Technical support : Reporting Rational Statemate problems

Reporting Rational Statemate problems

When Rational Statemate is running, you may want to use the problem reporting facility from the Statemate Help menu.

To send an automated problem report:

1.
In Rational Statemate, choose Help > Generate Support Request to open the Generate Support Request window.
2.
Review the Statemate Information and System Information areas to verify their accuracy.
3.
From the Impact dropdown list box, select the severity of the problem.
4.
In the Summary box, summarize the problem.
5.
In the Problem box, type a detailed description of the problem.
6.
If possible, take a snapshot of the problem and attach it to the problem report. Click the Statemate Window Snapshot button or Screen Snapshot button, whichever is applicable, and select the snapshot file from wherever you have it on your machine.
7.
8.
Include an item description for each item in the Attachment Information area, if needed.
9.
Click Preview and Send to submit the report.

The problem report is recorded in the Rational Statemate case tracking system and put into a queue to be assigned to a support representative. This representative works with you to be certain that your problem is solved.

Note: If your Rational Statemate system crashes, it displays a message asking if you want to send a problem report to technical support about this crash. If you select to send the report, the system displays the same online form that is available from Help > Generate Support Request. However, this form contains information about the crash condition in addition the information that is usually filled in describing your system. Add any more information that you can to help the support staff identify the problem and then click Preview and Send to submit the report.