IBM Security Identity Governance and Intelligence, Version 5.2.3.1

Managing the support files

IBM® Customer Support uses support files to help you troubleshoot problems with the IBM Security Identity Governance and Intelligence 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 compressed file.

Tip: You can create multiple support files to track an issue over time.

The Support Files table displays these columns.

File Name: Displays the name of the support file that you created. A typical file name is igi_5.2_20150815-143940_igi1172.ibm.com_support.zip.
Comment: Displays the comment that you added when you created the support file.

Procedure

From the top-level menu of the Appliance Dashboard, click Manage > System Settings > Support Files. The Support Files page is displayed.

On the Support Files page, do one or more of the following actions.

Action	Option	Description
`Create a support file`	New	Click New. In the Comments field of the Create Support file window, type a comment to describe the support file. Click Save Configuration. A message indicates that a support file is created, and it is added in the Support Files table.
`Edit a support file`	Edit	Select a support file. Click Edit. On the Edit Support file window, edit the existing comment in the Comments field. Click Save Configuration. A message indicates that the comment is edited.
`Delete a support file`	Delete	Select one or more support files. Click Delete. Click Yes to confirm. A message indicates that the support file is deleted.
`Download a support file`	Download	Select one or more support files. Click Download. Browse to the location where you want to save the support files. Save the file. Note: If you download multiple support files, the files are compressed into a support.zip file.