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Exchanging information with IBM Technical Support for problem determination
 Technote (troubleshooting)
 
Problem(Abstract)
For problem determination to begin on your Problem Management Report (PMR), follow one of the convenient methods below to submit diagnostic information to IBM WebSphere Business Integration Technical Support.

Submit your files to the IBM Enhanced Customer Data Repository (ECuRep) by way of e-mail, FTP, or Service Request (SR). To save time, you can use the IBM Support Assistant (ISA) to automate file submission.
 
Resolving the problem
Diagnostic information such as log files and configuration files can be sent to IBM Technical Support in any one of the following ways:
Collect and submit files using ISA and SR
Attach files to a PMR using SR
E-mail files directly to ECuRep
FTP files directly to ECuRep

You can also receive files from IBM Technical Support with ECuRep.

Notes:
  • Do not submit files until you have opened a problem record (PMR) using SR or directly calling the support center.

  • For help with ECuRep, see IBM EMEA Centralized Customer Data Store Service.

  • If you are a z/OS® client, and would like to compress your datasets, you can download and use the TRSMAIN utility.

  • Your files will be deleted seven (7) days after the PMR is closed.

Collect and submit files using ISA and SR

The IBM Support Assistant provides an interface to the Service Request (SR) tool so that you can easily send data to ECuRep and update your PMR when the data arrives. The Support Assistant will also simplify opening the PMR.


Attach files to a PMR using SR

The SR tool allows you to submit and manage Problem Management Records on demand: 24 hours a day, seven days a week, 365 days a year. For more information see Using the Service Request tool for managing PMRs.

Customers that are registered and on an authorized caller list:
  1. Sign onto SR.

  2. On the Welcome page, enter the PMR number in the Enter a report number field and click Go.

  3. Scroll down to the Attach Relevant File field.

  4. Click Browse to locate the log or trace file that you want to submit to IBM Support.

  5. Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR.


E-mail files directly to ECuRep

For select IBM products you can attach your diagnostic data to a note and e-mail it to the IBM Enhanced Customer Data Repository (ECuRep) Mail Gateway. If the data you send (outputs, traces, compressed file, and so on) is less than 30 MB, you can e-mail it to IBM Technical Support by performing the following steps:
  1. Create an e-mail message using the following address:

    websphere_support@ecurep.ibm.com

  2. Your PMR number, separated by commas, must appear somewhere in the Subject line:

    optional_text xxxxx,bbb,ccc optional_text

    Where,
    xxxxx  is the PMR number
    bbbis the Branch
    cccis the Country code
    textis any other text

    Examples:

    12345,055,000
    12345,055,000 - requested traces
    PMR # 12345,055,000
    PMR # 12345,055,000 - odstat.txt and logs
    PMR 12345 055 000 here are the testcase files

    Note: If you do not already have a PMR number, put the product name in the Subject string.

  3. In the body of the message, put a brief description of the problem symptoms and describe the files you have sent in.

  4. Attach the files, outputs, information, or compressed file to the message.

  5. You will receive an automated reply once your e-mail is processed. If your e-mail cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.


Notes: Depending on your internet connection and e-mail server, allowable attachment file might be significantly less than the 30 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.

Learn more about the ECuRep Mail gateway.


FTP files directly to ECuRep

The ECuRep FTP site is the replacement for the old testcase FTP site. To submit files using FTP, you will need your Branch and Country code associated with the PMR record. Your Branch and Country code is part of the PMR record identifier; also known as the PMR number. See PMR naming convention in step 7 below.

How to submit files to the FTP server:
  1. From a command prompt, terminal window, or FTP client, FTP to the following site:

    ftp ftp.emea.ibm.com

  2. Login as anonymous.

  3. Enter your e-mail address as the password.

  4. Change your directory to the /toibm directory by entering the following command:

    cd toibm

  5. Change to one of the subdirectories

    cd Windows

  6. Enter the following command to enable binary mode for the FTP session:

    binary

  7. Use the following file naming convention to name your file and put it on the server.

    Caution: The file must use this format to be associated with the PMR; this is the complete PMR record number. Using any other file name will cause the file to be deleted.

    Enter your PMR record information and file type:

    xxxxx.bbb.ccc.yyy.zzz

    Where,
    xxxxx  is the PMR number
    bbbis the Branch
    cccis the Country code
    yyyis a unique file name
    zzzis the file type or file extension

    For example:

    12345.055.000.admin_server_log_11_May_06.zip

    Note: You should compress the file to be transferred using ZIP or TAR format.

  8. Enter the following command to end your FTP session:

    quit




Notes:
  • IBM technical support representatives can provide information back to you through FTP in a different directory.

  • You can send a file (for example, using the put or mput command), but you cannot update it. So, you will need to create a new file with a unique name. Include your PMR number as part of the file name.

Learn more about Secure FTP:

Receiving files from IBM Technical Support

Occasionally IBM Technical Support needs to make files available for customer download. In the event that you need to pull a file from the IBM FTP site, use the following instructions and the exact filename name provided by your IBM support representative:
  1. From a command prompt, terminal window, or FTP client, FTP to the following site:

    ftp ftp.emea.ibm.com

  2. Login as anonymous.

  3. Enter your e-mail address as the password.

  4. Change your directory to the /fromibm directory by entering the following command:

    cd fromibm




  9. cd fromibm


  10. Enter the following command to enable binary mode for the FTP session:

    binary

  11. Enter the following command to download the data from the server:

    get file.name

  12. Enter the following command to end your FTP session:

    quit

 
 
Cross Reference information
Segment Product Component Platform Version Edition
Business IntegrationWebSphere Business Integration WorkbenchGeneralWindows
Business IntegrationWebSphere Business Integration Workbench ServerGeneralAIX, Solaris, Windows
Business IntegrationWebSphere Business ModelerGeneralWindows
Business IntegrationWebSphere Business Modeler AdvancedGeneralWindows
Business IntegrationWebSphere Business Modeler BasicGeneralWindows
Business IntegrationWebSphere Business Modeler Publishing ServerNot ApplicableWindows
Business IntegrationWebSphere Business MonitorGeneralAIX, Windows
Business IntegrationWebSphere Adapters
CommerceWebSphere Commerce Enterprise
CommerceWebSphere Commerce Business Edition
CommerceWebSphere Commerce Developer Business Edition
CommerceWebSphere Commerce Developer Enterprise
CommerceWebSphere Commerce Developer Express
CommerceWebSphere Commerce Developer Professional Edition
CommerceWebSphere Commerce Professional Edition
CommerceWebSphere Commerce - Express
 
 

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Document information
 Product categories:
 Software
 Commerce
 Other Commerce
 WebSphere Commerce Enterprise
 Operating system(s):
  AIX, HP-UX, Linux, Solaris, Windows, z/OS
 Software version:
  6.0, 6.1, 6.2
 Reference #:
  1245581
 IBM Group:
 Software Group
 Modified date:
 2008-08-12

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