Viewing and collecting logs by using the Support Assistant tool

Before you begin

Make sure that you perform the following steps before you access the Support Assistant tool:

• Register the Domain Name System (DNS) for your cluster to access the Support Assistant tool. 

• Update the following config map values in the nginx-configuration in your cluster:

  Key	Value
  enable-underscores-in-headers	true
  server-name-hash-bucket-size	1024
  ssl-redirect	false
  use-forwarded-headers	true

  To navigate to the nginx-configuration in your cluster, select System > Resources > Config > Namespace: ingress-nginx.

• Give the cluster administrator and root user permissions to install the Support Assistant tool.
  The Support Assistant tool container runs as root user.
• Add your namespace as privileged to access the Support Assistant tool in an OpenShift cluster.

• Install the Support Assistant tool. The Support Assistant tool is installed by BMC SaaS Operations.  

Accessing the Support Assistant tool

Use the following URL to access the Support Assistant tool:

<CUSTOMER_SERVICE>-<ENVIRONMENT>-supportassisttool.<domain name>
For example, ade-poc-supportassisttool.dsmlab.bmc.com
The default local user credentials are:

• User name - admin
• Password - bmcAdm1n#

To change the password, update the BMC Helix Single Sign-On local user password. Learn about how to change a local user password at  Managing local users and passwords

You can also log in to the Support Assistant tool by using an AR System user credentials. To access the Support Assistant tool, you must add the AR System user for authentication. Learn about how to configure AR authentication at Configuring AR authentication.

To download a log file

1. Log in to the Support Assistant tool.     
2. To download all log files, in the Namespace column, click the download icon corresponding to the namespace.
   The following image displays an example:
   
3. To download component logs, in the Namespace column, click the namespace for which you want to download logs.
4. In the left pane, separate folders for each platform and application components are listed. Click the folder and then click Download all logs.
   
   
5. To download a directory, on the Directories tab, click the download icon corresponding to the directory.
   
6. To download a container logs in the folder, on the Containers tab, click the download icon corresponding to the container.
   
   
   
7. To view all the processes running in the container, on the Containers tab, click the processes icon corresponding to the container.
   
8. A new tab is added with the process list. To download the thread dump and heat dump for a process Id, click the download icon corresponding to that process Id.