When a Support case is opened, there are multiple things required in order for the issue to progress forward and get a better understanding of the problem at hand. For a smoother and quicker process, we have officially created a data collection tool.
The Data Collection Tool extracts information from your system to help CA Support troubleshoot an issue. It collects logs, configurations, and system metrics such as disk usage, thread dumps, and heap dumps. It also captures the current state of the machine and the network.
Further details are available in the API Management documentation: