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Important and useful support information about end-of-product support, new service releases, and general support topics.

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Jamie_Gregory
Digital Support
Digital Support

Hello Qlik Users!

We have an article on creating a case but I couldn’t find anything on what kind of information needs to be provided or due diligence requirements. Cases often get stuck in a back and forth loop of trying to get basic information to even start troubleshooting the issue. To help facilitate the process and expedite response times, here are 8 tips for creating a case with Qlik Support.

Enjoy.

 

Tip #1: Help us help you!

Search and let us know what troubleshooting you have done to not duplicate efforts. We have an extensive knowledge base of articles on the Qlik Support Portal as well as Qlik Community. There is also the Qlik Help, community posts on Qlik Community and our Qlik Support YouTube Channel.

Don’t forget: our articles, Help documentation, community posts and YouTube videos are all searchable through Google. Append ‘Qlik’ at the end of your search term to find articles from the Qlik Knowledge Base, Community posts and YouTube videos.

Example: ‘security rules Qlik’ or ‘<specific error> Qlik>

Jamie_Gregory_0-1601555250496.png

 

Tip #2: Provide the correct LEF

All cases require a valid 16-digit license key or License Enabler File (LEF). License keys provide information about the support agreement as well as the product that is entitled to support. Expired license keys are not accepted and a valid key must be provided to the Technical Support Engineer to begin troubleshooting the case.

You can check the expiration of the LEF by going to our LEF site, inputting the 16-digit license key, checking the ‘I’m not a robot’ box (completing the CAPTCHA if required) and clicking ‘Request LEF’. The result will show the expiration of the license next to the ProductLevel.

LEF.gif

If the license key is expired, please reach out to your Qlik champion internally or to your Qlik Account Manager.

Please note: Qlik Sense Business customers have a subscription number rather than a LEF. If a QSB customer, please provide the subscription number in the case (Example: A-S000XXXXX).

 

Tip #3: Take advantage of the Environment Details

Did you know you can set up different environments within the Support Portal? Environment details contain the license, product name, environment type, product version, operating system and more. So, when you’re creating a case, you can select the environment and it provides the information that is required to the TSE. Environments can be created for different products, different environment types (e.g. Production, Development, Test, etc) and different licenses.

It’s important to maintain these environments once they are created. Make sure to update the details when changes occur in the environment (e.g. a product update or an OS update). It’s so often that this step is missed that when creating a case you should notate that the environment details are updated.

 

Tip #4: But really though… has anything changed in the environment?

Have windows updates been applied? Was the Qlik product updated? Did the browser update? Was there an OS update? Did anything change in the firewall? Were permissions changed? Was a policy update pushed out?

These are all things that should be checked (depending on the issue) and verified prior to opening the case because it will be asked if not documented in the case.

 

Tip #5: Be as detailed as possible!

Some say less is more but we disagree. More is definitely better in this scenario. Be as detailed as possible in the description and be sure to include any and all that apply:

  • Provide screenshots, a video, a gif, a sample app to help illustrate the issue
  • Include detailed, step by step instructions to replicate the issue being reported
  • Provide links to any articles used to help troubleshoot
  • Provide the date the issue started, as specific as possible

Case descriptions should never be a one liner.

 

Tip #6: “Say this, not that”

We often get generalized statements that provide zero clarity on the issue. Along with Tip #5 and being as detailed as possible, check out the below chart of phrases to avoid and what to use instead.

Phrases to Avoid

Instead use

“It’s not working.”

“Expected Behavior” and “Actual Behavior”

“It was much faster.”

“In version A it took X amount of time and in version B it takes Y amount of time.”

“It errored.”

“I received the following error: <insert screenshot or type error message>”

“It used to work.”

“<Expected Behavior> worked in version A but we see <Actual Behavior> in version B”

 

Tip #7: Be responsive

Nothing breaks our heart more than to provide solutions then hear nothing back.  It’s important to confirm if the issue was resolved or not. We use your feedback to create and update articles for our knowledge base. Confirming if the resolution worked allows us to address other users with confidence regarding a solution. Plus, no one likes to be ghosted.

 

Tip #8: Try asking on the Qlik Community

Qlik Support is not your only resource for getting help - the Qlik Community is a great place where other Qlik users are always willing to lend a helping hand! Try posting to the Qlik Community for more input and a wider audience. If you have a question, more than likely someone else has the same one. For more information on posting to the Qlik Community, please see Posting to the Qlik Community.

 

I hope you all found these tips useful. If you have any questions, please let me know in the comments below. Be sure to subscribe to the Qlik Support Updates Blog by clicking the green Subscribe button to stay up-to-date. Please give this post a like if you found it helpful!

Thank you for choosing Qlik!

Kind Regards,

Qlik Digital Support

3 Comments
Daniele_Purrone
Support
Support

Yes, following this will definitely help speeding up resolution of issues!

1,544 Views
rva_heldendaten
Partner
Partner

Hi!

I currently have two support cases that are pending since 2 month.

They include detailed descriptions, logfiles, example .qvf/.qvw/.qvd files and even videos that show the issue. Still it feels like we are stuck at Qlik First line support for weeks now.

I remember days when people like Stefan Bäckstrand or Björn Wedbratt provided first class expert support within hours. 

Who can help me to accelerate these cases?

Thx,

Roland

 

 

 

 

1,386 Views
korsikov
Partner
Partner

@rva_heldendaten  If your case is business critical you can ask to escalate the case. Write email to escalations@qlik.com with  case number and  business justification

1,335 Views