Data Collection Requirements for General OS Issues
Steps in Collecting Data
-
Run the following command on the affected server, replacing
with your case number: supportconfig -l -r <casenum>
This will take some minutes and when complete will show “Log file tar ball” location.
-
Provide a text file,
<casenum>.txt
which includes:- What error messages (if any) are returned?
- What troubleshooting steps have already been performed?
- 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)?
- Is a workaround available?
- What is the business impact of the problem?
Data to be Provided
- supportconfig 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:
- ftp://support-ftp.us.suse.com/incoming/
- ftps://support-ftp.us.suse.com/incoming/
- https://upload.suse.com/
Additional methods are available here: