14 Reporting an issue #

To report an issue with Trento, open a support case through the appropriate channel, collect the required diagnostic data from Trento Server and the relevant Trento Agents, and attach all that information to your support case.

14.1 Opening a support case #

SUSE customers with registered SUSE Linux Enterprise Server for SAP applications 15 (SP4 or higher) or SUSE Linux Enterprise Server for SAP applications 16 distributions can report Trento issues either directly in the SUSE Customer Center or through the corresponding vendor, depending on their licensing model.

Report the problems under SUSE Linux Enterprise Server for SAP applications 15 or 16 and component trento.
Specify the relevant deployment option for Trento Server: Kubernetes, or systemd deployment.
Depending on your deployment type, use the corresponding procedure to collect and provide either K3s server diagnostic data or systemd server diagnostic data.
If the issue involves a particular Trento Agent or a component discovered by it, you must also provide Trento Agent diagnostic data.

14.2 Collecting Trento Server diagnostic data: K3s deployments #

For K3s (Kubernetes) deployments, provide the output of the Trento support script, a scenario dump, pod descriptions and pod logs.

Before proceeding, ensure your host meets the following requirements:

A SUSE Linux Enterprise Server for SAP applications 15 SP4 or higher is installed.
Packages jq and yq are installed.
Helm is installed.
kubectl is installed and connected to the Kubernetes cluster where Trento Server is running.

Use the Trento support plug-in to automate the collection of logs and relevant runtime information on the server side.
1. Install the plug-in package:
```
zypper ref
zypper install supportutils-plugin-trento
```
2. Run the trento-support.sh script:
```
trento-support --output file-tgz --collect all
```
  Note
  The script accepts the following options:
  -o, --output Output type (stdout, file, file-tgz)
  -c, --collect Collection options (configuration, base, kubernetes, all)
  -r, --release-name Release name to use for the chart installation. Default is trento-server
  -n, --namespace Kubernetes namespace used when installing the chart. Default is default
  --help Shows help messages
3. Save the generated archive file to send to support.
Generate a scenario dump of the database to help the Trento team re-create and test the scenario.
1. Download the latest version of the dump script from the Trento upstream project:
```
wget https://raw.githubusercontent.com/trento-project/web/main/hack/dump_scenario_from_k8.sh
```
2. Make the script executable:
```
chmod +x dump_scenario_from_k8.sh
```
3. Run the script:
```
./dump_scenario_from_k8.sh --name SCENARIO_NAME --path PATH
```
4. Package all generated JSON files found under PATH/scenarios/SCENARIO_NAME to send to support.
Collect pod descriptions and logs to provide additional context and details for support.
1. List the pods running in Kubernetes cluster to view their statuses and names:
```
kubectl get pods
```
2. Retrieve the description of a pod:
```
kubectl describe pod POD_NAME
```
3. Retrieve the log of a pod:
```
kubectl logs POD_NAME
```
4. Save the generated pod descriptions and log outputs to text files to send to support.

14.3 Collecting Trento Server diagnostic data: systemd deployments #

For systemd environments, provide the output of the Trento support plug-in, which automates the collection of logs and relevant runtime information on the server side.

Install the plug-in package:

zypper ref
zypper install supportutils-plugin-trento

Run the supportconfig command to call the plug-in. For more information on how to run this command, see https://documentation.suse.com/smart/systems-management/html/supportconfig/index.html.
Note
In systemd scenarios, the Trento support plug-in also generates a scenario dump when you run it.
Save the generated output to send to support for analysis.

14.4 Collecting Trento Agent diagnostic data #

For issues with a particular Trento Agent, or a component discovered by a Trento Agent, provide the following data:

Status of the Trento Agent
Journal of the Trento Agent
Output of the supportconfig command in the Trento Agent host. For more information about running this command, see https://documentation.suse.com/smart/systems-management/html/supportconfig/index.html.