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What are the minimum qualifying artifacts for a support case?

As a Pega client, you have performed support self-service to no avail. You are now preparing to create a support case, as instructed by the support team in response to your question in the Pega Collaboration Center.

What minimum artifacts must you gather and attach to your support case?

Providing the minimum artifacts related to your support case expedites its root cause analysis and resolution.

When you create a support case in My Support Portal, you see a form that guides you in attaching the artifacts based on the preliminary information of your case.

Here are some example artifacts:

  • Pega Community content consulted (links)
  • Pega logs
  • Application server logs
  • Utility-specific logs
  • Performance tool (PAL) results
  • Tracer results, if applicable
  • JVM settings, if applicable
  • System settings (prconfig.xml file settings or Dynamic System Settings, DSS)
  • Screen captures, preferably in a Word document with the Steps to Reproduce the issue

The list above identifies the basic minimum artifacts that you should attach to your support case. The support team will guide you in collecting additional artifacts that might be needed for the special attributes of your case (product and version, deployment and environment details, product capability, and so on.)

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