Logging a Security Support Case

Before you log a support case, ensure you have either part or all of the following information to help Support investigate your case:

• If possible, provide a diagnostic data bundle following the instructions in Collecting and Sending Diagnostic Data to Cloudera.
• Provide details about the issue such as what was observed and what the impact was.
• Provide any error messages that were seen, using screen capture if necessary & attach to the case.
• If you were running a command or performing a series of steps, provide the commands and the results, captured to a file if possible.
• Specify whether the issue took place in a new install or a previously-working cluster.
• Mention any configuration changes made in the follow-up to the issue being seen.
• Specify the type of release environment the issue is taking place in, such as sandbox, development, or production.
• The severity of the impact and whether it is causing outage.