Collecting ITMS evidence for Technical Support

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

You are trying to provide the most relevant information to Technical Support for the issue that you are trying to troubleshoot or resolve.  

How can I collect ITMS evidence for Technical Support?

Environment

ITMS 8.x

Resolution

Manual Method:

In most cases, what support needs is the Notification Server logs (NS logs) and/or the Symantec Management Agent logs (Agent logs).

The location for the Notification Server logs is C:\ProgramData\Symantec\SMP\Logs.

The location for the Symantec Management Agent logs is C:\ProgramData\Symantec\Symantec Agent:

• • Compress the log files - do not include any folders unless requested by support. Do not include other zip files that may be in the folder. 
  • Upload the files to your case in the Broadcom Support Portal: support.broadcom.com

Automated Method:

An easy and convenient way to collect evidence for Altiris technical support via single executable, from Notification Server, Site Servers running on Windows, or Windows clients is to execute the attached ITMS_Support_Evidence_Collector.exe.

Note: When used to collect Notification Server logs, it will also collect folders inside the logs folder, which is seldom if ever needed. Please archive these folders by moving them out of the logs folder prior to running this executable.

Helpful tips about ITMS_Support_Evidence_Collector.exe:

Collect tab:

• • Check/Un-Check the relevant boxes to select, which data to collect.

Additional tab:

• • Add additional Folders and/or Files as instructed by technical support, to be archived and added to collected data destination folder.
  • Add additional registry keys as instructed by technical support, to be exported and archived, then added to collected data destination folder.

Collected evidence files can be uploaded manually via support.broadcom.com portal.

Note:

• • The tool requires elevated privileges (Administrator privileges), in order to collect the required information.
  • Leave the default selections unless otherwise instructed by your support engineer.

Additional Information

Configuring logging on the Notification Server and an Altiris Agent computer

Notification server (SMP) and agent log directory

Capture processed NSEs on the Notification Server

ITMS Location of log files