Partner Guide: How to Prepare and Collaborate with Qlik Data Integration 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.

Before contacting Qlik Talend 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
• 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
• Partner Case Submission Template
• Summary of the Problem
• Customer Information
• Files Attached

General Expectations Before Submitting a Case

Isolate What Is Affected

Identify which Qlik product, source endpoint, target endpoint, environment, or system layer is experiencing the issue.

For example, if a task fails in Qlik Replicate on Windows, check whether the issue occurs in a single task or across all tasks, whether it happens during full load or CDC, and whether it is related to a specific table or the data itself.

Similarly, if the issue occurs in only one environment (e.g., Production), ask the customer to confirm whether it can be reproduced in a test environment, or test in your own environment to determine if the issue is environment-related.

Provide Product and Version Information

Always include the exact product name, version, source endpoint, target endpoint the customer is using. 

Many issues are version-related, endpoint-related 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 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 you used for testing
• The exact steps you followed
• Screenshots showing your process
• Any sample data, DDL, or setting 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 Diagnostic Package with the entire original log file (using, for example, FileCloud).

Support requires the full verbose logs and task settings to understand the overall context and verify that the partial information provided is accurate and complete.

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

Additionally:

• Specify which logs you reviewed(If there are a large number of log files, please specify the exact log file name).
• Confirm that the customer has provided complete, untrimmed logs and decrypted logs if necessary for certain data errors.
• Include logs from both the customer's environment and your own reproduction tests
• Change the log level to VERBOSE temporarily, reproduce the issue, and share the Diagnostic Package with us.
  
  Providing both sets of logs allows Support to understand what tests have been performed and to verify 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 have you reviewed (such as logs and configurations)?
• What steps did you take to isolate or reproduce the issue?
• What have 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 is still unresolved, outlining what you have already tried helps Support address it more quickly and effectively.

Submit All Related Files You Investigated Or Used For Replication

Attach all relevant files you have 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 enables Support to verify whether the same issue occurs under the same conditions and to determine if the problem is reproducible, environment-specific, or specific to the customer’s configuration.

This includes (but is not limited to):

• Log files (such as server logs, Windows Event logs, job logs)
• Screenshots: If an error appears in the UI, please include screenshots showing the error message or any screenshots that help illustrate the issue
• Sample data that causes the issue
• Affected Table DDL(both source and target)
• Output of change table (ct table)
• Any other relevant information that may help explain the issue
• Including specific details for the issue, such as:
  • The exact time of occurrence
  • Frequency
  • Whether it was a one-time issue or the issue occurs continuously
  • Specific affected table name, column name
  • Specify any triggering conditions or patterns
  • Has anything changed in the environment (including maintenance) or the design of the task
  • If this is related to an upgrade
  • Current status of the issue
  • Background of the issue(such as requirements)

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.

Partner Case Submission Template

This template provides guidance on what to include and how to structure your case.

Summary of the Problem

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

Clearly describe the issue, including:

• A summary of the impact (example: "Unable to resume the task")
• The exact time of occurrence (example: "Since July 10, from 13:55 JST")
• Product Name:
• Product Version:
• Source Endpoint:
• Source Version/ODBC driver version:
• Target Endpoint:
• Target Version/ODBC driver version:
• Operating System: 
  (Such as Windows Server 2019, RHEL 😎
• LogStream / FileChannel Involved

Specify if applicable:

• Task Type: Existing task / New task
• Environment: Production / Development
• Tenant information(only Qlik Cloud)

Find your Qlik Cloud Subscription ID and Tenant Hostname and ID

Customer Information

Only include what is needed based on the case type.

Files Attached

List the files you’ve included in the case and provide a brief description of each.

Summary of your Investigation

Explain what steps you took to investigate the issue before contacting Support.

Examples:

• Logs/files you have reviewed
• Patterns/errors observed
• Assumptions you made (such as suspected cause)
• Whether the issue is reproducible (If it's reproducible, describe the reproduction steps too)
• Troubleshooting steps attempted
• Expected Result
• Observed Result
• Is there any known workaround?
  (Yes / No – please describe)
• Related Community Discussions
  (Please provide a link to the related community, if available.)
• Document Reference Available:
  (Yes / No – provide link if possible)

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

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

Environment

• Qlik Data Integration Products