You can submit information regarding questions or issues
with Rational® Synergy to Rational Synergy Support by
using the Submit Request dialog box. This dialog
box automatically completes Rational Synergy
and system information, and guides you through adding supporting files,
snapshots, and video captures.
About this task
Start the Submit Request dialog
box by using the Help menu Submit
Support Request option. If you encounter an Unhandled
Runtime Exception error, the dialog box contains a Submit
Support Request button. Click it to start the Submit
Request dialog box.
Procedure
- If you are starting the Submit
Request dialog box, point to the Help menu,
and then choose Submit Support Request.
The Submit Request dialog
box appears.
- Fill in the problem information.
Option |
Description |
Impact |
Select the description that best describes your situation. |
Summary |
Provide a short synopsis of your issue or question. |
Problem |
Describe the problem or question, using as much detail as
possible. |
- Attach supporting information.
Option |
Description |
Add File(s) |
Click this button to open an explorer to the file system,
where you can select one or more files to send to Support. To edit
the file description, double-click it in the Item Description column. |
Add Snapshot |
Click this button to take the snapshot that to be used by
the default screen capture tool. To edit the snapshot description,
double-click it in the Item Description column. |
Add Video Capture |
Click this button to take the video capture. To edit the video
capture description, double-click it, in the Item Description column. |
View/Play, Remove, Remove All |
Select a file, then click View/Play to
view files and snapshots or to play video captures. Select a file,
then click Remove to remove it.
Click Remove
All to remove everything from the selection set. You must
confirm that you want to delete all files before they are removed. |
- Send the request email message to Rational Synergy Support. You can send email manually or automatically.
Option |
Description |
Manual |
To send email manually, fill out the Summary and Problem fields.
After you complete these fields, the Just Text (No Email) button
is active. Click it to open the Formatted E-Mail Content dialog
box. Copy all the information in it to your email tool. Be sure to
add the attachment before sending. |
Automatic |
To send email automatically, click the Preview
and Send button. Be sure to attach the compressed file
to the email before sending it. |
Note: Your administrator might configure the email to go to
a company-internal address. Requests can be reviewed to ensure that
they are valid and do not contain company-confidential information
before going on to Rational Synergy
Support.