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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:

Additional methods are available here: