Getting Help: What information should be submitted with an IBM Maximo Application Suite (MAS) service request?

1. Problem Description

Provide a detailed description of the issue to help IBM Support understand the problem context.

Include:

• Clear summary of the issue
• Date and time when the problem started
• Frequency (intermittent or constant)
• Business impact and severity
• Any recent system changes (upgrade, configuration, infrastructure)

Also include:

• Exact error messages
• Screenshots (for UI-related issues)
• Steps to reproduce the issue

2. Environment Information

Provide complete details of your MAS environment.

MAS Details

• Maximo Application Suite version
• Installed applications (Manage, Monitor, Health, etc.)
• Deployment model:
  • Customer-managed (Red Hat OpenShift)
  • IBM Managed (SaaS)
  • non-IBM Managed (SaaS) 

Platform Details

• OpenShift cluster version
• Infrastructure platform (AWS, Azure, IBM Cloud, bare metal, etc.)
• Cluster topology (single-node or multi-node)
• Air-gapped or connected environment

System Configuration

• CPU, memory, and node count
• Storage configuration (PVCs, storage classes)
• Networking configuration (routes, ingress, load balancer)

3. MustGather Data (Required)

The MAS MustGather is the primary diagnostic artifact required for troubleshooting.

IBM recommends collecting MustGather data before opening a support case, as it significantly reduces the time needed for diagnosis.

Collect MustGather Using MAS CLI

   mas must-gather 

Optional parameters:

• Pod logs and status information
• Cluster resources (namespaces, deployments, configmaps)
• MAS instance summary (versions, health, licensing)
• Reconciliation and automation logs

The output is a compressed archive file (.tar.gz) that can be attached to your case.

4. Additional Data Collection

Provide additional logs based on the type of issue:

Application Issues

• Application-specific logs (for example, Maximo Manage logs)
• Browser console logs (for UI issues)

Installation or Upgrade Issues

• MAS CLI or Ansible installation logs
• Full command used (mas install, parameters)

Integration Issues

• API request and response payloads
• Middleware logs
• External system logs

Performance Issues

• Time range when the problem occurs
• Metrics from Prometheus or Grafana (if available)
• Thread dumps (if collected)

5. Troubleshooting Performed

Document any steps already taken to resolve the issue:

• Pod or service restarts
• Configuration changes
• Workarounds attempted
• Related technotes reviewed

6. Scope of Technical and Business Impact

Provide details on how widespread the issue is:

• Does it affect all users or specific users?
• Does it impact one application or the entire MAS environment?
• Which environments are affected (Development, Test, Production)?

7. Sensitive Data Considerations

• MustGather does not include secrets by default but can be configured to include them if needed
• Remove or sanitize:
  • Passwords
  • API keys
  • Certificates (if required by your organization’s policies)

8. Submitting Data to IBM Support

Open a service request in the IBM Support Portal, attach:

• MustGather archive file (.tar.gz)
• Additional logs and screenshots

For large files:

• Use IBM’s Ecurep upload tools