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Please select the Severity.
Is the problem occurring within Development, Production, QA, or Stage/UAT?
The exact Product version and Patch Level of IdentityIQ that is in use. This can either be obtained from the IIQ Console “About” command or from the Debug > About page. Also any eFixes that have been applied
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Is this occurring in your Production or Sandbox instance?
Is there a workaround to the issue currently being used?
Has this been working previously or is this the first occurrence of the error or issue?
Please provide the steps taken to reproduce and example users.
The exact Product version and build Level of SecurityIQ that is in use. This can be obtained from DB using below query:a) If the installed version is 4.1 or above you can locate this in the Administrative Client in the bottom right hand corner. b) If the installed version is 4.0 or below this can be obtained from DB using below query:SELECT name, value FROM whiteops.system_configuration_value WHERE name='Version'"
Please describe the third-party software.
Is the problem occurring within Development, Stage/UAT or Production? Please specify the affected environment if you have more than one installation.
If the problem is with the agent, please provide agent details and relevant logs.
If this is a monitoring problem, please confirm if this was previously working and that the necessary ports are open. Also the configuration of the Agent components and whether they are on the same server. (Agent Server, Event Manager & Agent Configuration Server etc.)
A detailed step-by-step reproduction of what you were doing and the expected outcome. This can be achieved by the use of screen shots or any recordings reproducing the issue (like an .mp4 file or some other freeware/recording app), if possible.
Which product is IdentityAI pulling data from (ex: IdentityIQ, IdentityNow)?
Is the problem reproducible or intermittent?
Describe the actual outcome and any error output that you can obtain in the form of logs and stack traces. Screen shots should also be included.
Please describe the XML objects
Describe the actual outcome and any error output that you can obtain in the form logs. Screen shots should also be included. For attachments over 20MB, upload these thru our Compass portal at https://community.sailpoint.com/t5/Uploads-to-Support/ct-p/SupportBoxUploads in the form of [case].[date].[version or descriptor].zip or .rar. Please supply the exact file name.
Has the affected system been recently upgraded?
Please check the box if you are a Partner opening this case on behalf of an end customer.
If you are a partner, who is the end customer?
Please confirm you've attached the IdentityIQ logs.
The IdentityIQ logs and the log4j.properties file settings from the server in order to confirm the settings are correct.
Please provide complete system logs. This can be obtained from SecurityIQ/WhiteOPS>Navigation>Health Center>Action> select 'Generate System Logs'
Database version details.
Windows OS details. Please send output of “systeminfo” command from the command prompt.