Collecting data for a Support Case

You can use the Support Case tool to automatically collect and post system data associated with a case to help Customer Support analyze and fix the issue.

1. From the Administration Menu, select Operations > System > Support Tools > Support Case.
2. On the Case Details page, in the Case Number field, type the case number of the support case you are referencing.

   This is a required field. Do not include any special characters except spaces. Although you can use spaces, they will automatically be removed. The number supplied here becomes part of the Output Jar file name.

   If you do not have a case number assigned, click IBM Support Center to go to the Support Center and create a support case.

3. In the Output Jar Name field, type any text you would like included in the file name of the output JAR file when you complete this procedure. The text will be preceded by a period.
   This field is optional and may be left blank.

   The naming convention for the output JAR file name is Case<Case_Number><.Output Jar Name>.jar

   For example, if the Case Number is 12345 678 901 and you enter myData in the Output Jar Name field, the output JAR file will be named Case12345678901.myData.jar.

   If the case Number is 12345 678 901 and you leave the Output Jar Name field blank, the output JAR file will be named Case12345678901.jar.

4. In the Description field, type a description for the support case.

   This field is required.

5. Click Next.
6. On the Case Data page, attach any additional files or test data that will help debug the issue. Next to Data File, browse to the location of the data file you want to attach to the case.
   The data files you upload will be included in the output JAR file.
7. In the Description field, type a brief, unique description of the file being attached. This field is optional.
8. Click Attach.
   Note: You can attach multiple files in multiple formats. Repeat steps 6 through 8 to attach additional files.
9. Click Next.
10. On the Confirm page:
    1. Select Include System Information to include information about the server, memory and other components in the output JAR file.
    2. Select Include Property Files to include properties files from your Sterling B2B Integrator installation.
       Providing the system information and properties files in the output JAR file provides the greatest amount of information about your system and situation to IBM® Customer Support and helps to expedite resolution of the case.
    3. Confirm the information and click Finish.
    Note: The output JAR will include the Sterling File Gateway tags by default, even if you have not installed or enabled Sterling File Gateway. You can ignore these tags if you have not installed or enabled Sterling File Gateway. You can verify if you have Sterling File Gateway enabled by checking if license.properties file has accept.enable.sfg set to true or customer_overrides.properties contains license.accept.enable.sfg=true.