Collecting additional data for support cases

When you raise a problem with a Customer Support, a support case will be raised which describes the observed behavior. This case will be used to track the resolution of the problem. Frequently you will be asked for information on the state of the appliance, configuration information, logs, record data, and so on.

Save time! Send the right information when opening the support issue

In case of problem related to an SNMP device, collect the device capture first.
If you are not satisfied by the scan result of a host, collect:

  • the session logs
  • the record and pool data (see below)
  • the discovery and reasoning logs (see below)

Collecting additional data that Customer Support request can be accomplished using the Appliance Support page.

To access the Appliance Support page; from the Appliance section of the Administration tab, click the Support Services icon.

From the Appliance Support page you can do the following:

  • Collect BMC Atrium Discovery logs between specified dates.
  • Collect Target Host Data and session logs for specified IP addresses or ranges.
  • Collect Miscellaneous files.
  • Create named archives of collected data.
  • Download and manage archives of collected data.

The following systems and aspects of the appliance create logs which may be useful to Customer Support when diagnosing problems with the appliance:

  • AppServer – used to diagnose UI errors.
  • Security – used to track user access and actions.
  • Performance – used to diagnose performance problems.
  • Discovery – used to diagnose discovery and data quality issues.
  • Model – used to diagnose queries or reporting problems.
  • Reasoning – used to diagnose discovery and data quality issues.
  • Integrations – used to diagnose problems with integrations.
  • Others – used to diagnose miscellaneous problems, for example, script problems.
  • Phurnace provider – used to diagnose web server discovery problems.
  • Mainframe provider – used to diagnose mainframe computer discovery problems.
  • AppServer Errors – used to diagnose UI errors.
  • Audit Logs – used for general diagnostics and user errors.
  • Windows proxies – used to diagnose Windows discovery problems.

The discovery data and logs are also stored on the appliance. These may be useful to Customer Support when diagnosing discovery problems. Enter the IP Ranges for which you wish to collect data:

  • Get session logs – raw discovery data used for diagnosing discovery and data quality issues.
  • Record data – used to reproduce discovery problems on test appliances.
  • Pool data – used to reproduce discovery problems on test appliances.

The following files and system logs may be useful to Customer Support when diagnosing problems with the appliance:

  • Configuration files – used to check the appliance configuration.
  • Customer extensions – used to check customer configured extensions.
  • Export extensions – used to configure customer configured export extensions.
  • System messages – used to diagnose appliance related problems.
  • omniNames files – used to check communications configuration.
  • Installed packages – used to ensure that the correct packages are installed.
  • bash history – used to check the command line history.
  • sar logs – used to diagnose performance problems.
  • Tripwire reports – used to view these reports.
  • Atrium Discovery output files – used to check the output files.
  • Generated rules – used to check the generated rules.
  • Report usage – provides information on the type of reports used and the number of times they were used.
  • Windows proxy configuration files – used to check the configuration of Windows proxies.

Creating an Archive of Collected Data for Customer Support

To Select BMC Atrium Discovery Logs

From the BMC Atrium Discovery Logs By Date section of the Appliance Support page:

  1. Select the start date from which you want to collect logs using the drop-down selectors in the From field.
  2. Select the end date using the drop-down selectors in the To field.
  3. Using the checkboxes, select the log files that Customer Support have requested.
To Select Target Host Data

From the Target Host Data section of the Appliance Support page:

  1. Enter one of the following in the IP Ranges field:
    • IP addresses, as a single address or a range, for example, 172.17.1.1 or 172.17.1.1-5
    • A subnet, for example 172.17.1.0/24
  2. To retrieve session logs for these IP addresses, select the Get session logs checkbox.
  3. Using the selection boxes, select the additional data files that Customer Support have requested.
To Select Miscellaneous Files

From the Miscellaneous Files section of the Appliance Support page:

  1. Select the start date from which you want to collect logs using the drop-down selectors in the From field.
  2. Select the end date using the drop-down selectors in the To field.
  3. Using the checkboxes, select the files that Customer Support have requested.
To Create an Archive

To create an archive of the selected logs, data, and files; from the Create Archive section of the Appliance Support page:

  1. Enter a name for the archive in the Name field.
  2. Enter a description for the archive in the Description field.
  3. Click the Gather button.

The selected logs, data, and files are gathered into an archive and saved on the appliance. The archive and information relating to the archive are displayed in a new row of the Gathered Data Files section.

The following information is displayed for each archive:

  • Name – the name of the archive.
  • Description – the description entered when the archive was created.
  • Date – the date that the archive was created.
  • Size – the size (in bytes) of the archive.
  • User – the user who created the archive.
  • State – the state of the archive. This can be: Creating or Complete.
  • Summary – a View button. Click this to see a list of the archive contents in a popup window.
Retrieving Archives to Send to Customer Support

To retrieve an archive, click its name in the Gathered Data Files section. A file download window specific to your browser type is displayed. Click Save to save the file to a location on your file system.

tw_health_check

You may be asked by BMC Support to run the tw_health_check tool in the event of an investigation. It will gather some generic configuration, performance and status information helpful to the support process.

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