To ensure your Service Request in SiePortal is handled efficiently, please follow these guidelines:
- Language: Create the Support Request in English.
- Product Selection: Choose the correct product in the project tree based on your issue.
- Log Attachments: Attach all necessary logs to the Service Request:
- Info from IEM:
- Info from IED:
- Additional Information: Include the following details in your Service Request:
- IEM Type: Specify whether it's IEM Cloud, IEM Pro, or IEM Virtual.
- Network Infrastructure: Provide information about the network setup (e.g., Proxy).
- Other Components: Mention any other components in use.
- Alternative Information: If you cannot provide the log files, please include:
- IEM App Version
- IP-based or DNS-based IEM
- IED Type: e.g. IPC227E, Unified Comfort Panel, etc.
- IED Runtime (IERT) Version
- Used Apps: List all apps along with their versions.
Optional Advanced information
- Screenshots with Error messages
- What also really helps to narrow down the root cause and understand the problem is if you also provide screenshots from user perspective what is the error message or strange behavior.
- App and Device Configuration for replicating the problem in test environment
- Depending on the complexity of the problem we might further ask for the configuration of the Applications and IEDs to be able to replicate the issue in our test environment. Please provide as much context as possible so that we can replicate the issue which significantly speeds up the process for solving the bug
- This can be for example sharing the backup file of IIH application