IBM Support

Collecting Data - Maximo Logs for Enterprise Asset Management (EAM) Modules

How To


Summary

When opening a case with IBM Support for any Enterprise Asset Management (EAM) module, the following information needs to be provided:

1. Maximo System Information (or Manage System Information if using MAS)
2. Log files
3. Record name or record number, and time/date of when the issue was reproduced
4. Any error message thrown

To obtain the information requested above, please follow the steps below:

a) System Information:
1. Login to Maximo (or Manage if using MAS)
2. Select Help | System Information (Manage System Information if using MAS)
3. Select the text from the window and paste into the support case or in a text document (please do not take a screen capture)

b) Set the SQL Root Logger to INFO
1. Go to System Configuration | Platform Configuration | Logging
2. In the Root Loggers section, filter for and select SQL
3. Change the Log Level to INFO
4. Click Save
5. Click on Apply Settings

c) Reproduce the issue. While reproducing the issue, write down the date, time, and name/number of the record used to reproduce the problem. Additionally, if an error message is thrown, write down this message
d) After reproducing the issue, collect the SystemOut.log and SystemErr.log files.
If you're on Maximo Application Suite, follow these steps to collect the MustGathers logs: https://www.ibm.com/support/pages/node/6998647
e) Provide the following information to IBM Support: System Information, log files, time/date, the record name/number, and any error message thrown

Document Location

Worldwide

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Document Information

Modified date:
17 September 2025

UID

ibm17123148

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