Sending logs to BMC Support using do_support

The do_support command collects information pertinent to filing a incident report with BMC for a problem relating to one of the TrueSight Middleware and Transaction Monitor services. It records information about the service machine and its configuration, configuration of the TrueSight Middleware and Transaction Monitor services, and TrueSight Middleware and Transaction Monitor service program logs. It also has optional capabilities of recording checkpoint, media and full persistent configuration (mqsexport) information. Generally, do_support is run when requested by BMC Support.

The do_support command is located in the support_tools sub-directory under where the TrueSight Middleware and Transaction Monitor services are installed.

To run the do_support command

1. On the services machine open a command prompt and change to the support_tools directory.
2. Run do_support.bat (Windows) or do_support (UNIX). This script gathers all the logs in a .zip file and saves the zip file in directory support_logs.
3. E-mail or upload this zip file to BMC Support.
   
   Syntax for the do_support command is:
   do_support [-a] [-c] [-m] [-x] [-p] [-h] [-u user] [-w password]
   where:
   -a means all (-c, -m, -x)
   -c means with checkpoint file
   -m includes the entire Media directory (as opposed to just the current media files)
   -x means with full mqsexport (requires that services be running!)
   -u <user> means to use the userid <user> to run mqsexport
   -w <password> means to use the password <password> to run mqsexport
   -p means to purge logs older than 60 days
   -h means Help, to print this message