When sending metadata to Strategy Technical Support for troubleshooting purposes, it is necessary to include the following information:
Database Specific Information
- What database make and version is used for this Metadata (ex., Oracle 10G)?
- What method was used to export this copy of the metadata database?
- If relevant, under what database user was this metadata database created?
Strategy Specific Information
- What is the Administrator password or appropriate authentication information?
Note: Strategy Technical Support prefers that production administrator passwords are not sent in emails but are instead set to blank in exported metadatas.
- What report(s) or document (s) are relevant to the troubleshooting of this issue?
- Where are the reports or documents located in the Project (i.e. Reports > Subfolder; My Reports > Subfolder)?
- What are the steps to reproduce the issue?
Additional Information:
- It is always preferred that users simplify the relevant report to contain only the attributes, metrics and filters that can reproduce the issue in question. If possible, remove the prompts from the report by including the same filtering criteria into the report filter definition.
- Does the issue occur in any duplicated Metadata that is being sent to Technical Support?
- If moving a metadata to Microsoft Access, follow the instructions listed in technical note "KB4552 - How to duplicate a project's metadata in Strategy 9.4.x - 10.x to a Microsoft Access file". Simply exporting the data from the Metadata tables will make it impossible to use the metadata because of database specific triggers.
- If using an MSIFileTable, ensure that the GUID for the relevant report is present in the MSIFileTable. If it is not, it will not be possible to execute the report. For details on this, refer to Strategy Knowledge Base document "KB12093 - How to enable and use the MsiFileTable Log file for troubleshooting purposes in Strategy Desktop 9.x."
For more information on sending a metadata for troubleshooting purposes, contact Strategy Technical Support.
