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ac-getting-support.md

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copyright lastupdated keywords subcollection
years
2020, 2024
2024-10-31
app-configuration, app configuration, getting help and support
app-configuration

{{site.data.keyword.attribute-definition-list}}

Getting help and support for {{site.data.keyword.appconfig_short}}

{: #ac-getting-help-and-support}

{{site.data.keyword.appconfig_notm}} provides troubleshooting information to identify and resolve problems. {{site.data.keyword.appconfig_short}} also provides several avenues for troubleshooting problems and getting support. Depending on the level of help you need, use the information that is supplied or open an IBM support case. {: shortdesc}

When you have problems while you are working with {{site.data.keyword.appconfig_short}}, consider these options for getting help.

By default, account users don't have access to create, update, search, or view cases. The account owner must provide users access by assigning an {{site.data.keyword.iamlong}} (IAM) access policy. For more information, see Assigning user access for working with support cases{: external}. {: tip}

Creating a cloud support case

{: #ac-cloud-support-case}

For information on how to create a cloud support case, see Using the Support Center{: external}.

Creating a support case for UI issue

{: #ac-ui-support-case}

Collecting the following information can help a faster support case resolution for UI issues,

  • Provide error codes and reference IDs.

  • Save the full URL of the console when the problem occurred, for example: https://cloud.ibm.com/appconfig/provision/ac

  • Include the steps to reproduce the issue, along with your inputs and expected outputs.

  • Note the approximate time that the error occurred.

  • Provide the code version and error details:

    1. Right-click on the console page and select the Inspect or Inspect Element option.
    2. Scroll to the end of the output and copy any errors or stack traces.

  • Provide the network response:

    1. While you inspect the page, click the Network tab.
    2. Refresh the page and reproduce the problem.
    3. Starting at the end of the list, click each request and view the Preview tab. If the request has an "errors" node, expand that node to show the full error.
    4. Click the Response tab and include the full response string and the URL that generated the response.

Creating a support case for non-UI issue

{: #ac-non-ui-support-case}

Collecting the following information can help a faster support case resolution for non-UI issues,

  • guid
  • collection_id
  • Region of the instance
  • environment_id
  • property_id (if the issue is related to property or evaluation)
  • feature_id (if the issue is related to feature or evaluation)
  • segment_id (if the issue is related to segment or evaluation)
  • Error message received