Which support group should be contacted for issues in CIM/DMC integrated environments?

CIM, RTIM, TCIS
Customer Interaction Manager, Real-Time Interaction Manager, TD Channel Integration Services
Teradata Employee

Which support group should be contacted for issues in CIM/DMC integrated environments?

Sometimes it is difficult to tell if an issue is happening in CIM or DMC when the two environments are integrated. How do I tell which support group should be contacted for email or response issues in CIM/DMC integrated environments?

 

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Teradata Employee

Re: Which support group should be contacted for issues in CIM/DMC integrated environments?

This high-level flowchart should help in determining which group should be contacted to begin investigating an issue. It is meant to provide a high level and won’t cover every single case, but should provide a good idea of where to start. 

If there are issues with DMC screens, Mapp should be contacted.

If there are issues with output, Teradata should be contacted if the CIM output job failed. If the CIM output job finished successfully but there is an issue with output, Mapp should be contacted.

If there are issues with response processing, if there are errors in the CIM Response PE log or in the dmc.log for the response poll, Mapp should be contacted. If there are no errors for the poll, then Teradata should be contacted.  A successful DMC response poll looks like this:

2017-01-30 02:13:42,109 :[pool-2-thread-3720] Contacting DMC Server: https://dmcserverdmc.com/companyxyz/api/rest/async/poll?topic=response&limit=30000

2017-01-30 02:14:40,663 :[pool-2-thread-3720] DMC Server responded with Status code 200

 

If additional information is needed on opening incidents with Teradata, visit the TAYS support page.  If additional information is needed on how to open incidents with Mapp for DMC, refer to KSC article KCS005496.

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