Collecting support information and obtaining support

You can use this guide to gather information that is needed and relevant to the problem before you open a case with IBM® Support.

Collecting support information

Before you contact IBM Support, see IBM Cloud Pak® for Multicloud Management troubleshooting and support section and Known issues to check whether your problem is already reported.

If you cannot find a solution for your problem in the documentation, complete the following steps to gather the support information from the cluster with MustGather and submit a Support ticket.

  1. Navigate to the directory where you want to store the support output that is collected by MustGather.

  2. Run the following command.

    oc adm must-gather --image=quay.io/opencloudio/must-gather:4.5.1 -- gather -n ibm-common-services,kube-system,management-monitoring,management-infrastructure-management,management-operations,management-security-services,openshift-operators,openshift-marketplace

    The collected data is compressed into a cloudpak-must-gather-<date>.tar.gz output file and stored in ./must-gather.local.<rand>/quay-io-opencloudio-must-gather-sha256-<rand>.

  3. Attach the .tar.gz output file that contains the support information when you submit the support case on the IBM Support Portal Opens in a new tab.

Support ticket details

When you open a ticket for support, follow the directions from the IBM Support Opens in a new tab. As you gather information to open a ticket for support, include the following required information: