Generating data for support

This topic describes how to use the Generate Support Data tool to generate data about the Application Server and other components in the BMC Server Automation environment, and to then package the data into a zip file. This data is useful for diagnostic purposes when you contact Customer Support.

The video at right demonstrates how to use the Generate Support Data tool in BMC Server Automation to generate data.

  https://youtu.be/FZma8wcXoI8


Before you begin

To use the Support Data Generation tool, your role must be granted the BL_Administration.Read authorization.

To generate data for customer support

  1. In the BMC Server Automation Console, select Configuration > Generate Support Data.
  2. In the Generate Support Data dialog box, do one of the following to select the Application Servers from which you want to collect data.
    • Accept the default selection (the Application Server to which you are connected).
    • Click the Browse button (three dots) and select one or more Application Servers from the Select Application Servers dialog box. (The Select Application Servers dialog box lists only Application Servers configured to use the same database and file server and that are currently accessible.)
      To select multiple Application Servers, use Shift + Click or Ctrl + Click.
  3. Select the data you want to include in the zip file. Click Select All or click the data types you want.

    Selection

    Description

    Application Server log

    The currently-active Application Server log. You can also include Application Server logs that have been rolled over. A "rolled-over" log file is one that is generated after a preset size is reached for the currently active log file. For example, suppose you set the size to 20 MB for the appserver.log file. When the log file reaches that size, a new log file is automatically created (appserver.log.1).

    Console log

    The current console log, if one exists. You can also include console logs that are rolled over.

    Application Server Deployment files

    The entire deployment directory for the specified Application Servers.

    Application Server status report

    A file containing status information for the Application Server. (This information is the same as that generated by the Export Detail Report operation in the Infrastructure Management window.) The file name is StatusReport.txt.

    System Properties table

    A file containing the current contents of the SYSTEM_PROPERTY table in the database to which the Application Server is connected. The file's name is System Properties.txt.

    Agent log

    The log from one or more Agents. Click Agent Log and use the Browse button (three dots) to select a server, group of servers, or a Smart Group of servers. You can also include Agent logs that are rolled over.

    For more information and videos about controlling and viewing the agent log, see Controlling RSCD agent logging.

    Agent Security files

    The current security files from one or more Agents. Click Agent Security Files and use the Browse button (three dots) to select a server, group of servers, or a Smart Group of servers. Security files included are:

    • Secure
    • Exports
    • Users
    • User.local
    • home

    Application Server Security files

    Security files from the Application Server. At a minimum, the Secure file is included. If an Agent resides on the Application Server, all security files are included.

    Deploy Job Target Logs (Failed Targets Only)

    All transaction logs for target servers that fail to execute the specified Deploy Job run. Click Deploy Job Logs and use the Browse button (three dots) to select one or more jobs.

    PXE Server files

    Information about the PXE server and the services it runs. (This information is the same as that reported in the Infrastructure Management window.)

    Network Information

    A file of information about network configuration and status for each Application Server. The file name is NetworkInformationReport.txt. It is populated with information when you execute ifconfig, ipconfig, or netstat commands for the Application Server.

    Job Debug logsDebug logs written to the temp folder of the Application Server where a job was executed, provided that the DEBUG_MODE_ENABLED property in the job was set to TRUE.


  4. Click Generate Data.
  5. Specify a path to a location where you want to store the zip file.
  6. In the Object Name field, enter a name for the zip file.
  7. Click Save.

For each Application Server you select, BMC Server Automation generates data and creates a zip file. If you select multiple Application Servers, the zip file for each is named based on the file name you specified plus the Application Server name. For example, suppose you selected configserver1 and appserver1 and specify data_10_08.zip as the file name. The zip files created are named data_10_08-configserver1.zip and data_10_08-appserver1.zip.


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