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:
- IEM App logs: Found in the Settings tab of the Edge Management Admin view.
- IEM Virtual logs: Available in the Service & Maintenance UI.
- Industrial Edge Device Report: The Edge Device Report contains valuable information about all versions and details of the Edge Device.
- App logs: Available in the Apps view of the Industrial Edge Device
- 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.