---
title: Gathering support information
description: Use these best practices to gather information for working with Ping support to resolve issues.
component: davinci
page_id: davinci:davinci_best_practices:davinci_best_practices_gathering_support_info
canonical_url: http://docs.pingidentity.com/davinci/davinci_best_practices/davinci_best_practices_gathering_support_info.html
revdate: February 27, 2025
section_ids:
  gather-environment-information: Gather environment information
  gather-flow-specific-information: Gather flow-specific information
---

# Gathering support information

Use these best practices to gather information for working with Ping support to resolve issues.

## Gather environment information

Find the environment and organization details in PingOne:

1. In the PingOne admin console, go to **Settings > Environment Properties**.

2. Copy the **Environment ID** for later reference.

3. Copy the **Organization ID** for later reference.

## Gather flow-specific information

If your issue involves a specific flow, gather information about the flow:

1. Export the flow as JSON:

   1. In DaVinci, go to **Flows**.

   2. Click the flow you want to export.

   3. Click **⋮ > Download Flow JSON**.

   4. Clear **Include Variable Values**.

   5. Click **Export**.

2. Capture an HTTP trace of the flow, following the [HTTP tracing best practices](https://support.pingidentity.com/s/article/HTTP-Tracing).

3. If the flow is a sample flow created by Ping, note any customization you applied to the flow.

4. If the flow is custom, describe the use case, the intended method of operation, and, if possible, the section or sections causing problems.

5. Update the logging settings to gather additional information:

   1. In DaVinci, go to **Flows**.

   2. Click the flow, then click **⋮ > Flow Settings**.

   3. Click the **Logging** tab.

   4. Set the **Log Level** to **Debug**.

   5. If the flow normally contains sensitive information, select **Scrub Sensitive Information**.

6. If you can identify specific flow executions or nodes where the problem occurs, gather information about the specific error:

   1. In DaVinci, go to **Flows**.

   2. Click the flow.

   3. Click **Analytics**.

   4. In the timeframe selector, select a timeframe that includes the relevant executions.

   5. In the **Events Logs** section, select a search parameter and locate a flow execution affected by the error.

   6. Note the **Flow Execution ID**.

   7. If possible, note the **User ID** or **User Name** of the user associated with the flow execution.

   8. If you can identify the node or nodes causing the error, take a screenshot of the node. Locate the response event for the node and note any additional details such as error codes or messages. If it's a PingOne connector, note the **Correlation ID** for the node execution.