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Data Collection Requirements for SAP Cluster Debug & RCA

Steps in Collecting Data

  1. Run the following command on all cluster nodes to install the supportutils-plugin-ha-sap. This extends supportconfig functionality to include system information for SAP and HA cluster:

    zypper in -y supportutils-plugin-ha-sap

  2. Run the following command on all cluster nodes replacing with your case number:

    supportconfig -l -r <casenum>

    This will take some minutes and when complete will show “Log file tar ball” location.

  3. Provide an hb_report from the time of the incident with a time frame covering at least two hours before andtwo hours after. Assuming the issue happened on June 19, 2020 at 11:00, run the following on one of the cluster nodes replacing with your case number:

    hb_report -u root -f "2020/06/19 09:00" -t "2020/06/19 13:00" /tmp/<casenum>

    This will take some minutes and when complete will show “The report is saved in” location.

  4. Provide a text file, <casenum>.txt which includes:

    • What date and time (from server perspective) did the problem first occur?
    • Were changes made prior to the problem occurring? If so, what (installation of products, service packs, network changes, and so forth, for example)?
    • What is the current state of the cluster?

  5. Optional (or by request), provide pengine files. Run the following on each node:

    tar cvfJ `hostname`-<casenum>.pengine.tar.xz /var/lib/pacemaker/pengine/

Data to be Provided

  • supportconfig tarball from first node
  • supportconfig tarball from second node
  • hb_report tarball
  • <casenum>.txt file

Additional Support Information

  • SUSE severity level definitions can be found at https://www.suse.com/support/handbook/#severity
  • An incident is defined as a SUSE severity 1 only when all of these criteria are present:
    • the operation is in production and is mission critical to the business.
    • the product is inoperable.
    • the situation is resulting in a total disruption of work.
    • there is no workaround available.
  • The SUSE Technical Support Handbook which includes guidelines on how to use and get the most from technical support can be found at https://www.suse.com/support/handbook/

How to Upload

Upload to your Cloud Service Provider or if instructed to upload directly to SUSE, use one of the following methods:

Additional methods are available here: