Information needed for Services to initiate troubleshooting

When you need to contact customer support, collect as much information as you can. The following steps include the questions that you need to answer about the problem and the information to collect.

	Note:
	Steps 3 to 11 are mandatory.

#	Task
1	You must update Experience Portal with the most recent Service Pack installed on the system. You can get the latest Service Pack from the Avaya Support site at http://support.avaya.com.
2	Check if the issue is a known issue that is listed as Product Support Notice (PSN). PSN’s are posted on the Avaya support site at http://support.avaya.com under the appropriate release in Experience Portal product category.
3	Detailed description of the issue.
4	Release information of the Experience Portal on which you are facing the issue.
5	Is the system a fresh install or an upgrade. In case of an upgrade, from which version is the system upgraded.
6	Version of the RHEL or Avaya Linux installed.
7	Total Number of EPM and MPPs deployed; along with the port and license information.
8	Versions and license information of CM (PBX/switch), ASR and TTS.
9	Remote access details for accessing the machine remotely to debug the problem.
10	Warning and Errors seen in the logs. Export the alarm logs/Log Report from EPM web page.
11	Collect the EPM and MPP logs. For details see, Collecting logs from EPM and Collecting logs from MPP.
12	Special instructions, if any.