Data needed to troubleshoot a possible rules issue in Patch Management

Products

• Patch Management Solution
• Client Management Suite
• IT Management Suite

Issue/Introduction

What data is needed to troubleshoot a possible rules issue in Patch Management?

Environment

ITMS 8.x

Patch Management 8.x

Resolution

This is the data required to review and isolate any targeting discrepancies in the rule logic for Patch Management Solution 8.x.

Note: This data must be gathered from a current PMImport to be effective. If your cycle includes running the PMImport infrequently, we will ask you to run through this KB when you next run your PMImport and have verified there is still an issue. As is common in such situations, your issue may have been corrected since your last PMImport. To see what the latest version release is, see the article:

List of 8.x Windows PMImport Release Dates

If configurations and communications are in order; work through the following:

1.  Confirm the current PMImport version on the Console > Home > Patch Management > Windows > MetaData Import;

• Double click the most recent successful task execution in the Task Status section and verify the date and 8.x version number in the resulting pop-up window
• Note: The below steps are not valid if the PM Import version is not the latest as changes occur with each version affecting applicability and is installed rules. If in doubt, run the PM Import again, then run a new Windows System Assessment Scan on the client system, and review Compliance Reports as applicable for the situation that prompted using this document

2. See the Ivanti article for the Patch Content Troubleshooting Tool , and follow all steps in that article except for uploading the results to Ivanti. 

3. After the trace completes, zip up the "SendToSupport" folder and upload that to your support case on the Broadcom support portal (please do NOT upload WindowsPatchData.zip - this file is just the patch data, not information about your machine).