Reporting Issues With Copy

As you probably know there will come a time when errors or issues will occur. When that happens it is necessary that a standard set of information collection occurs to be submitted in order to help identify and correct the issue.

I have created a document below that will help to collect the information necessary to provide assistance with issues. I will assign an issue number to each one that I receive so we know how to reference them. When reporting a ticket please include the following:

Please provide all of the following information “in full” so that we have a better understanding of what the business is trying to accomplish

Please note that this is mandatory to avoid spending time requesting this information. Feel free to schedule a meeting to discuss any information not collected in this document or if you need help to create a scenario. Keep in mind I am not on the development team and cannot produce fixes. For any issues that need a ticket internally I am happy to put that together as long as I can "reproduce" the issue. Usually that requires data to accomplish this. Please note that most issues are not volume related and do not need a lot of data to reproduce the issue. Sending data that can help to reproduce the issue helps greatly to illustrate what is occurring.

I have included the link for this information. Please also note that any other information not specifically identified is welcomed as sometimes there are circumstances that require additional information. Please feel free to provide anything you feel that is relevant.

Please email this information to michael.culp@accelario.com, there is a possibility additional questions may need to be answered in order to proceed with a solution.

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Date:

Person Reporting:

Status: <here please include if this has you at a complete standstill>

Business Impact: Please explain the business impact this issue is causing

Workflow Name

Workflow type (ie: offline / online / databases and versions involved, etc)

Source Connection Details (screenshot is helpful)

Destination Connection Details (screenshot is helpful)

Provide the status from the following (3) parameters (screenshot is helpful)

Parallelize Value

Overwrite Value

Indexes Value

Logs and status files from all processes

There are logs with almost all processes associated

Please note there is Status and Log with each process (Prepare / Copy / Finalize), please provide the log information from all of the sources. This is critical

A short explanation of what was attempted, and please include the data that was being processed. Having the data for a particular problem is critical for us to solve or provide a work-around for any issue.

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