Does PEGA have such a script/utility currently, that can be used to gather pertinent information on demand, such as verbosegc logs, application/sever logs, metrics and other necessary information that would be beneficial to PEGA Support teams when opening an SR ?
If there is no existing script that can be used for this, we are looking to create one ourselves, but want to ask the question -- What all would you suggest we gather to allow for the best overall analysis and speedy resolution outcomes, aside from the logs as I mentioned above?
Could you please let us know which app server you are using. As per my knowledge there are no scripts which Pega Support provides to customers for generating gc logs and server logs.
Answering your below query:
"What all would you suggest we gather to allow for the best overall analysis and speedy resolution outcomes, aside from the logs as I mentioned above?"
Please let us know , what is the issue exactly you are facing. If its System Slowness, first thing you need to check for Pega Alert logs and see whether you are getting any particular ALERT in huge number. May be you can check the Rules log for the same time stamp to see what actually caused that.
If its OOM issue, you can go for GC log and can check whether any "Major GC" is occuring or not. You can ignore minor GC's. You can use the below link to upload your GC logs.
I would agree with Shreshta. We have no scripts for this type of data collection and the types of data that will help resolve a problem (log files, screen shots of rule forms, debug enabled, app server configurations, tracer output, fiddler output, etc.) will vary depending on the type of issue.
The PegaRULES log is generally a good idea and for something performance related, the PegaRULES-ALERT log should be helpful. If you've configured something and it's not behaving how you would expect, related rule form screen shots should be provided. I hope that helps.