Tips to Create a Service Request

Service Requests are raised to notify the support team of issues observed in the product. When the troubleshooting tips do not help resolve your issue, you can contact TIBCO Support and/or raise a Service Request.

To provide as much information about the issue as possible, you may want to include the following information in the Service Request:

  • Summary of the problem along with the exact error message obtained, if any.
  • Steps to reproduce the problem.
  • Screenshots if they aid to describe the problem.
  • Attach the BPMNode, SystemNode, and tibcohost log files available on your system at C:\ProgramData\amx-bpm\tibco\tibcohost\Admin-AMX BPM-AMX BPM Server\nodes\BPMNode\logs. You may want to set the logging level to DEBUG or TRACE to get as much details as possible.
  • Hardware and software on your environment. Information such as the release version, patches applied, or additional information such as your environment being an HA-FT or distributed system can be helpful.
  • Projects or DAA that can be used to reproduce the problem.
  • See Troubleshooting a Crash for additional information that may help diagnose a crash.
  1. TIBCO ActiveMatrix BPM Product Version
    The version of the product is important information that helps investigate the issue at hand and suggest possible resolutions. For issues observed after a product has been released, hotfixes are released when a critical issue has been fixed, and Late Breaking News (LBN) are released to provide users with the information about an issue and workaround, if any. If you know the correct version, you may be able to find information regarding the issue from the hotfixes, LBN, or from the TIBCO Support Site.