Installation Guides › Implementation Guide › Diagnose Implementation Issues › Work with Support › Functional Issues

Functional Issues

A functional issue is defined as an issue where SOA Security Manager is not performing as detailed by the documentation. If you are experiencing a functional issue, the following lists the information that helps Support probe for additional details. This information is not required to open a Support ticket, but is information that Support is likely to request. If you provide this information initially, it can reduce the amount of time it takes Support to resolve the issue.

1. Gather environment information.
2. Describe the problem in as much detail as possible, including the steps to reproduce the issue.
3. Attach logs:
   • (Policy Server) If you are experiencing a Policy Server issue, attach the Policy Server log and the Policy Server audit log.
   • (SOA Security Manager Agent) If you are experiencing an Agent issue, attach the Agent log and the corresponding web server or application server error log.

   Note: If you are attaching log files, be sure that the set of files match and that all are from the same time as when the issue occurred.

4. Export the policy store to a SOA Security Manager data information file (smdif) and attach the file.

   Note: For more information about exporting the policy store, see the Policy Server Administration Guide.

5. Attach logs:
   • (Policy Server) If you are experiencing a Policy Server issue, attach the Policy Server profiler log.
   • (SOA Security Manager Agent) If you are experiencing an Agent issue, attach all Agent logs and the web server or application server access log.

More information:

Environment Information

Log Files