My gateway/netprobe crashed, what information do I need to gather first before opening a ticket and reporting the issue to ITRS?

To expedite our investigation here are the preliminary information's or files that we needed from you:

1. a screenshot showing the timestamp of the core file:

   it is important that we get the exact time of the crash to match it against the log file.

2. the gateway or netprobe log file depending on the issue that being investigated.
3. the gateway.setup.xml and its all include files.

4. machine identity

5. if it is a netprobe crash issue that being investigated, we need to know the binary platform.