InterformNG2 Support Handbook

InterformNG2 Support Handbook

When something goes wrong, here is what to do.

A shared playbook for end users, customer IT teams, implementation partners, and anyone who needs to get InterformNG2 back to working. This article covers responsibilities, ticket preparation, diagnostics, escalation, and how to reach Interform.

In this article

  1. Who does what before Interform gets involved
  2. Before you open a ticket
  3. Work through the issue in order
  4. How to escalate well
Part 1 — Process and responsibility

Who does what before Interform gets involved

InterformNG2 is sold in two ways. The support flow depends on which applies to you.

Direct customer. You have a contract directly with Interform. Your internal IT team is first-line. Interform support is second-line.

Partner customer. Your InterformNG2 licence was sold and implemented by an implementation partner. Your partner is first-line. Interform support is second-line — reached by the partner, not directly by you.

Key rule for partner customers

When a partner opens a ticket on behalf of an end customer, the end customer's SLA applies — not the partner's. Partners should always name the end customer in the ticket subject or first message.

1.1 - Who do I contact?
SituationDirect customerPartner customer
End user sees a problemCall internal IT helpdeskCall internal IT helpdesk
IT helpdesk cannot resolveOpen ticket with InterformOpen ticket with partner
Partner cannot resolve—Partner escalates to Interform
Suspected product bugInterform triages, creates Jira issuePartner reports, Interform triages
Template or workflow changeBillable Professional Services via InterformBillable Professional Services via partner or Interform
1.2 Responsibility map
PhaseEnd userCustomer ITPartner first-lineInterform SupportInterform Dev
Detect and reportDoes————
Collect facts and reproduce—DirectPartner——
First-line diagnosis—DirectPartner——
Escalate with evidence—DirectPartner——
Second-line diagnosis———Does—
Bug fix or code change————Does
Configuration fix—DirectPartnerAdvises / billable PS—
Verify fix and close—DoesDoesConfirms—
1.3 Support scope

Important

Where support ends and Professional Services begin.

Support is included in your subscription: bug investigation, configuration guidance for standard use cases, and how-to questions within scope of the product.

Professional Services are billed separately: template design and creation, workflow design, ERP integration setup, upgrade project management, custom development.

When a support investigation reveals that the fix requires PS work — for example, a new template, a workflow redesign, or an ERP connector change — Interform will pause, explain what is needed, and request approval before continuing.

Interform does not perform billable work under the support SLA.

1.4 Availability

1.4 — Support availability

CET business hours

First, second and third-line available. Tier 1 support agents, senior consultants, and — when needed — the development team. This is when complex issues, suspected bugs, and anything requiring code changes are handled fastest.

Outside CET / 24/5

First-line support available Monday to Friday, around the clock. Our team can take your ticket, analyse the issue, resolve licence-related requests, help with configuration questions, and handle most first-line investigations.

SLA tiers

Standard (SLA 1) covers CET business hours. Enhanced (SLA 2) extends to 24/5. Individual (SLA 3) is negotiated per contract. Your SLA tier determines response commitments — see your agreement for specifics.

Part 2 — Ticket preparation

Before you open a ticket

A well-formed ticket closes faster. Always provide:

  • What happened in one sentence. Example: “Printer PRT_WH_01 stopped printing delivery notes at 09:15.”
  • What you expected to happen.
  • When it started and whether it is still happening.
  • Scope. One user, one printer, one document type, or everyone?
  • What changed recently. Upgrade, new printer, new certificate, network change, ERP patch, operating system update.
  • What you have already tried.
2.1 Evidence that speeds up ticket handling

For workflow, template, output, integration, and document-specific issues, attach the relevant exports whenever possible.

  • Export the relevant workflow with dependencies. Include all resources needed to reproduce the problem.
  • Export the relevant template with dependencies if the issue concerns layout, formatting, fonts, images, barcodes, tables, overlays, or output appearance.
  • Export the relevant Job Log entries for the failed or suspicious run. Filter by time, workflow, or log info key before exporting.
  • Attach a sample input file or payload if the problem depends on specific input data.
  • Attach screenshots of the error, System Monitor, licence page, or workflow configuration when relevant.

Best practice

When in doubt, attach the workflow or template export with dependencies and the Job Log export. These two items often allow support to understand the case without asking for basic follow-up information.

2.2 Standard diagnosis checklist

For every ticket

  • InterformNG2 version: exact version, for example 4.2.3
  • Platform: Windows or IBM i
  • Operating system version
  • License Number

IBM i tickets additionally

  • QSRLNBR: system serial number
  • System ID
  • Model and feature codes

Windows tickets additionally

  • System ID from System Information in NG2 admin
  • Virtualisation type: VMware, Hyper-V, etc.

Performance issues additionally

  • Java heap allocation and current usage from System Monitor
  • Number of tenants vs licensed maximum
  • Database connections and pending tasks
  • Current and peak thread count
  • Operating system uptime
Part 3 — Diagnostic framework

Work through the issue in order

Use this part when the basic checks did not resolve the issue, and you are the person tasked with finding out why. The decision tree is the generic path for any InterformNG2 issue. Work through it in order. Stop as soon as you find the cause.

3.1 The decision tree

Step 0 — Is this actually an InterformNG2 issue?

  • Did anyone successfully use InterformNG2 in the last hour?
  • Is the target device reachable (ping, test page from its own web UI)?
  • Did the ERP actually generate the document or send the job?
  • If no to any, fix that first — the issue is outside InterformNG2.

Step 1 — Is the InterformNG2 service or subsystem running?

  • Windows: Services → “InterformNG2”
  • IBM i: WRKACTJOB SBS(IFORMNG2) — expect NG2SERVER and NG2MONITOR
  • Linux: systemctl status iformng2
  • If stopped, check why it stopped before restarting.

Step 2 — Can you reach the InterformNG2 web interface?

  • Open the admin URL. Does it load? Can you log in?
  • If login stops at tenant selection on v4.2.0+, this is a known certificate issue.
  • If the UI is unreachable, it is usually service, network, or TLS.

Step 3 — Does the Job Log show the job?

  • Open Admin UI → Job Log. Filter by time, workflow, or log info key.
  • If the job is not in the log — InterformNG2 never received it. Problem is upstream (ERP, spool queue, connector, network).
  • If the job is in the log — read the status and any error.

Step 4 — Does the Job Log show an error related to the document?

  • Expand the job. Read the error text.
  • Common: PKIX (certificate), timeout, printer offline, template not found.
  • If no error and status “completed” — InterformNG2 did its job. Problem is downstream (printer, email server, archive).

Step 5 — Check System Monitor

  • Admin UI → System Monitor.
  • Java heap above 80% for 5+ minutes → increase heap or restart.
  • Failed workflows → search interformng2.log for “Error starting workflow”.

Step 6 — Check licensing

  • Admin UI → License view. Is the licence valid? Expiry date in the past?
  • Tenant count vs licensed maximum. Printer count vs maximum.

Step 7 — Check certificates

  • PKIX errors mean Java does not trust a server certificate.
  • Fix: import CA or leaf cert into Java truststore using keytool.

Step 8 — Check the system log directly

  • Windows: <install>/logs/interformng2.log
  • Search for “Error starting workflow”, “Exception”, “PKIX”, “timeout”.

Step 9 — Still unresolved?

  • Direct customer: open ticket with Interform support.
  • Partner customer: open ticket with your partner.
  • Attach: version, platform, Job Log entry, interformng2.log excerpt, System Monitor screenshot, workflow or template export.
Part 4 — Escalation

How to escalate well

A good escalation to Interform or to the partner contains:

  • A one-line summary — what is broken, for whom, since when.
  • Business impact — is production stopped? One user or many?
  • Reproduction steps — exactly what you did.
  • Evidence — screenshots, log excerpts, ticket number, workflow name.
  • Exports — relevant workflow or template export with dependencies, plus exported Job Log entries where applicable.
  • What you have ruled out — the steps from the decision tree you have already completed.

Vague tickets such as “printing not working” slow everyone down. Specific tickets with evidence close faster.

Attach these when relevant

  • Workflow export with dependencies for workflow logic, integration, routing, email, archive, split, merge, or component-related issues.
  • Template export with dependencies for layout, formatting, fonts, barcodes, images, tables, overlays, or PDF/output issues.
  • Job Log export for the relevant failed, completed, or suspicious job.
  • System log excerpt from interformng2.log around the same timestamp.

Escalation tiers

TierWhoWhen
Tier 1First available support agentAll new tickets
Tier 2ConsultantsTier 1 cannot resolve
Tier 3Development team — Jira issue createdSuspected bug or code change
Tier 4Head of Customer SuccessAccount-level escalation, SLA risk, or critical account situation

SLA reminder

Interform commits to response times. Resolution times are not contractually guaranteed and depend on complexity and on the quality of the information provided.


    • Related Articles

    • Worked examples

      Part 5 — Worked examples Scenario guides and worked examples Three real situations, walked through using the same diagnostic decision tree. Use them as patterns for reasoning, not as scripts. In this article Document or printer issue Licensing issue ...