Information needed when reporting issues related to mashups, widgets, or extensions

When filing a request with Qlik Support related to an extension, widget, or mashup, what information is required?

Environments:

• Qlik Sense Enterprise Server, 3.2 and higher
• Shared Persistence

General Troubleshooting / Considerations:

• If you are getting an error along the lines of "Cannot get X of Undefined":
  • Have all the resources you need loaded?
  • What order are you invoking dependencies?
  • Where are you in the request/response cycle (client requests page > client authenticates > server responds with resources > etc...)

If you are having issues administering (import/export, etc.) a Extension/widget/mashup:
If you are having issues related to administrating mashups/extensions, e.g. you cannot import/export an extension/mashup, it isn't available to users, etc. then raise a Support Case as normal. Please include:

• Description of the issue/error message and how to replicate it if possible
• Description of environment (version of Qlik Sense, where/how the extension/mashup is used, etc.)
• Example username affected
• Time the issue occurs
• Qlik Sense Logs (see How To Collect Qlik Sense Log Files)
• Copy of extension/mashup, see below.

If you are having an issue with the Extension/Mashup itself and are not the Extension/widget/Mashup Author:
If you are not the author of the extension/mashup, please reach out to the author for support.
If this is not feasible, then you may hire Consulting Services to develop a solution for you; either:

1. Isolation of the Point Of Failure (POF) / test-case for the issue (note code review is not in the scope of Support, for this please see How and When to Contact the Consulting Team?)
2. Steps to replicate the issue:
   • Overall description of what you are trying to accomplish
   • Description of environment (version of Qlik Sense, where/how the extension/widget/mashup is used, etc.)
   • Step-by-step description to replicate the problem, images/videos as necessary to clarify
   • What the Expected result is
   • What the Actual result is (Error message)
3. Copy of the Mashup/widget/Extension, either:
   • Navigate to the Qlik Sense fileshare \StaticContent\Extensions\{Your Extension / Mashup Name} folder (as defined in the Service Cluster section of the QMC) and provide a zip file of the mashup, or
   • Go the the QMC > Extensions and export your extension / mashup
   • For widgets: html and css code used

 

Related Content:

• How is custom code supported by Qlik Technical Support?