CAPS support through the web site, you get a template that you can fill in. If you send us an email, there isn't a template, but it's helpful to us if you can collect and provide this information. This section describes the information that we ask you to collect, and how to find it.
Java CAPS version
If you're using Java CAPS 5.x, this information is available in Enterprise Designer. Open the Help - About Sun Seebeyond Enterprise Designer dialog box.
If you're using Java CAPS 6 or higher, then you'll need to connect to the CAPS repository URL in a Browser. If you don't know the URL to use in the browser Address textbox you can find it in 5.x at the bottom right hand corner of your Enterprise Designer. For CAPS 6.x, navigate to Tools - CAPS Repository - Properties in the menus to open the CAPS Repository Properties dialog box, and note the values of the Repository host and repository port settings. Use these values to construct the URL:
http://repositoryhost:port
The default user name is Administrator, and the default password is STC.
Once you're logged in, you'll see a table with all the components that have been uploaded to the repository.
eWay Version (for the item selected above) if it is different from the above)
This may not apply to your issue. If you need it, you can find the version numbers of the components loaded in the repository by logging in to the Java Composite Application Platform Suite Installer using a browser.
If you don't know the URL to use in the browser Address textbox you can find it in 5.x at the bottom right hand corner of your Enterprise Designer. For CAPS 6.x, navigate to Tools - CAPS Repository - Properties in the menus to open the CAPS Repository Properties dialog box, and note the values of the Repository host and repository port settings. Use these values to construct the URL:
http://repositoryhost:port
The default user name is Administrator, and the default password is STC.
Once you're logged in, you'll see a table with all the components that have been uploaded to the repository.
Hardware platform and operating system with version information
Please make sure you know what Operating System the affected component is running on.
- For Windows, you can get version information from the System Properties dialog box. Right click on My Computer, and choose Properties. Note the Version and Service Pack (if any).
- For Unix, the flavor (Solaris, HP-UX, AIX) and the major version and minor version numbers, if applicable. The command
uname -a
will usually tell you what you need to know if you don't already know it.
- For Linux, please collect the distribution information. If you don't already know this, the most reliable and accurate source of the distribution can be got by executing the command
cat /etc/*release
from the command line.
Problem Description
Please provide as much information as you think is relevant: by all means be concise, but don't do so at the expense of facts.
Is this impacting a production system?
If you're losing the ability to process data, let us know. This helps us prioritize your issue.
What has recently changed in your environment?
If you are aware that there has been an external system configuration change recently, a migration, or a change of vendor, please let us know.
List of all ESRs and Hotfixes that have been applied to the system
It can be difficult to keep track of these. We recommend that you maintain a list of the ESRs and Hotfixes that you've applied.
Frequency that the issue occurs
If you're having a problem that occurs repeatably and predictably, then that's useful information.
Reproduction steps (if applicable)
Support may need to duplicate your issue in-house, particularly if there is going to be a fix. Quality Engineering will verify that fix does what we expect it to do, and can only do this if they have a procedure for recreating the issue and then verifying that the fix changes the behavior so that the issue no longer occurs.
Please try to keep the procedure as simple as possible. The more complex the steps are, the more likely it is that they will be misunderstood or somehow followed slightly wrong, and we will not be able to duplicate your results without repeating the process and refining it. This can delay resolution significantly.
Business impact
Again, this helps us to set the priority of the issue. It can also help justify the urgency of a fix.
Additional information
If available, please provide screenshots, log files, or any other information you think would be helpful to Support to expedite the troubleshooting process.
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