What steps can you follow to gather additional information for IBM Rational ClearQuest Support in resolving issues with the ClearQuest Web 7.1.x?
Table of Contents:
Diagnostic Automation with IBM Support Assistant
|You can automate these data collection steps for Windows and UNIX/Linux for ClearQuest V7.1.x.
To do so, install IBM Support Assistant Lite for ClearQuest 7.1.x. You can find download and usage information about this tool in technote 1407905.
The tool provides you with these collector types for ClearQuest Web and CM Server diagnostics:
It is recommended that you run these collectors with administrator privileges.
Default Installation Locations
|These are the default installation directories for Rational home and Rational common components.
If you are using a non-default installation path, keep that in mind when reviewing these instructions.
RATIONAL_COMMON refers to the location where common components are installed.
Note: On some UNIX operating systems, the path might have a lowercase "ibm" directory. You can also access the Rational home and common directories using these symbolic paths:
Basic Verification Information
|Note: With steps 2 through 5, if you do not receive the expected verification that the software is running correctly, take a screenshot or save the message to file for IBM Support.
Gathering Diagnostic Logs for ClearQuest Web on Microsoft Windows
Another way to enable tracing: This is another way that you can enable ClearQuest Core tracing without having to restart the ClearQuest Web service.
You can enable, disable, and change ClearQuest Core trace setting dynamically without having to stop ClearQuest Web. Adding the Reset register key to the ClearQuest Core diagnostic keys. Here is an example of how you set it in the trace file:
Gathering Diagnostic Logs for ClearQuest Web on Linux or UNIX
Change Management (CM) Server Diagnostic Logging and Information
|In some instances, it is necessary to gather diagnostic information on CM Server as well as ClearQuest Web. These sections instruct you on how to prepare this diagnostic information for gathering along with the ClearQuest Web information. You should only follow these instructions at the request and guidance of a ClearQuest Support Engineer.
You can configure CM Server using a variety of different variables called MBean attributes. When experiencing problems with ClearQuest Web or CM Server, it is worth verifying that these attributes are correctly established. Incorrect attribute values can cause problems with the starting or stability of the server processes.
You can send IBM Rational Support a summary of your custom MBean configuration settings with these instructions:
More information on proper MBean configuration
You can find more information about this in these documents:
These are the steps for increasing the logging level detail on CM Server. By changing the logging level, you are increasing the trace output and diagnostic information in the CM Server logs. With these instructions, you will also verify that file count and file size of these logs is sufficient for reproducing a problem during a trace.
Increasing the diagnostic detail can affect system performance. This should only be done for short periods of time. Be sure to restore logging to original settings when such detail is not needed.
These are the steps for restoring the logging levels of CM Server to their original state.
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|Software Development||Rational ClearQuest||CM Server|