As a user of DeltaXML's software you might sometimes find that the result isn't what you expect. In these circumstances support will usually ask you to send copies of the XML files that you are comparing or merging. However, you may need to follow your company policy regarding safeguarding data or documents. To allow support to check your data you can use our obfuscator to keep that data confidential. Note that only text content is obfuscated and not element/attribute names.
Example of changes:
The anonymiser creates a key map which allows the deanonymiser to recreate the original data in any result file. As you run the anonymiser on your computer, you keep hold of the key map, ensuring that only you can run the deanonymiser.
The steps are:
1. Initial Contact
Contact support to explain the problem. Customers use the Customer Support Portal (using Jira Service Desk); the Evaluation Support Portal is intended for pre-sales enquiries and users can register for an account.
2. Anonymise Files
If the problem can't be resolved easily and you need to submit files with confidential data, use the anonymiser on your input files.
See our Bitbucket repository for the anonymiser files and instructions on how to use them:
3. Send Anonymised Files to Support
Zip up the resultant .obs file, together with any ancillary files that you use in the comparison or merge process, such as filters or other XSL files.
Send this file to support by dragging the files into the support desk portal.
4. Checking the Result File using Deanonymisation
When you receive a result file, use the deanonymiser to resolve the contents and check that your problem has been solved. You can also deanonymise any file that you have anonymised using this process.
See Bitbucket for the deanonymiser files and instructions on how to use them:
5. Provide Feedback
Let support know whether the problem has been resolved using your usual channel.