Gather information for Software Support

You can run the kSupport tool from the standard interface to collect information about the current PPM Server node accessed via your web browser. Submit this information to Software Support to help diagnose and resolve system problems, while minimizing the requests for information.

kSupport tool

The kSupport tool serves as a troubleshooting knowledge system for PPM. Leveraging global customer support experiences, it aims to enhance the self-diagnostic and self-healing capabilities. The tool's adaptable interface enables the absorption of new information as PPM develops and OpenText Software Support's knowledge expands.

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Collect support data for your PPM Server

Follow the steps below to collect support data for your PPM Server:

  1. From the Administration menu, select Support Task > Generate Support Information.
  2. (Optional) Provide the name of your organization and the number assigned by OpenText to the reported incident.

  3. In the System Information field, specify which system information is collected:

    Option Description

    Standard

    Collects information about:

    • PPM Server (<PPM_Home>/<PPM Server> level) log
    • PPM Server reports

    • Standard modules including Core, DBChangeCheck, SeedDataCheck, and Performance.

      Executing the script on the Core module gathers general, module-independent information. Executing the script on the Performance module gathers information related to PPM performance.

      Executing the script on the DBChangeCheck and SeedDataCheck modules gathers data that have been modified by users. For details, see Collect modified data .

    Full

    Collects information about:

    • Upgrade log
    • Install log
    • Deploy (<PPM_Home> level) log

    • Server (<PPM_Home>/<PPM Server> level) log

    • JDBC log

    • Standard modules and any other modules supported on the current PPM Server node

    The kSupport tool also performs some proactive sanity checks, focusing on common configuration errors, missing data issues, and potential data corruption in various modules, particularly integration modules. These checks, aligned with PPM Center Support best practices, help identify root causes for system issues.
  4. Click Generate.
  5. When the tool execution is completed, a download link is provided, allowing you to download the kSupport zip file.

Note: Normally a copy of the server.conf file is included in the generated kSupport zip file (in the <kSupport_zip_file>/ folder).

If your instance is in a clustered environment and the server.conf file is located in the shared folder for the cluster, after generating the kSupport zip file, you can find a copy of the server.conf file in the <kSupport_zip_file>/ppmc folder.

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Collect modified data

When executing kSupport.sh, the tool gathers data modified by users in the following modules:

Module Data collected

DBChangeCheck

Compares user database objects (constraints, packages, triggers, and indexes) against the baseline data.

  • The comparison report is stored in the <kSupport_Zip_File>/etc/DBChangeCheck directory.
  • The constraint comparison report is available at <kSupport_Zip_File>/etc/DBChangeCheck/DBChangeReport.html, listing missing and custom primary keys, foreign keys, and unique constraints.

SeedDataCheck

Compares the baseline seed data with user seed data, including request status, workflows, and portlet definitions.

The comparison report is stored in the <kSupport_Zip_File>/etc/SeedDataCheck directory.

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