Data Collection Requirements for General OS Issues

Steps in Collecting Data

1. 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.

2. 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:

• https://www.suse.com/support/kb/doc/?id=000019214

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