Collecting support information for IBM Cloud Pak for AIOps

Learn how to gather information that is needed and relevant to a problem before you open a case with IBM® Support. Additionally, learn how to open a meaningful support case with IBM Support for IBM Cloud Pak® for AIOps.

Before you open an IBM Support case

Check the troubleshooting and known issues sections

Before you contact IBM Support, review the following topics to check whether your problem is already reported and a workaround or solution exists:

Collect support information with MustGather tools

If you cannot find a solution for your problem in the documentation, complete the following steps to use the MustGather tool and gather information from the cluster for opening an IBM Support case. The collected data facilitates more effective support.

Data collection for IBM Support cases

  1. Ensure that you meet the prerequisites for running the MustGather tool for collecting data

    • Access to the cluster as a user with a cluster-admin role.
    • The Red Hat® OpenShift® Container Platform CLI (oc) installed. For more information, see Installing the Red Hat OpenShift CLI Opens in a new tab.

  2. Download and install the MustGather tool

  3. Run the MustGather tool

Infrastructure Automation data collection for IBM Support cases

  1. Ensure that you meet the prerequisites for running the MustGather tool for collecting data

    • Access to the cluster as a user with a cluster-admin role.
    • The Red Hat® OpenShift® Container Platform CLI (oc) installed. For more information, see Installing the Red Hat OpenShift CLI Opens in a new tab.

  2. Run the MustGather to collect data and logs

    Follow the instructions on the following IBM Support page to run the MustGather tool to collect the data and logs for IBM Cloud Pak for AIOps: Collecting Data: MustGather for IBM Cloud Pak for AIOps - Infrastructure Automation Opens in a new tab

Opening an IBM Support case

If you cannot find a solution to your problem in product documentation, open a support case with IBM Support. Complete the following steps

  1. Go to the IBM Support site Opens in a new tab and click Open a case.

  2. Log in with your IBM ID and password, and consent to the IBM Privacy Statement.

  3. Enter the case details. Enter the meaningful title that summarizes your problem. Then, select the Product Manufacturer, Product, and Severity.

    Note: The case severity is based on the business impact of the problem. If you set the case severity as 1, you need to have 24x7 availability to work with IBM Support on this issue.

  4. Provide the detailed description of your problem. A detailed description can help IBM Support understand your problem more accurately and thus provide solutions or answers more quickly. The following information is crucial:

    • Product version
    • Platform
    • Red Hat OpenShift Container Platform version
    • Virtualization platform (VMWARE, Azure, AWS, IBM Cloud)
    • High Availability (HA)
    • Steps to reproduce the issue

  5. Optional: Upload the .tar.gz file with the results of the diagnostic scan. For more information, see Collecting support information.

    Note: If you encounter problems with uploading the file, see Uploading a file during case creation Opens in a new tab.

  6. Select the language preferences and click Submit a case.