Supportconfig Self Service via SCC/FTP

This document (7023007) is provided subject to the disclaimer at the end of this document.

Environment

Supportconfig Self Service via SCC/FTP

Situation

It is preferred that large files be attached to the specific Service Request (SR) via FTP or through the SUSE Customer Center aka (SCC) instead of using e-mail. Files smaller than 35MB can be uploaded directly to our SCC site and it is recommended that files larger than 35MB be transferred through our FTP sites.
 
Certain file types sent via e-mail may also be blocked by virus protection software or other automatic protection measures. If it is suspected that an attachment is at risk from being blocked rather upload the file(s) via SCC/FTP and then notify the support engineer as described below.

Resolution

A. Upload files directly to the SUSE Case
 
- Login to the SCC site then click on the "Support" tab under "My Tools".
- Open the SR that needs to be updated, click the "Attachments" tab and then click the "+ Add new file" icon to upload a file.
- Enter a comment with the name(s) of the file(s) uploaded and click "Add attachment".
 
B. Upload files via FTP
 
- Upload file(s) to the appropriate site listed below (based on geographic location).
- Send an email to the Support Engineer indicating that the file(s) have been uploaded to the FTP site.
- In the email, provide the Support Engineer with the name of the file(s) uploaded and the SR number with which each file is associated.
 
FTP Sites
 
Upload the file(s) to one of the following FTP sites, choose the geographically closest site:
 
North America
FTP:ftp://support-ftp.us.suse.com/incoming/
FTPS:ftps://support-ftp.us.suse.com/incoming/
 
EMEA
FTP:ftp://support-ftp.emea.suse.com/incoming
FTPS:ftps://support-ftp.emea.suse.com/incoming
FTP Login
 
The FTP server is an anonymous FTP server, login as "anonymous" and use an e-mail address as the password.
For more information on anonymous FTP please visit http://www.faqs.org/faqs/ftp-list/faq/.

Using Supportconfig to Upload Supportconfig Tarballs

You can also use supportconfig command line options to directly upload supportconfig tarballs to the SUSE FTP server. If you have internet connectivity on the server, use the -r with -u or -a to upload the tarball. The -r includes the case number in the supportconfig tarball filename. The -u uploads the tarball via HTTPS to the SUSE North America FTP server at ftp://support-ftp.us.suse.com/incoming. The -a uploads files to the same FTP server using FTPES instead of HTTPS.

Examples:

Upload a supportconfig tarball using HTTPS to the SUSE North America FTP server with case number 00012345:
 
supportconfig -ur 00012345

Upload a supportconfig tarball using FTPES to the SUSE North America FTP server with case number 00012345:
 
supportconfig -ar 00012345


Use a custom URL to temporarily change (-U) the upload target:
 
supportconfig -r 00012345 -U 'ftp://ftp.server.com/incoming'


If the server does not have internet connectivity, you can create a supportconfig with the case number using -r and upload the tarball manually: 
 
supportconfig -r 00012345


Manually upload the resulting /var/log/scc_SR00012345_*.tbz tar file to the FTP site's incoming directory or attach it to the case via the SUSE Customer Center portal as described above or with curl.

Examples using curl to upload files via HTTP/HTTPS:
curl -v -L -A SupportConfig -T "/path/to/file/filename.txt" "http://support-ftp.us.suse.com/incoming/upload.php?appname=supportconfig&file=filename.txt"

curl -v -L -A SupportConfig -T "/path/to/file/filename.txt" "https://support-ftp.us.suse.com/incoming/upload.php?appname=supportconfig&file=filename.txt"

Replace the "/path/to/file/filename.txt" with the full path/filename of your supportconfig file,
and at the end of the curl line, "filename.txt" should be replaced with the filename of your supportconfig.

Changing the Default Supportconfig Upload Targets

Supportconfig is configured to use one of two public ftp servers: support-ftp.us.suse.com and support-ftp.emea.suse.com. You can use the -u or -a switch to automatically upload a supportconfig tarball to the SUSE public FTP server.
The -u switch uses HTTPS: VAR_OPTION_UPLOAD_TARGET="${SUSE_UPLOAD_NA_HTTPS}"
The -a switch uses FTPES: VAR_OPTION_UPLOAD_TARGET_ALT="${SUSE_UPLOAD_NA_FTPES}"


To use the SUSE EMEA FTP servers by default, run supportconfig -C to create a default /etc/supportconfig.conf file and change these default upload targets. An /etc/supportconfig.conf file configured for EMEA uploads would look like:
 
VAR_OPTION_UPLOAD_TARGET="${SUSE_UPLOAD_EMEA_HTTPS}"
VAR_OPTION_UPLOAD_TARGET_ALT="${SUSE_UPLOAD_EMEA_FTPES}"

Excluding Supportconfig Data

Supportconfig separates data collection into features which are stored in separate files, like lvm.txt. You can run supportconfig -F to list all the available features. Most are turned on by default. You can toggle a feature's state using the -o <list> option, where <list> is a comma separate, case sensitive feature list. Please review supportconfig.conf(5) for each option's default state. If the feature is turned on, then -o will turn it off and vise versa. When supportconfig -F shows LVM as a feature, the corresponding man page entry will prepend OPTION_ to the feature tag as in OPTION_LVM. 

Examples:

Observe the current feature list:
 
supportconfig -F
APPARMOR AUDIT AUTOFS BOOT BTRFS DAEMONS CIMOM CRASH CRON DHCP DISK DNS DOCKER DRBD ENV ETC EVMS HA HAPROXY HISTORY IB ISCSI KVM LDAP LVM LXC MEM MOD MPIO NET NFS NTP OCFS2 OFILES PAM PRINT PROC SAM SAR SLERT SLP SMT SMART SMB SRAID SSH SSSD SYSCONFIG SYSFS TUNED UDEV UFILES UP WEB X XEN aFSLIST aLOGS aMINDISK aMAXYAST aRPMV aSLP aLOCAL_ONLY

Run a default supportconfig, but exclude x.txt and web.txt information:
 
supportconfig -o X,WEB

 

Additional Information

If you need to use an unencrypted FTP protocol, you can define VAR_OPTION_UPLOAD_TARGET_ALT="${SUSE_UPLOAD_NA_FTP}" or VAR_OPTION_UPLOAD_TARGET_ALT="${SUSE_UPLOAD_EMEA_FTP}" in the /etc/supportconfig.conf and then use the -a switch for uploads.

More information about which details are needed by customer care to troubleshoot an issue, can be found in TID#000017849 and TID#000017820.
 
Best practices for maintaining a fully supported SLES system are listed in TID#000019588.
The SLES Update Policy is specified in TID#000018318.

Disclaimer

This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:7023007
  • Creation Date: 22-May-2018
  • Modified Date:10-Jun-2020
    • SUSE Linux Enterprise Server

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