Managing the support files

IBM® Customer Support uses support files to help you troubleshoot problems with the IBM Security Identity Manager virtual appliance. Support files contain all log files, temporary and intermediate files, and command output that is needed to diagnose customer support problems.

About this task

Support files might contain customer-identifiable information, such as IP addresses, host names, user names, and policy files. Support files do not contain confidential information, such as passwords, certificates, and keys. All files inside a support file contain text that can be inspected and censored by the customer.
The support file contents are stored in a .zip file.
Tip: You can create multiple support files to track an issue over time.

Procedure

  1. From the top-level menu of the Appliance Dashboard, click Manage > System Settings > Support Files.
    The Support Files page is displayed.
  2. On the Support Files page, do one or more of the following actions.
    Option Description
    New To create a support file, do these steps:
    1. Click New.
    2. In the Comments field of the Create Support file window, type a comment to describe the support file.
    3. Click Save Configuration.
    A new support file is created on the IBM Security Identity Manager virtual appliance.
    Edit To edit the comment for a support file, do these steps:
    1. Select a support file.
    2. Click Edit.
    3. On the Edit Support file window, edit the existing comment in the Comments field.
    4. Click Save Configuration.
    Delete To delete support files, do these steps:
    1. Select one or more support files.
    2. Click Delete.
    3. Click Yes to confirm.
    Download To download support files, do these steps:
    1. Select one or more support files.
    2. Click Download.
    3. Browse to the location where you want to save the support files.
    4. Save the file.
    Note: If you download multiple support files, the files are compressed into a .zip file.