Providing Okta Support with Helpful System Log Information
Dec 11, 2023
Okta Classic Engine
Okta Identity Engine
Administration
Overview
Applies To
- System Logs
- Debug Data
Solution
The two most important and helpful log details are:
- ExternalSessionId (Found under Event > AuthenticationContext when expanding the log entry).
- Transaction
To find the context of these two IDs, open up the specific system log entry for the error by clicking on the arrow on the left, then click Expand All on the right:
These two strings, along with as detailed of an error as can be provided, will not only vastly improve the speed in which Support will be able to assist, but it will also help Support be proactive in helping to resolve the issue.
In addition, it is almost always helpful to also Grant Access to Okta Support to allow us to review the settings of an application or general org settings proactively. Please keep in mind that we will never alter any settings during any Support Access event.
