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Preparing system information for Customer Support

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:

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

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

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC PATROL for Oracle Enterprise Database 1.0