Support Data Collection

To ease resolution, you will be asked to provide information, configuration, and log files related to the encountered issue.

Issue Description

• What is the ticket purpose? (Unexpected behavior, error message, technical question, etc.)
• What is the context? (Any known cause or event related)
• When did the problem start?
• What is the impact on service?

Node & Cluster Configuration

• /etc/opensvc/node.conf
• /etc/opensvc/cluster.conf

Logs

All logs are centralized by systemd-journald. By default, the journal is often configured to be volatile (stored in memory and lost after reboot).

Configure

To ensure that pre-crash logs are preserved, you should configure journald to use persistent storage:

# create the directory that will host the persistant logs
mkdir -p /var/log/journal

# set permissions on the directory
systemd-tmpfiles --create --prefix /var/log/journal

# restart the journaling daemon to apply the policy change
systemctl restart systemd-journald

Query

To query logs, you can use the journalctl command. You can filter logs by metadata. Below are some key metadata fields to consider:

To filter by one of these fields, use the following syntax :

# Show logs with high-precision ISO timestamps (includes milliseconds+), in UTC
journalctl -o short-iso-precise --utc _COMM=om

# Narrow to a precise time window (millisecond precision)
journalctl --utc --since "2026-04-08 14:12:33.250" --until "2026-04-08 14:13:10.900" _COMM=om

# Combine metadata filters with precise time output
journalctl -o short-iso-precise --utc PKG=daemon/imon OBJ_PATH=test/svc/svc1

# Show logs with UNIX timestamps (seconds since epoch), in UTC
journalctl -o short-unix --utc _COMM=om

All information can be sent through email at support@opensvc.com or uploaded using our Support File Exchange.

Note: To save time in data collection, consider using the SOS Report Data Collection Tool.

SOS Report Data Collection Tool

Sos (formerly known as sosreport) is an extensible, portable support data collection tool primarily aimed at Linux distributions and other UNIX-like operating systems.

It is available on major distributions (RHEL, Ubuntu, Debian, Fedora, etc.) and supports OpenSVC environments (sos version >= 4.2).

Check for opensvc plugin existence:

sudo sos report --list-plugins | grep opensvc

Expected output:

opensvc              OpenSVC cluster and services (config and state collection)

Launch data collection on BOTH OpenSVC cluster nodes:

sudo sos report --enable-plugins opensvc --all-logs

See the Sos website for more details.

Support File Exchange

In case you need to share files with the support team, you can use either an email attachment or the secure file exchange web portal.

1. Open a browser to https://sfx.opensvc.com.
2. At the top right, there is a Login field and button; enter support and click the Login button.
3. Attach as many files as needed and submit for upload.
4. Once done, inform the support team that your upload is finished.

Note: If allowed by your network security policy, you can use the om <svcname> support command to automatically:

• Build a tar.gz with all required <svcname> logs.
• Upload it to https://sfx.opensvc.com.

Note: You can also directly upload any file using the curl command. In the example below, we use an internal web proxy named my.preferred.proxy, and the file to be sent is named FILE_TO_UPLOAD.TAR.GZ.

export https_proxy=http://my.preferred.proxy:8080/
curl -k -F 'file=@FILE_TO_UPLOAD.TAR.GZ;type=application/octet-stream' https://user:support@sfx.opensvc.com/+upload -X POST