Diagnostic Data To Collect To Speed Up MySQL Server Service Request (SR) Resolution (Doc ID 2018069.1)

Last updated on SEPTEMBER 05, 2024

Applies to:

Goal

Collect information about MySQL and the operating system in order to provide the MySQL Support team with essential diagnostic information when opening a Service Request (SR).

Customers opening service requests for help dealing with problems or errors on their systems (as opposed to general usage service requests) are sometimes frustrated with the initial back-and-forth communication required as the support team tries to gather essential diagnostic information.  The service request is opened with a brief description of the issue, then the normal initial response from the engineer includes a request for basic diagnostic information from the customer.  The customer then has to read the request, gather the information, upload the requested data, and wait for the engineer to review the data provided and respond, resulting in a delay between opening the service request and any reasonable possibility of a diagnosis of the issue and a solution.

In many cases, this delay can be reduced or prevented if the customer understands the diagnostic process and will provide the basic diagnostic information at the time the SR is opened.

The purpose of this document is to provide a simple process for collecting the needed data.  Providing the data described below when opening an SR will not eliminate all requests for further information, but as a general practice it will assist the support engineer in being able to diagnose the issue and at least more quickly arrive at a point in the analysis where more specific data can be requested.  This should result in an overall reduction in the amount of time required to provide the customer a viable solution.

Solution

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