Generating a support ticket

To troubleshoot issues with RMC and application plug-ins, generate a support ticket.

Prerequisites

Ensure that your browser security settings allow files to be transferred from RMC appliance to your host machine.

Procedure
  1. Click HPE Recovery Manager Central > Ticket.
  2. Do one of the following:

    • To create only RMC logs, click Generate.

    • To create RMC logs and application-specific logs, select an application.

  3. Based on the application you have selected, specify the required details and then click Generate.
    Microsoft SQL

    Select SQL servers.

    Oracle

    Select a database and then select Oracle servers.

    Microsoft Exchange

    Select a database and then select Exchange servers.

    SAP HANA

    Select an SID.

    After a ticket is generated, ticket_id is provided and the Download link is enabled.

    • 20181031 — The first part of the ticket displays the year, month, date (yyyymmdd).

    • Z162932 — The second part of the ticket displays the ticket identification number.
  4. Click Close.

To download the support ticket, click the icon. icon or to delete the ticket, click the icon. icon.

Support ticket contents

  • Extract the ticket to a file.

  • ticket_id\logs\catalogue for viewing RMC-S application-related log files.
  • ticket_id\logs\var\log for viewing RMC-related log files.