How To
Summary
To help the support team quickly recognize known issues, identify workaround, and diagnose new problems when you open a new case, you can collect and provide MustGather data for your IBM Security Verify problem.
Steps
Before opening a case gather the following information. Uploading this data immediately when opening the case helps with resolution time.
What is your complete tenant name?
For example, isamlevel2-us.verify.ibm.com.
Any vanity hostnames in use?
For example, www.example.org.
Is this related to API usage? What are the exact APIs involved?
For example, /v2.0/Users/authentication. Upload a sample payload.
Is this related to an issue with a configured application?
Submit screen shots of the application's configuration panels. (General, Sign-on, API access, Account lifecycle, Entitlements, Privacy).
You can also use the RAPI at https://github.com/IBM-Security/isam-support/blob/master/ci/Application-Access/applications.sh to retrieve complete details. Make sure to mask the clientId and clientSecret. Normally these are not needed for most Support issue but they may be required. If needed, once the case is resolved the clientSecret should be regenerated.
For flow and client-side issues such as failing SSO or UI issue a HAR file is needed to diagnosis issues. See How do you generate a HAR file to troubleshoot issues.
Capturing a video can be useful as well for certain issues. There are many options for this. Support requests videos in .mp4 format.
Some examples are below:
API Issue
We are using the RAPI to authenticate users but keep getting 500 responses.
Tenant name(s): isamlevel2-us.verify.ibm.com
Vanity hostname(s): www.example.org
REST APIs being used: /v2.0/Users/authentication.
Time of API failure: 08/01/2022 at 11:37 UTC
The JSON payload has been uploaded to the case
SSO Issue
We have created an OIDC integration with Sample Service Provider but the SSO fails with an error message and then the browser flashes.
Tenant name(s): isamlevel2-us.verify.ibm.com
Vanity hostname(s): www.example.org
Application Name: ISVA L2 Dashboard.
Time of SSO failure: 08/02/2022 at 2:45 UTC
Username: user.name@example.org
The JSON definition of the application has been uploaded to the case.
An .mp4 video of the browser behavior was created and uploaded to the case.
OTP Issue
A user is reporting they are not getting the OTP for MFA?
Tenant name(s): isamlevel2-us.verify.ibm.com
Vanity hostname(s): www.example.org
Time of MFA trigger failure: 08/03/2022 at 13:45 UTC
Username: user.name@example.org
EMAIL OTP: user.name@example.org
SMS/VOICE OTP: Phone number with Country code.
Integration Issue
I am using an integration from the Security Market place but it is not working as expected.
Tenant name(s): isamlevel2-us.verify.ibm.com
Vanity hostname(s): www.example.org
Integration: For example, the IBM Security Verify Bridge at IBM Application Exchange - IBM Security Verify Bridge
Level: NOTE, before opening a case always make sure to be using the latest level.
Level: NOTE, before opening a case always make sure to be using the latest level.
Time of recreate: 08/25/2025 14:32 UTC
Username: user.name@example.org
What is not working / error messages: We mapping several attributes but they are not showing up in ISV.
Related Information
Document Location
Worldwide
[{"Type":"MASTER","Line of Business":{"code":"LOB77","label":"Automation Platform"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SSCT62","label":"IBM Security Verify"},"ARM Category":[{"code":"a8m0z000000cxuiAAA","label":"Security Verify-\u003EAuditing \/ Logging"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"}]
Product Synonym
ISV
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Document Information
Modified date:
25 August 2025
UID
ibm16605269