Hi DataPower Community,

Please share any details of the REST API or even SOAP web service to log, manage and upload files for IBM Support Cases?

Thanks

Vikesh, 

The needs are broad and can vary widely by the issue and generally are not gathered via REST or XMI management interfaces, but more commonly, from the CLI itself.

Generally speaking, there are some basics IBM will always want to know.  They'll definitely need to know what kind of appliance and what version of firmware you have. So, these three CLI statments should likely be run and gathered to submit with your case:

show firmware

show memory

show cpu

They also generally request an error report gathered just after an occurrence of whatever the issue is, provided this is useful for diagnosing the case.

They may ask for diagnostic data with special instructions performed on the CLI.

So, unfortunately, there is no absolute set of things to do.   I would definitely suggest looking into existing tools:

• If you have DPOD, it has a must-gather utility and probably the easiest thing to do.   It's just a simple one-liner command.
• If the problem exists on more than one appliance, KumbaSoft's DPAA has an aggregated CLI tool.  That is, connect to 1, 2, or 10 appliances, then run a CLI command.  It runs the command across all of an arbitrary selection of appliances at the same time and gives you a tool to gather all outputs to the clipboard in one click.  You can just paste the output into the case.  You can also write, save, and run CLI scripts to save time in the future.   This tool makes it easy to generate error reports and create log targets and extract log files in a few clicks as well.   If you don't have DPOD, definitely look into DPAA.
• You could also look into dpBuddy.  They have a multi-appliance command line tool as well that can make gathering information easy.  If you don't have DPOD and prefer the command line, dpBuddy might be a good choice.

You can definitely write your own toolset, but I suspect the overall cost of designing, coding, testing and maintaining your own will exceed the costs of any of the above.   

Unless you have a lot of appliances and are constantly filing cases, at the end of the day, you really just need to connect to the CLI and write CLI as requested by IBM.  You may still need to generate error reports and grab some logs, but it doesn't come with an annual subscription!