Installation Guides › Implementation Guide › Diagnose Implementation Issues › Work with Support › Environment Information

Environment Information

Gather as much of the following information as possible and include it when you open a Support ticket:

• The operating system on which the Policy Server is installed, including service pack level.

  Example: Windows 2008 SP2

• The application or web server on which the SOA Agent is installed.

  Example: Windows 2008 SP2, WebSphere 6.1

• The version, including the service pack and the cumulative release (CR), of the Policy Server.

  Note: The SOA Security Manager r12.1 SP3 Policy Server (the "Policy Server") is an extended version of the CA SiteMinder r12.0 SP3 Policy Server.

  Example: r12.1 SP3 CR1

• The version, including the service pack and the CR, of the SOA Agents communicating with the Policy Server.

  Example: r12.1 SP3 CR1

• The policy store type (LDAP/ODBC) and the specific vendor and version.

  Example: Oracle 10g R2

• The specific vendor and version of other SOA Security Manager data stores.
• If applicable, any other CA products, or third–party products integrated with SOA Security Manager.
• Any custom code or third–party authentication schemes that are deployed in the environment. Custom code includes code provided by Global Solutions Engineering (GSE) or code developed by your organization.
• Any changes that were recently made to the environment, such as an upgraded SOA Security Manager component or new hardware.
• When the problem started.

Note: You can use the SOA Security Manager Platform Support Matrix to verify that the issue is not related to an operating system or third–party product that SOA Security Manager does not support. For more information, see the SOA Security Manager Platform Support Matrix.

More information:

Locate the SOA Security Manager Platform Support Matrix