Before contacting the Support Team
Please make sure that your question is not covered by
- the Online Articles
When relevant, ask your colleagues if they face the same issue - if they don't, then compare your environments and detailed steps.
The best way to contact the support team is through this support portal (other possible channels are listed on our website).
When necessary, we can arrange a remote meeting or phone call.
Submitting a Support Ticket
Please provide as many details as possible to help us understand the context and the technologies involved:
- Contact information
Your email address, the customer company affected by the issue
- xDI : "I need to call a webservice for each line read from an Oracle table, and produce XML files with the webservice response".
- xDM: "I need to call a Rest API to enrich my data on authoring"
Version of our tool, Java version, Database, cloud environments, operating systems...
- Implemented Solution
Provide screenshots illustrating how you implemented your need.
When applicable, also provide an "Export models and dependencies" of your mapping/process for xDI, an export of your model for xDM.
- Expected result
Describe what you were expecting to occur. Provide examples of expected data.
- Actual result
Describe the unexpected result. Show the wrong data.
Provide textual error messages (Error log for xDM)
You might have already identified important facts about the issue.
Please share these facts with us: we will gain time and you will get a solution faster!
Once all this is prepared, please submit your ticket from the portal.