Collect information for Qlik Sense SaaS support cases

[Ayaka_Hanazono]

Before submitting a support case regarding a SaaS issue, please make sure you have collected all the necessary information so Qlik Support can assist you right away!

Basic Information

• Tenant/subscription details (if you cannot log in to your tenant, please provide the tenant URL and the license serial number) 
• User ID(s): See "How to find a Qlik Cloud user's userID"
• User role (Tenant Admin, Developer, or No Role)
• User access (Analyzer, Professional)
• Subscription Type (Qlik Sense Business, Qlik Sense Enterprise SaaS, or Qlik Sense Business Trial)

Incident information

• The URL that the issue occurred on(https://XXX.eu.qlikcloud.com/sense/app/44778bb1-d9fe-49f8-9ba5-6297eb1626cc/sheet/fa3a3fea-3bbf-4d6d...)
• App ID associated with the error (https://XXX-saas.eu.qlikcloud.com/dataloadeditor/app/cbf3c491-55f0-460b-a0c4-0e1e73783048)
• Time/Date when the issue occurred(Local time & Time zone)
• The error message associated with a screenshot or further detail
• Console messages on the browser's developer tool. (Export a file by right-clicking Save as...)
• Har File: Save network web traffic (HAR/XML file) and console logs from the browser's developer tools 

Reproduction steps (if possible)

1. AAA
2. BBB
3. CCC

Additional information (Depending on the type of issue)

For issues where the information provided by the API calls might be relevant:

• Please append these to your Tenant URL as an authenticated users and paste the response in the support case, if relevant to the issue:
  • /api/v1/licenses/overview
  • /api/v1/licenses/assignments
  • /api/v1/users/me
  • /api/v1/spaces
  • /api/v1/quotas
  • /api/v1/diagnose-claims

For issues concerning errors or unexpected behaviors within apps, the hub or management console:

• Is the application part of a shared or managed space? If so, what is the user role in that space?
• Please, provide if possible, a sample app that we can use to reproduce the issue. Remove all non-relevant data and objects, but make sure that the problem is still present.
• Screenshots or a video showing the problem. Follow this guide for best practices around screenshotting.

For issues concerning reloads:

• the reload logs (In the Hub, click on the app, select Details, and click Reload history)
• detailed information about the source (database? file?) and the connector used
• if possible, the script section that fails
• details about the frequency of the failure: constant, occasional, just once...

For issues concerning global tenant access issues:

• Service Account Owner (SAO) of the Subscription tied to your tenant
• Please confirm the recovery link is available and working for the SAO: Qlik Sense Business user forgets to copy Recovery Link
• IDP - Qlik Account or Third-Party (Auth0, ADFS, Azure AD, or Okta)