Supportconfig Self Service via SCC/FTP

  • 7023007
  • 22-May-2018
  • 30-May-2019

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 15MB can be uploaded directly to our SCC site and it is recommended that files larger than 15MB 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 SR

- 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/
FTPES:
ftp://support-ftp.us.suse.com/incoming/

EMEA
FTP:
ftp://support-ftp.emea.suse.com/incoming
FTPES:
ftp://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/.

Additional Information

A supportconfig tarball can also be attached to an open Service Request by uploading it to the FTP server through the supportconfig command. Supportconfig has startup options to include the SR number in the tar filename. The support-ftp.us.suse.com/incoming directory is scanned every five minutes for new supportconfig tar files with SR numbers. When a new tar file is found, it is attached to the corresponding SR.

This means that if a server has internet connectivity, supportconfig can simply be run with the -r and -u options to upload via https the completed tar file directly to the support-ftp.us.suse.com/incoming directory, which in turn will then get attached to the SR. The assigned engineer will also receive an e-mail notification when the tar file is attached to the SR. Alternatively, the file(s) can be uploaded via ftpes using the -r and -a options. The -a option uses an alternate upload target which is an ftpes URL.

Examples:

If the open SR number is 12345678901, then the command to run would be:

supportconfig -ur 12345678901

The default upload target is the FTP incoming directory. To use a custom upload target, temporarily override it and upload the tar file with:

supportconfig -r 12345678901 -U 'ftp://support-ftp.us.suse.com/incoming'

The default upload is via secure https, to upload using secure FTPES run:

supportconfig -ar 12345678901

If the server does not have internet connectivity run the following: 

supportconfig -r 12345678901

Then manually upload the resulting /var/log/nts_SR12345678901_*.tbz tar file to the FTP site's incoming directory and it will get attached automatically to the SR.
In addition, the SCC web interface can also be used to attach the tar file to the SR.

More information about which details are needed by customer care to troubleshoot an issue, can be found in TID#7010249 and TID#7010056. 

Best practices for maintaining a fully supported SLES system are listed in TID#7018730.
The SLES Update Policy is specified in TID#7014858.

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