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How is custom code supported by Qlik Technical Support?

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Andre_Sostizzo
Digital Support
Digital Support

How is custom code supported by Qlik Technical Support?

Last Update:

Apr 16, 2021 10:11:54 AM

Updated By:

Andre_Sostizzo

Created date:

Sep 3, 2019 10:20:46 AM


Definition of Custom Code
Custom code is referenced in this article as any developed piece of code processed by Qlik products such as but not limited to:

  • in application load scripts
  • in-app expressions
  • security rules*
  • Filters 

Not referenced as "Custom Code" is any third-party code and workflows from custom applications that interact with Qlik Products including but not limited to:

  • Extensions (excluding Supported Extensions)
  • QlikView Macros
  • Embedded web applications or mashups
  • Third-party authentication solutions

For these above not referenced as "Custom Code" a better definition would perhaps be of third party code, and best effort support will be carried at the discretion of the assigned Technical Support Engineer.
 
Determining Point of Failure (POF)
Depending on the complexity of the custom code, it may not be feasible for Qlik Product Support to reverse-develop the code in attempt to dissect and find the point-of-failure (POF). Note that this is not the same as determining the root-cause of the failure. Providing the POF consists of pin-pointing demonstratively the area of the code where the issue occurs. (e.g. specific function, operation, etc.)
 
When requesting assistance from Qlik Support, the POF may be requested at the Technical Support Engineer's discretion along with respective evidence.

Determination of point of failure falls within "development task" category. Additional Information on support for development tasks (how-to) is covered under How and When to Contact the Consulting Team?
 
Example Scenario
A common situation where support would be limited is a change in behavior of custom code after an upgrade of the Qlik product.
 
In this scenario, Qlik Support will engage in troubleshooting, and if relevant, will request environmental files so that the issue can be reproduced internally in order to confirm the difference of behavior between the two product versions.

Requested files could include but not be excluded to:

  • Qlik Files (.qvw/.qvf/.qvd)
  • Sample Data
  • Report Template
  • API String and Settings
  • Other configuration files

If confirmed, further investigation may be performed by Qlik. Otherwise, best-effort support will be carried out until the POF is provided to Qlik Technical Support.
 
*Further Information on Security Rules Development: Collection of Specific Rule Scenarios and Customization of Qlik Sense Security rules

Environment:

  • Qlik Products
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Last update:
‎2021-04-16 10:11 AM
Updated by: