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Using the support utility

The support utility installed with the product automates the process of gathering information that is helpful to BMC Customer Support while they help you solve a problem.

The support utility gathers relevant information about the computer (host name, IP address, netstat, date, and browser version), BMC Analytics for Business Service Management (BMC Analytics for BSM) log files (including installation log files), SAP BusinessObjects log files, and Apache Tomcat configuration files.

The support utility creates a zip file and writes it to the support directory.

To use the support utility

  1. Navigate to the support utility in the <BMCAnalyticsInstallationDirectory>\BSMAnalytics\support directory.
  2. Run the following command:
    • (Microsoft Windows) support.bat
    • (UNIX or Linux) support.sh
  3. Watch the command-line messages until you see that the execution has finished.
  4. Locate the bsmanalyticslogs.zip or bsmanalyticssupportdiagnostics.log file, which is written to the location in step 1.

 

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BMC Analytics for BSM 7.6.06