Regardless of how well designed and tested an application may be, there will be times when problems arise or unexpected results are returned. iWay Service Manager (iSM) provides tools to assist in testing applications and in helping to locate the cause of a problem.

Tip: Before you contact Customer Support Services (CSS), a key point to consider is the amount of information you can provide to a CSS representative. If more detailed information and guidance is provided, then the time that is required to resolve an issue will be dramatically reduced. For example, you can include a screen capture to help describe a console page issue. In this case, it would be even more helpful to draw a circle around the area in question using a simple graphics editor (for example, Windows Paint). Similarly, iSM may produce multiple trace files that are large in size. Identifying the specific trace file that contains the error for your CSS representative, and if possible, where the error seems to manifest is very helpful.