Reporting Rational Rhapsody problems from the software

When you have the product open, you might want to use the problem reporting facility from the Help menu.

Procedure

  1. In IBM® Rational® Rhapsody®, select Help > Generate Support Request to open the Generate Support Request window.
  2. If requested, enter your ICN (IBM customer number), select your Geographic Region and click OK to access the Generate Support Request form.
  3. Review the Rhapsody Information and System Information areas to verify the accuracy of the automatically entered data.
  4. From the Impact field, select the severity of the problem.
  5. In the Summary field, summarize the problem.
  6. In the Problem field, type a detailed description of the problem.
  7. If possible, take a snapshot of the problem and attach it to the problem report. Click the Rhapsody Window Snapshot button or Screen Snapshot button, whichever is applicable, and select the snapshot file from wherever you have it on your machine.
  8. If possible, add the model, active component, files, and a video capture or whichever you can by using the buttons in the Attachment Information area.
  9. Include an item description for each item in the Attachment Information area, if needed.
  10. Click Preview and Send to submit the report.

Results

The problem report is recorded in the case tracking system for the product 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 Rhapsody system unexpectedly shuts down, it displays a message asking if you want to send a problem report to technical support. 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 problem encountered in addition to the information that is typically entered to describe your system. Add any more information that you can to help the support staff identify the problem and then click Preview and Send.

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