MustGather: Organizing your problem information when reporting Cloud Pak System problems

Resolving The Problem

• Place information in a file on your personal computer or other location based on your company's security policies in a document type that accepts screen captures and images. Attach the document when you open a case from MySupport, or after the ticket is open using the  “IBM Secure Diagnostic Data Upload Utility.” 
• Paste the template from Step 2 part B directly in the case either at open or in an update directly after you open the case. MySupport accepts screen captures and images.

• Step 1: Open a document that accepts screen captures and images, or your MySupport case. 
• Step 2: Choose a template:
  • A. Detailed Template: Titles and description
  • B. Title Template: Titles only
• Step 3: Copy the template into your file or case update and complete the template.
• Step 4: If you used a file, attach the file to the case.

Problem:
A simple statement of the problem with details indicating the error message, time and day when the problem occurred. If there is an LED on, include the location of the hardware, rack unit number or chassis/bay/serial number of the component. This is an abstract of the information in the document.

Business impact:
How does this problem affect your business operations? Are there any deadlines or projects that depend on resolving this problem? If so, provide the dates. Approximately how many users are impacted?

Fix pack level:
You can find this on the bottom of the Cloud Pak System user interface pages.

Cloud Pak System "Machine serial" number and "Machine type":
You can find the "Machine Type (MT)" on the hardware map images. System Console > Hardware > Infrastructure Map. You will see "95**/*****" or "85**/*****" on the upper left side of the image. The "95** or 85**"  is the MT.  For example:

The ***** is the serial number of the system.

Error messages and Events:
Describe all error messages displayed that relate to this problem. This includes Events found from the  "Event" page, any messages displayed on other Console pages, RESTAPI, CLI, or other venues. Include any notations on LEDs in question as shown in the hardware maps or found on physical inspection of the system. Paste a copy of the screen images showing this Event or message into the document.

Logs collected:
List the files being sent to IBM. Use the IBM Secure Diagnostic Data Upload Utility, also called the Java Utility, to upload the collections to greatly reduce the time to upload large files. 

Problem details:
Describe the problem completely, include:

• Text of the entire error message
• The history leading up to the problem
• Steps to re-create
• Include screen captures:
  • Paste in the document the Console screens of the problem and screen captures of the steps to re-create
  • Expand all the section. There is important information on all needed by IBM Support. The URI from the URL is needed.  The System IP address is not needed and can be removed from the image.  The other parts of the URL are helpful to quickly identify the page