What data should you share when opening a ticket

This article covers the key initial information that EDB Technical Support needs for each Product, saving time so that the issue can be diagnosed and resolved faster.

According to the Product, please attach it to the new ticket:

PostgreSQL / EDB Postgres Advanced Server (EPAS) / EDB Postgres Extended (PGE)

Lasso report.
Database logs.

If the issue is related to native backup / `pg_dump` / `pg_basebackup`

Lasso report.
Output of the backup command.
Exact command used.

If the issue is related to replication

Lasso report from all nodes.
Database logs from all nodes.

Barman

Barman Lasso report.
Barman logs.

PgBackRest

pgbackrest.conf file.
PgBackRest logs.

EDB Failover Manager (EFM)

Lasso report from all nodes.
EFM logs from all nodes.
Database logs from all nodes.

Replication Manager (Repmgr)

Lasso report from all nodes.
Repmgr logs from all nodes.
Database logs from all nodes.

Patroni

Patroni logs from all nodes.
Database logs from all nodes.
Patroni cluster status - Output of patronictl -c /etc/patroni/patroni.yaml list <clustername>.
Patroni configuration - Output of patronictl -c /etc/patroni/patroni.yaml show-config <clustername>.
If the issue is related to an abnormal/unexpected failover or switchover - Output of patronictl -c /etc/patroni/patroni.yaml history <cluster-name>.

PgBouncer

Lasso report.
PGBouncer logs.
Lasso report from the database backend.
Database logs from the database backend.

PgPool

PgPool logs.
pgpool.conf file.
Output of SHOW POOL_POOLS.
Lasso report from the database backend.
Database logs from the database backend.

Replication Server (xDB)

Lasso from all xDB data nodes.
Lasso from all xDB service nodes.

Migration Toolkit (MTK)

MTK logs.
If there is a connection error, toolkit.properties file.

Postgres Enterprise Manager (PEM)

Lasso report from the PEM server.
Screenshot of the Help -> About Postgres Enterprise Manager in the PEM GUI.
worker.log file from the PEM server.
Database logs.
Web browser used.

PGAdmin

PGAdmin logs.
Lasso report from the database backend.
Database logs from the database backend.

Postgres Distributed (PGD)

Lasso report from all nodes.
Database logs from all nodes.

Pglogical

Lasso report from all nodes.
Database logs from all nodes.

HARP and PGD Proxy

Lasso report from all nodes.
Database logs from all nodes.
OS logs from all nodes.

LiveCompare

LiveCompare .ini file.
LiveCompare session logs.

Trusted Postgres Architect (TPA)

config.yml file.
All *.yml files from the <cluster_dir>/hooks/ directory.
ansible.log file.
Output of tpaexec info.

Kubernetes/Cloud Native Postgres (CNP)

The output of the following commands:

kubectl get events -n <namespace>.
kubectl logs cluster <Cluster_name> -n <namespace>.
kubectl logs pod <POD_1_NAME> -n <namespace>.
kubectl logs pod <POD_2_NAME> -n <namespace>.
kubectl get pvc -n <namespace>.
kubectl describe pvc <node_1_name>.
kubectl describe pvc <node_2_name>.

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