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IBM Support Assistant Lite for Rational ClearCase v7.1

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Abstract

This document describes how to use the IBM Support Assistant Lite (ISA Lite) for IBM Rational ClearCase V7.1. This is a tool that provides an automated way for you to gather initial data needed for the Rational support team to analyze problems.

Content

ISA Lite for Rational ClearCase v7.1 is a customized subset of the IBM Support Assistant Workbench that provides automated data collection capability specific for Rational ClearCase V7.1. If you do not have IBM Support Assistant Workbench installed and need to provide information for our support team, you can use this to quickly gather information using ISA Lite for Rational ClearCase V7.1.

This package contains the following data collection options:


Rational ClearCase
    General
    • Installation Manager Collector
    • ClearCase General Collector - Full
    • ClearCase General Collector - Quick
    • FlexLM Collector
    • WinMSD Collector (Windows)
    CM Server
    • General Change Management Server Collector
    • Server Configuration Collector
    • Server Processes Trace Collector
    CCRC Client
    • ClearCase Remote Client Trace Collector

At the end of data collection, you'll have an option to send the data directly to IBM, or to a different location. This is optional. To check what has been collected, extract the .zip file that is created when the collector completes.

Details of what is collected as well as collector walk through are described below.



Prerequisites
Downloading and Launching ISA Lite
Using ISA Lite
Details: General Collectors
Details: CM Server Collectors
Details: CCRC Client Collectors
Details: ClearCase Remote Client Trace Collector
Data Collector Completion Options & Uploads


Prerequisites

  • You need an IBM ID and password to download ISA Lite. Register here if you do not already have one.
  • Please use the JAVA JRE that is provided with ClearCase to run ISALite

Downloading and Launching ISA Lite
  1. Download ISA Lite for Rational ClearCase V7.1 from: https://www.ibm.com/services/forms/preLogin.do?source=swg-isalite&S_PKG=isal131rcc71
  2. Extract the .zip file in a folder.
    • If your platform does not have unzip utility, you can use jar to unzip file: jar xf ISALiteforRationalClearCase_7.1_20110923_134.zip
  3. In the same folder, cd ISALite
    Windows:
    1. If Java is available in your path , simply run: runISALite.bat
    2. If Java is not available on your path, ISA Lite will prompt you for the path. This path should contain a "bin" or a "jre" directory. You can also set JAVA_HOME before running ISA Lite:
      • Example: set JAVA_HOME=C:\Program Files\IBM\RationalSDLC\common\JAVA5.0
      • Once this is completed, run: runISALite.bat or runISALite.bat -console to run in console mode.

    Linux / Unix
    1. In ksh: chmod a+x *.sh to ensure .sh files in ISALite folder can be executed.
    2. If Java is available in your path , simply run: ./runISALite.sh
    3. If Java is not available on your path, ISA Lite will prompt you for the path. This path should contain a "bin" or a "jre" directory. You can also set JAVA_HOME before running ISA Lite:
      • Example (in ksh) export JAVA_HOME=/opt/rational/common/java
      • If you are running in a desktop environment: run: ./runISALite.sh
      • If you are running in a console / terminal environment, run: ./runISALite.sh -console


Using ISA Lite (non-console mode)
  1. Select a data collector to run.
  2. Fill in the Filename field.
  3. Click the Collect Data button to start data collection.
  4. (Optional) Click on "Show execution details" to see the collector execution details.
  5. When finished, simply close the window.

Using ISALite (silent option)
To automate ISA collection and/or to run silently, please review the following two documents that discuss performing a silent recording, and a silent playback via command line:

http://www.ibm.com/support/docview.wss?uid=swg27017356
see section : Using ISALite for Remote Collection / "To further simplify ..."

http://www.ibm.com/developerworks/websphere/techjournal/0809_supauth/0809_supauth.html
see : "Silent Collection"

Using this technique you can record an ISA execution, and subsequently playback via command line silently.

General Collectors

These are the set of collectors that deals with general ClearCase issues.


    Installation Manager Collector
      Use this collector for general IBM Installation Manager issues. This can be used to collect information when running into install issues on products that leverages IBM Installation Manager as an install platform.

    Full Collector - Full System and CC data collection

      Use this collector to gather general ClearCase and system information, including WinMSD (if windows), or full lsview / lsvob. Its recommended that you run this with administrator privileges. This will enable files to be collected that may not be accessible by regular account. Error can occur due to inability to gather restricted files.

    Quick Collector - System and CC data collection

      Use this collector to gather general ClearCase and system information. This includes slightly less information than the Full collector. Its recommended that you run this with administrator privileges. This will enable files to be collected that may not be accessible by regular account. Error can occur due to inability to gather restricted files.

    FlexLM Collector


    Use this collector for Rational Common Licensing issues. The data collected provides our support team initial information to assess FlexLM licensing issues.

    WinMSD Collector

      This is a Windows only data collector. Use this collector to gather WinMSD information on your system.



CM Server Collectors

These are the set of collectors that is use with the ClearCase Change Management Server.

    General Change Management Server Collector
      Use this data collector to gather information for general issues relating to change management server . This includes change management server configuration, IBM Installation Manager as well as information related to embedded WAS. Its recommended that you run this with administrator privileges.
      • Detailed description: General Change Management Server Collector

    Server Configuration Collector

    Server Processes Trace Collector
      Use this data collector to enable process trace on the Change Management Server. User will be prompted to recreate the server issue found, and when completed, to continue with the data collection tool to disable trace settings and gather information. Its recommended that you run this with administrator privileges. This data collector WILL restart your Change Management Server to enable and disable trace settings.


CCRC Client Collectors

This is the collector that is to be used with issues with ClearCase Remote Client.


    ClearCase Remote Client Trace Collector
      This data collector is used for reproducing problems with ClearCase remote client (CCRC) issues. The data collector will prompt user to launch the selected CCRC product with tracing enabled and debug options. When user completed error reproduction, continue with the data collection so that collector will reset appropriate trace settings and collect data. Its recommended that you have administrator access so that trace settings on common component can be set.


Details: ClearCase Remote Client Trace Collector
This data collector is used for reproducing problems with ClearCase remote client (CCRC) issues. The data collector will prompt user to launch the selected CCRC product with CM API tracing enabled and debug options. When user completed error reproduction, continue with the data collection so that collector will reset appropriate trace settings and collect data.
    CM API Trace settings:
    • File modified: <JDK found>/lib/logging.properties
    • Settings to enable trace:
        • com.ibm.rational.stp.common.internal.util.CMLogger.level = INFO
        com.ibm.rational.stp.common.internal.util.LogHandler.pattern = %h/CMLogger%g.log
        com.ibm.rational.stp.common.internal.util.LogHandler.limit = 20000000
        com.ibm.rational.stp.common.internal.util.LogHandler.count = 20
        com.ibm.rational.stp.common.internal.util.LogHandler.append = true
        com.ibm.rational.stp.common.internal.util.LogHandler.formatter = java.util.logging.SimpleFormatter
        com.ibm.rational.stp.common.internal.util.CMTracer.level = FINER
        com.ibm.rational.stp.common.internal.util.TraceHandler.pattern = %h/CMTracer%g.log
        com.ibm.rational.stp.common.internal.util.TraceHandler.limit = 20000000
        com.ibm.rational.stp.common.internal.util.TraceHandler.count = 20
        com.ibm.rational.stp.common.internal.util.TraceHandler.append = true
        com.ibm.rational.stp.common.internal.util.TraceHandler.formatter = java.util.logging.SimpleFormatter
    • Settings to disable trace:
        • com.ibm.rational.stp.common.internal.util.CMTracer.level = OFF

    Debug trace for CCRC (.options) :
    More information about enabling trace for CCRC is documented here:
    IMPORTANT: The tool updates logging.properties of the JDK used for the web client to enable / disable trace.
    • JDK is searched in following order: -vm from product.ini file , <product_install>/jdk/jre. If these does not result in a valid JDK, user will be prompted.
    • You'll need to run this collector with appropriate access as it modifies the logging.properties file which may have access restrictions.


Data Collected

    This data collector only executes only if user has provided a valid CCRC location. Default locations has been provided base on Installation Manager and registry information.

    FolderFile Description
    /enable_settings


    		.optionsThe .options file created with debug information to be launched with the CCRC

    		cmapi_enableLogging.properties(Only if valid VM is found) Attributes used to enable trace in logging.properties file.

    		logging.properties.<timestamp>(Only if valid VM is found) Backup file of the existing logging.properties file

    		logging.properties(Only if valid VM is found) New logging.properties file. This should have logging.properties with trace enabled.
    /disable_settings


    		cmapi_disableLogging.properties(Only if valid VM is found) Attributes used to disable tracing from logging.properties file

    		logging.properties(Only if valid VM is found) New logging.properties file. This should have logging.properties with trace disabled.
    /USER_HOME


    		CMTrace*.log, CMLogger*.logTrace and logging data that's found in ${user.home}.
    /ccrc_client_trace.txt or ccrc_client_trace.logThe trace output file. The value is retrieved from the .options file with key = com.ibm.rational.clearcase/client_trace/file_name

    Recent workspace .metadata information is also collected. (NOTE: if file is not found, it will not be collected)

    FolderFile Description
    /ccrc/WORKSPACE/<recent _workspace_path>/.metadata*.*All files at the top level of .metadata directory
    <metadata>/.plugins/org.eclipse.core.runtime/.settings*.* & nested filesAll the contents within the .plugins/org.eclipse.core.runtime/.settings directory.
    This folder is relative to the .metadata folder
    <metadata>/.pluginsDOT_PLUGIN_DIR_LIST.txtDirectory listing for the .plugins directory
    <metadata>/.jazz3/.flagsJAZZ_FLAGS_DIR_LIST.txtDirectory listing for the .jazz3/.flags directory


Detailed Walk Thru for "ClearCase Remote Client Trace Collector "

Introduction

    The collector will first inform you what it is going to collect. Click OK, to proceed



Select the CCRC instance.
    The collector then prompts you to select the CCRC instance that you have a concern with.

    This list is determined from IBM Installation Manager or default locations for legacy installed. If you had unzipped CCRC onto an existing Eclipse instance, you'll need to select "Others (specified below)", and fill in the full path to the eclipse.exe (or eclipse) that you are using.

    If the collector cannot determine what CCRC you are using base on the information available on the system, you'll get a slightly different dialog. Again, please fill in the full path to the eclipse.exe or eclipse that you are using.

Select JDK you are using.

    You'll need to specify the JDK you are using if the collector cannot determine this information from the CCRC you've selected.
    Please specify the full path to the JDK that contains a bin and a lib directory.


Reproducing the Problem and Data Collection
    Here all the setup are completed, and the tool prompts you to recreate the problem. If you are running ISA Lite GUI - the tool will launch the CCRC instance for you. If you are not running ISALite GUI, you'll have to manually launch CCRC with -debug option.

    Click OK to launch CCRC with -debug options. Click Skip if you want to skip this step.

    When you've completed re-creating the problem, please exist CCRC.

    Click OK to continue. This will disable trace settings and collect trace and workspace data.


The collector will run to completion and request feedback and ftp options.

Please continue to Data Collector Completion Options & Uploads for additional information.


Data Collector Completion Options & Uploads

When the collector is completed, it will request feedback about ISA. Select Yes, to provide feedback. Select No to continue.

You'll also be provided with data upload options. This will allow you to send the collected data to IBM or another location via FTP or HTTPS.

IMPORTANT: To upload information to IBM, you'll need to have a PMR number. This is obtained when you work with our support team. If you do not have a PMR number, but do have support contract, you can leverage the Software Support page to open a service request and included the collected data with the service request.


IBM Service Request Page: https://www.ibm.com/support/servicerequest/

The upload options are:

  • Send the Logs to IBM using secure transfer (HTTPS). You'll need an PMR number to transfer the data to IBM. This sends the collected data to IBM Support team through the HTTPS protocol.
  • FTP the Logs to IBM Support (unencrypted). You'll need an PMR number to transfer the data to IBM. This sends the collected data to IBM Support team through the FTP protocol. This is a less secure option.
  • FTP the Logs to a Different Location (unencrypted) This allows you to send the collected data to another location via FTP. You'll need to provide the target FTP location and appropriate authentication to access it.
  • Do Not FTP the Logs. Do nothing.

Click OK to continue. If you choose options other than 4 above, you will need to fill in additional information required to complete the upload.

When the collector completes, the .zip file is created at the location specified in Output File name. You can use any unzip tool to extract the files to examine the content of collected data.

[{"Product":{"code":"SSSH27","label":"Rational ClearCase"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"IBM Support Assistant","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"7.1","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]

Document Information

Modified date:
23 June 2018

UID

swg21407512

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