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Alert:Alerts are important pieces of support information that can include:
Base Release: A Base release is a complete set of software products for a release. It requires a new license file from Cadence to use the Products in it. For a first-time order, you need the Base release.
Breadcrumb: A Breadcrumb is a set of links that is shown at the top of most pages of the Cadence Support site that indicate where that page resides in the site hierarchy and also provides the ability to navigate to these other levels of the site.
Cadence Change Request (CCR): A Cadence Change Request (CCR) is an enhancement or bug fix that has been created for Cadence R&D to track requested changes to Cadence's products. These changes previously were referred to as PCRs or Product Change Requests. Limited information is displayed on Cadence Support site about each CCR. Refer to the associated Case for further details about the problem or issue that led to the creation of the Cadence Change Request.
Cadence Platform: A Cadence Platform is a grouping for Cadence products that collects similar products together.
Case: A Case is a way for customers to report issues, problems, or questions about one of Cadence's products to Customer Support.
Case Group: Case Groups are used in the Case and Cadence Change Request (CCR) areas to allow you to view Cases and CCRs that were created on behalf of your colleagues. If you are a member of a Case Group, you will see a drop-down menu on View Requests page providing you with the ability to select each of the Groups which you are configured to view.
Case Status: Reflects the current state of the Case. The list of Statuses is shown below:
| Status | Definition |
|---|---|
| Closed | All work has been completed on the Case. |
| Completed | Case work is completed and the Case will be Closed shortly. |
| New | Case has been created, but work on it has not been started. |
| Transfer | Case is awaiting transfer from one AE to another. |
| Wait/CCR | Case is waiting for R&D to resolve the S1 or S2 Bug or any Enhancement CCR. |
| Wait/Critical CCR | Case is waiting for R&D to provide either an Engineering Hotfix (EHF) or a workaround to resolve the S0 or Urgent S1 problem. |
| Wait/Cust | A response from the customer is needed before work on the Case may resume |
| Wait/Expert | Guidance, assistance, or other information is being requested by the AE working on the Case |
| Wait/Release | CCR attached to the Case is fixed by R&D, but the release containing this fix is not yet available. |
| Working | AE is currently working on the Case. |
CCR Reported Request Type: Used to indicate the nature of the request made as judged by the requestor.
| Request Type | Description |
|---|---|
| Bug | Request to correct anomalous or erroneous behavior of existing product functionality. |
| Enhancement | Request for a new feature or capability to be added to the product. |
CCR Reported Severity: The severity of a reported problem or the importance of a requested enhancement (or question) as judged by the requestor. Note that Reported Severity and Severity values may differ due to resource availability, software release schedules, product marketing factors and whether or not a workaround is available for a reported problem. Contact Support if you believe that Severity should be reconsidered.
| Severity | Definition |
|---|---|
| Critical (0 - No Workaround) |
Production stopping defect on a production release that has no acceptable workaround and the current task cannot be completed. |
| Important (1 - Workaround) |
Production stopping defect with an acceptable workaround that will allow a task to be completed if the problem is encountered. Or, a severely production limiting defect having negative impact on end user productivity, but, if encountered will not prevent task completion. |
| Minor (2 - Minor) |
Product deficiencies that are neither production stopping nor production limiting if encountered. |
CCR Reported Urgency:Used to indicate how quickly a resolution is required as judged by the requestor. Urgency fields address the need for quicker than standard response. Severity fields provide the indicator of how bad a problem is technically.
| Urgency | Definition |
|---|---|
| Urgent | Immediate help getting customer working is required |
| Default | Fix needed when available under standard maintenance planning/fixing cycles. Default value. |
CCR Request Type: Used to indicate the nature of the request made.
| Request Type | Description |
|---|---|
| Bug | Request to correct anomalous or erroneous behavior of existing product functionality. |
| Enhancement | Request for a new feature or capability to be added to the product. |
CCR Severity: The severity of a reported problem or the importance of a requested enhancement as judged by the Cadence product team. The Cadence employee representing the end user will work with the product team to resolve differences between Reported Severity and Severity. Severity is not set until a CCR has been evaluated and is typically not set as long as the State is either Review or Submitted.
| Severity | Definition |
|---|---|
| Critical (0 - No Workaround) |
Production stopping defect on a production release that has no acceptable workaround and the current task cannot be completed. |
| Important (1 - Workaround) |
Production stopping defect with an acceptable workaround that will allow a task to be completed if the problem is encountered. Or, a severely production limiting defect having negative impact on end user productivity, but, if encountered will not prevent task completion. |
| Minor (2 - Minor) |
Product deficiencies that are neither production stopping nor production limiting if encountered. |
| Not Specified | Cadence R&D has not yet updated Severity field value. |
CCR State: Reflects the current state of the CCR within its respective Cadence product team. The list of States is shown below:
| State | Definition |
|---|---|
| Done | Used by requester to indicate agreement that no further action will be taken for a CCR previously marked Void, Unreproducible, or More Info Needed |
| Void | The CCR is invalid or does not require product changes. No further action will be taken unless more information is provided by the requester. |
| Inactive | There is no plan to implement the request. |
| Unreproducible | The problem described cannot be reproduced. No further action will be taken unless more information or a better test case is provided by the requestor. |
| RTM | The implemented product change has been released to Cadence Manufacturing and is available for delivery to the end user. |
| Checked_In | The requested product change has been implemented by the product development team and is awaiting internal verification. |
| Validated | The implemented product change has been verified by Cadence Customer Support or Product Validation teams. |
| Review | The CCR is being reviewed by the Cadence Customer Support team prior to being assigned to the Product Development team. |
| Submitted | The CCR has been submitted to the Product Development team for evaluation. |
| Evaluated | The request has been analyzed and has been found to be valid and actionable. Severity is set and the CCR is awaiting final disposition. |
| More Info Needed | The CCR requires additional information from the requester before evaluation can continue. |
| Unactionable | During review, customer support engineer has found the problem as reported to be unactionable. CCR is assigned to requester, who will either supply more information and resubmit CCR or will change state to DN (Done) to indicate that no further action is required. |
| Characterized | Initial assessment of severity has been made. |
| Rejected | Build with implemented code has failed its test and is awaiting redispositioning. Decision may be to plan rework for the current release, to defer to a future release, or to inactivate the CCR. |
CCR Urgency: Used to indicate how quickly a resolution is required. Urgency fields address the need for quicker than standard response. Severity fields provide the indicator of how bad a problem is technically.
| Urgency | Definition |
|---|---|
| Urgent | Immediate help getting customer working is required |
| Default | Fix needed when available under standard maintenance planning/fixing cycles. |
Design Community: A Design Community is an online area where Cadence collaborates with customers and partners on key topics. Each community includes Blogs and Forums where users can discuss their experiences with and exchange ideas on topics with the rest of the community.
Design Task: Design Tasks are a content delivery model that is organized into a tree-based information model that addresses in sequential order the top design challenges for each stage of the design lifecycle.
Document Type: Document Types are categories of support content that can be used to filter searches and browse content so that only certain categories are shown.
Electronic Software Downloads (ESD) site: The Electronic Software Downloads (ESD) site, also frequently referred to solely as the Downloads site, provides you with the ability to obtain Cadence software electronically.
Electronic Transfer Agreement (ETA): The Electronic Transfer Agreement (ETA) details an agreement that many companies sign with Cadence to prohibit their employees from obtaining software on physical media. When a company has an ETA in place with Cadence, they can avoid paying sales tax on software purchases as long as they do not receive physical media directly from Cadence.
JIRA issue: A JIRA Issue is an enhancement or bug fix that has been created for Cadence R&D to track requested changes to Cadence's products. Limited information is displayed on Cadence Support site about each JIRA issue. Refer to the associated Case for further details about the problem or issue that led to the creation of the JIRA issue.The JIRA issues are only applicable to IP cases and not to software products cases.
Host ID: A license server Host ID is a unique alpha-numeric character string that identifies the license server hosting Cadence products and is in most cases the system's MAC or Ethernet address. The Host ID may also be the Dongle ID if a local Windows environment is being used in conjunction with the dongle hardware.
Each license server has its own license file based on its Host ID unless the license file is for fault-tolerant licensing. The Host ID in the license file must match the Host ID of the license server. The license file in turn specifies the products that have been licensed and the product license expiration date.
The Host ID binds Online Support use in several aspects. Since the Host ID is associated with the Cadence products a customer has a license for, as long as the license file has not expired customers are provided the ability to register for and use Online Support. The ability to use specific Online Support features, particularly the submission of Service Requests, is based upon the products associated with the license file. The Host ID with a valid license also provides additional access to other resources such as Software Update.
Finding your Host ID
Getting the Host ID from the license (server) is dependant upon the ability to log into and access the license service. If you know the name of the license server, have access to it, and if the Host ID is in the form of a MAC address, run the command lmhostid on the license server or look at the license file.
The Host ID can also be obtained through viewing the license file. Getting the license file is dependent upon access to the license server. The license file can be obtained by looking at the variables CDS_LIC_FILE or LM_LICENSE_FILE. The variable can be set in one of the following ways.
Hotfix Release: A Hotfix contains patches to a Base or Update Release, and is applied to an installed hierarchy. Hotfixes are cumulative and contain the latest set of all previous Hotfixes. These are installed on top of a Base or Update release.
License file: A license file is necessary to control access to Cadence products. Each license file enables a specific set of products based upon what you have purchased from Cadence or one of its partners.
Limited Online Support: A Limited Online Support account is granted restricted access to selected areas of the Cadence Support site. Users who register with a Reference Key are typically considered Limited Online Support users.
Login ID: A Login ID is the email address with which you registered for access to the Cadence Support site.
Page Tools: Each page on Cadence Support site includes a standard set of tools to perform common functions such as printing, getting Help on and providing feedback. These are collectively referred to as Page Tools. These are available on top right of the page.
Planned Release: The internal name of the release in which an approved product change is planned to be delivered. A link is provided to view the Cadenced Release Schedule. For 'hot fixes' and patches delivered after the initial release of a new product version, a specific release name is often not given and all that is conveyed is that the reported defect is planned to be implemented and will be delivered as part of the maintenance stream for the reported version. For instance, planned release 'XYZ_HF' indicates a plan to fix the reported problem sometime in the hot fix stream but does not indicate exactly when. On the other hand, 'XYX_QSR2' specifically indicates that the planned fix is planned to be delivered in the 'QSR2' release.
Reference Key: A Reference Key is a unique alpha-numeric character string that is provided to users specifically for access to the Cadence Support site. Customers of Cadence's Channel Partners most often use this mechanism to access Cadence Support site. You may have no more than one Reference Key associated with your profile at one time.
Release: A Release is a named set of Cadence Software.
Security Question & Answer: The Security Question & Answer is used whenever you forget your password. By answering your Security Question, we are able to verify your identity and send you a new, temporary password to the email address we have on record.
Severity: A rating to tell Cadence how serious you consider your problem to be. Use the following definitions to determine severity:
SKILL: SKILL is an interpreted language used with selected Cadence products.
Stemming: Stemming is the process for reducing inflected words to their underlying stem, base or root form. For example, 'stemming' would be reduced to the root word 'stem'.
Update Release: An Update release (also called a QSR for a quarterly release or MSR for a monthly release) is a fully tested enhancement to a Base Release. An Update can be incremental or a complete replacement of a Base Release. An Update can be installed on top of a Base Release installation directory after the Base installation has completed. With InstallScape you can begin an installation on top of a Base Release from a QSR or MSR Source Site directly. This will include the needed portions of the Base Release automatically.