Uploading the new log package to the existing IBM Storage Ceph support ticket

You can upload new log packages directly to your existing support tickets, ensuring that the support team has the necessary information to expedite the troubleshooting.

Before you begin

Before uploading new log packages to an existing IBM Storage Ceph® support ticket, consider the following:
  • You can upload new log packages only to an existing IBM Storage Ceph support ticket.
  • Uploading the new log packages to the existing IBM Storage Ceph support ticket is applicable only for the following scenarios:
    • Available only for IBM Storage Insights Pro.
    • Available for IBM Storage Ceph release 7.1, version 18.2.1 or later.
    • Not available for blue diamond customers.
  • IBM Storage Ceph rejects the log upload requests if the same log level is submitted within the last 24 hours.
  • The estimated duration for completing the log upload process is 60 minutes.

Procedure

To upload the new log packages for the existing IBM Storage Ceph support ticket, complete the following steps:

  1. Go to Resources > Unified Storage Systems, click the 3 vertical dots button at the far right of the specific IBM Storage Ceph device row, and click Get Support.
  2. Click Update Ticket.
  3. Enter the ticket number that you want to update, and click Next.
  4. Select Create new package and choose the type of new package that you want to upload. Click Next. Optionally, you can upload an attachment. Click Next.
  5. Review the ticket and log information, and click Update Ticket. A success message is displayed stating the estimated time to upload log packages to the ticket. Click Close.

Results

A task is created automatically to upload the logs to the ticket. You can track the task status by clicking the Running and Completed tasks icon that is located to the right in the top menu bar.
Tip: Did you know?

You can give permission to IBM Support to collect and upload log packages for the resources without contacting you each time. For more information, see Giving IBM Support permission to collect log packages