Partner Guide: How to Prepare and Collaborate with Qlik Data Analytics Technical Support

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This article aims to help you facilitate the most effective way to collaborate with Qlik Support. It defines your responsibilities as a partner, including reproducing issues, performing basic troubleshooting, and consulting the knowledge base or official documentation.

For the Qlik Talend guide, see Partner Guide: How to Prepare and Collaborate with Qlik Talend Technical Support.

Before contacting Qlik Data Analytics Technical Support, partners must complete the steps outlined in Qlik Responsible Partner Duties and should review the OEM/MSP Support Policy to understand the scope of support and the expectations on Partners.

• Partners are required to complete the steps outlined in this article before submitting a support case.
• It is the partner’s responsibility to answer the customer's questions to the best of their ability by referring to documentation, the Qlik Community, previous cases, and online resources before submitting a case or commenting on an existing one.
• For high-priority or urgent issues, it is acceptable to raise a ticket early. However, the responsibilities outlined in the article still apply at every stage of the case. 

Content

• General Expectations Before Submitting a Case
• Isolate What Is Affected
• Provide Product and Version Information
• Reproduce the Issue in Your Environment
• Always Provide Complete (Not Partial) Logs
• Describe What You Have Already Investigated
• Submit All Related Files You Investigated Or Used For Replication
• Submit the Case Using Your Partner Account
• Partner Case Submission
• Template
• Summary of the Problem
• Customer Information
• Files Attached
• Summary of your Investigation

General Expectations Before Submitting a Case

Isolate What Is Affected

Identify which Qlik product, environment, product configuration, or system layer is experiencing the issue. 

For example, if a task fails in Qlik Sense Enterprise on Windows, try running it directly in Qlik Sense Management Console to determine whether the problem is transient. Also, try running a different task to determine whether the problem is task-specific.

Similarly, if a reload fails in one environment (e.g., Production), inform the customer to try running it in another (e.g., Test) to confirm whether the issue is environment-specific.

Provide Product and Version Information

Always include the exact product name, version, and patch (or SR) the customer is using. 

Many issues are version-specific, and Support cannot accurately investigate the issue without this information.

If the product the customer is using has reached End of life (EOL), please plan the upgrade. If the issue can be reproducible on the latest version, please reach out to us so that we can investigate and determine whether it's a defect or working as designed. 

For End of Life or End of Support information, see Product Lifecycle.

Reproduce the Issue in Your Environment

Partners are expected to recreate the customer’s environment (matching versions, configurations, and other relevant details) and attempt to reproduce the issue.

If you do not already have a test environment, please ensure one is set up. Having your own environment is essential for reproducing issues and confirming whether the same behavior occurs outside of the customer’s setup.

In addition, please test whether the issue occurs in the latest supported product version. In some cases, it may also be helpful to test in a clean environment to rule out local configuration issues. If the issue does not occur in the newer version or a clean setup, it may have already been resolved, and you can propose an upgrade as a solution.

See the Release Note for the resolved issues.

Regardless of whether the issue could be reproduced, please include: 

• The exact Qlik Product version and environment information (OS, Browser, etc)
• The exact steps you followed
• Screenshots showing your process
• Any sample apps, data files, or configuration files used during testing
• A summary of your results (such as “Reproduced same error,” or “Could not reproduce – no error occurred”)

Always Provide Complete (Not Partial) Logs

While pasting a portion of the log into the case comment can help highlight the main error, it is still required to attach the entire original log file (using, for example, FileCloud).

Support needs the full logs to understand the broader context and to confirm that the partial information is accurate and complete. 

It is difficult to verify the root or provide reliable guidance without full logs.

Additionally:

• Specify which logs you reviewed
• Confirm that the customer provided full, uncut logs, not only short fragments
• Include logs from both the customer's environment and your own reproduction tests
• If possible, change the log level to DEBUG temporarily and share it with us
  
  Providing both sets of logs allows Support to see what testing has been done and whether the same error occurred during reproduction. 

Describe What You Have Already Investigated

Please do not simply forward or copy and paste the customer’s inquiry.

As a responsible partner, you are expected to perform an initial investigation. In your case submission, clearly describe:

• What you reviewed (such as logs and configurations)
• What actions you took to isolate or reproduce the issue
• What you analyzed, tested, or attempted
• What you concluded or suspected based on your investigation (such as why you think it is a bug, why you think the problem is occurring)

Sharing this thought process:

• Helps Support understand your assumptions
• Avoids duplicated effort
• Demonstrates that the case is ready for advanced-level investigation

Even if the issue remains unresolved, outlining what you already tried helps Support move forward faster and more effectively.

Submit All Related Files You Investigated Or Used For Replication

Attach all relevant files you received from the customer and personally reviewed during your investigation, as well as all relevant files you have used when reproducing the steps.

Providing both the customer’s files and your reproduction files allows Support to verify whether the same issue occurred under the same conditions, and to determine if the problem is reproducible, environment-specific, or isolated to the customer's configuration.

This includes (but is not limited to):

• Log files (e.g. Qlik logs, Connector logs, Windows Event logs, Server Stats, Har file, etc, if necessary)
• Screenshots: If an error is visible on the UI, please include the error message and accessed page URL.
• Sample input files or test data

Submit the Case Using Your Partner Account

All support cases must be submitted using your official partner account, not the customer's account.

If you do not yet have a partner's account, contact Qlik Customer Support to request access and to receive the appropriate onboarding.

Partner Case Submission

Review the support policy and set the case severity properly. See 
Qlik Support Policy and SLAs

Template

This template helps guide you on what to include and how to structure your case.

Summary of the Problem

What happened? When did it happen? Where did it happen?

Clearly describe the event, including:

• A brief summary of the impact (e.g., "Unable to login to Qlik Sense Enterprise on Windows hub")
• Date and time the issue occurred (e.g., "Since July 10, between 13:50–13:55 JST")
• Product (e.g., "Qlik Sense on Windows Nov 2024 Patch 7")
• Environment: OS version, Browser, etc

Customer Information

Only include what is needed based on the case type.

Examples:

• Customer's Company Name
• License number
• Tenant information (only Qlik Cloud):
  Find your Qlik Cloud Subscription ID and Tenant Hostname and ID

Files Attached

List the files you have included in the case and what each one is.

Summary of your Investigation

Explain what investigation was done before contacting support.

Examples:

• Logs/files you reviewed
• Patterns/errors observed
• Assumptions you made (e.g., suspected cause)
• Whether the issue is reproducible (If it's reproducible, describe the reproduction steps too)
• Troubleshooting steps attempted

Thank you! We appreciate your cooperation in following these guidelines.

This ensures that your cases can be handled efficiently and escalated quickly when necessary.