Preparing system information for Customer Support

Writer instructions: Carefully review the content in this sample topic for sections that do not apply to your product. Adjust values as necessary.

To assist BMC Customer Support, collect as much of the following applicable information as possible. This information will help a customer support representative understand the system configuration you are working with, and can expedite a solution.

System configuration

To describe your configuration, answer the following questions:The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.

Product-specific information

The following section is a sample of what you might provide in the product-specific information area:

Oracle permissions

Answer the following questions about the user permissions:The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.

General information

Before contacting Customer Support, gather the following general information .

Login to the host machine with the Patrol OS Account and execute the following commands to get the command output:

ps –ef | grep PatrolAgent

ps –ef | grep pmon

ps –ef |grep mrp

id

groups

For any case related to a collector or parameter specific case:

Collect the debug information for the respective collector.
Save screenshots if the parameters or collectors are in an alarm state.
If there is no PATROL Console available in the environment:
dump_hist –param_noreg <parameter name> -annotate >/tmp/dump_hist.txt

PCM Rule sets for instance configuration

For troubleshooting instance configuration issues via the PCM Rule Sets, collect the following information:

Patrol Agent version
Pconfig file output
BatchConfig<port_no>.log file (located at ../ Patrol3/oracle/conf)