Required Basic Information For Qlik Support Cases

All reported Support cases must include basic information and details to enable efficient analysis and investigation by Qlik Support. The relevant details can most of the time be gathered by answering the below Five Ws and How (a.k.a. Six Ws). Additionally supporting material matching the provided details will allow expediting problem solving and identify a solution to any given issue in a timely manner. 

Each question should have a factual answer — facts necessary to include for a report to be considered complete. Importantly, none of these questions can be answered with a simple "yes" or "no"
 

What is the issue about?

• Symptom
• Products
• Error message

• The end-customer
• License
• Support entitlement
• Single end-user 
• Group of users

• Product(s)
• Qlik Service
• Client
• Device
• Environment

• Last working
• Issue occurred
• Frequency
• Occurrence pattern

• Initial troubleshooting
• Qlik Knowledge Base

• Root cause identified
• Known issue
• Workaround

• Log files
• Screenshots
• Sample files
• Data sources
• Qlik applications
• Deployment overview