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

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
• 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
• Product and Version Details
• Files Attached
• Summary of your Investigation

General Expectations Before Submitting a Case

Isolate What Is Affected

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

For example, if a job fails in Qlik Talend Cloud, try running it directly in Qlik Talend Studio to determine whether the problem is related to the job design or the Cloud execution platform.

Similarly, if a job 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.

When testing, it may help to simplify the job to its minimum reproducible form. 
This can help determine whether a specific component, data input, or logic is causing the issue.

Provide Product and Version Information

Always include the exact product name, version number, and patch level 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 confirm with the customer whether they have purchased Extended Support. For example, at the time of writing, Talend 7.3 is out of support, and the deadline for Extended Support is December 31, 2025.

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.

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

• The exact Qlik Talend version and environment you used for testing
• The exact steps you followed
• Screenshots showing your process
• Any sample data, job exports, 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

Example:

You paste only the following error line:

java.lang.OutOfMemoryError: Java heap space

This tells us what failed, but not why. We need to review the memory allocation settings, job design, and what occurred before the crash, all of which can be found earlier in the full wrapper.log.

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 (example: wrapper.log, technical.log, karaf.log)
• Job export files
• Screenshots: if an error is visible on the UI, please include a screenshot in addition to the logs to give us visual context
• Sample input files or test data
• Re-helper logs (for TMC and Remote Engine Issues Only)

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 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., "All scheduled jobs stopped executing")
• Date and time the issue occurred (e.g., "June 10, between 13:50–13:55 JST")
• Product and environment (e.g., "Talend Remote Engine v2.13.7 in Production")

Customer Information

Only include what is needed based on the case type.

Examples:

• Customer's Company Name: useful for any issue
• Account ID: useful for Talend Cloud issues (required for R&D escalations)
• License Name:required if requesting a patch for TAC

Product and Version Details

Include all relevant versions:

• Talend Remote Engine: v2.13.7
• Talend Studio: v8.0.1-RYYYYMMDD_xxxx
• Java Version: OpenJDK 11
• OS/Cloud Environment: Amazon Linux 2 (EC2 instance)

Files Attached

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

Examples:

(1) Customer Files

• wrapper.log – Captured after issue occurrence
• technical.log, karaf.log, etc.
• Job export file (.zip or .kar)
• UI screenshots showing the issue
• Sample input files used in the failed job
• re-helper logs (for TMC or Remote Engine issues, if available)

(2) Reproduction Files

• wrapper.log, technical.log – Logs generated during testing
• Job export used or modified for reproduction
• Simplified job version (if applicable)
• Sample input data used for testing
• Screenshots showing the result of reproduction
• re-helper logs (if Remote Engine/TMC were involved)

This separation allows Support to assess both the customer environment and the partner’s testing.

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
• Troubleshooting steps attempted (e.g., job simplification, increasing heap, RE restart)

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

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