IBM Support

Collecting Data: Read First for ITCAM for Application Diagnostics

Troubleshooting


Problem

For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs), particularly if the data is gathered before opening the PMR with IBM® Support.

Resolving The Problem

Collecting data early, even before opening the PMR, helps IBM® Support quickly determine if:

  • Symptoms match known problems (rediscovery).
  • There is a non-defect problem that can be identified and resolved.
  • There is a defect that identifies a workaround to reduce severity.
  • Locating root cause can speed up a development code fix.
Table of contents:

Gathering Component Specific Information
Gathering General Information
Submitting Information to IBM Support
On-line Self-Help Resources
Related Information
Gathering Component Specific Information
Use the following table to help determine what documentation should be collected based on the problem that is occurring.

Abbreviations and Definitions:

HTTPAGENT ITCAMfAD Agent for Web Servers (TEMA only)
J2EEAGENT ITCAMfAD Agent for J2EE (DC + TEMA)
J2EEDC J2EE Data Collector
JVM Java Virtual Machine where Data Collector is running
MS Managing Server
TEMA Tivoli Enterprise Monitoring Agent
TEP Tivoli Enterprise Portal
WAS WebSphere Application Server
WASAGENT ITCAMfAD Agent for WebSphere Applications (DC + TEMA)
WASDC WebSphere Application Server Data Collector (Distributed, z/OS, iSeries)



Problem Occurring : Collect Doc for :
MS Performance Issues MS
Graphical Problems on ITCAMfAD Console MS
ITCAMfAD Console Usage MS



MS-WASDC Connectivity Issues MS, WASAGENT
WAS Data Missing or Erroneous on MS Console MS, WASAGENT



MS-J2EEDC Connectivity Issues MS, J2EEAGENT
J2EE Data Missing or Erroneous on MS Console MS, J2EEAGENT



WAS JVM or WAS TEMA won't Start WASAGENT
WAS JVM Performance issue WASAGENT
WAS Data Missing or Erroneous on TEP WASAGENT



J2EE JVM or J2EE TEMA won't Start J2EEAGENT
J2EE JVM Performance issue J2EEAGENT
J2EE Data Missing or Erroneous on TEP J2EEAGENT



HTTP Server TEMA won't Start HTTPAGENT
HTTP Server Performance issue HTTPAGENT
HTTP Server Missing or Erroneous Data on TEP HTTPAGENT

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Gathering General Information

For supported levels of ITCAM for Application Diagnostics (ITCAMfAD), you can use IBM Support Assistant (ISA) to capture general information. Alternatively, you can manually collect the general information. Review the corresponding technical document (below) related to the specific problem.

Entering general information into an electronically-opened PMR using IBM Service Request (SR) eliminates the delay in resolving your problem that results from the time needed to collect and provide the information.

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Submitting Information to IBM Support

If using SR, update the PMR to indicate that data has been sent. If you are using the IBM Support Assistant (ISA) tool, it will allow you to upload data to IBM Support.

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Online Self-Help Resources

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Related Information

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[{"Product":{"code":"SSDTFJ","label":"Tivoli Composite Application Manager for Application Diagnostics"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"--","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"}},{"Product":{"code":"SSDTGT","label":"Tivoli Composite Application Manager for Application Diagnostics on z\/OS"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":" ","Platform":[{"code":"PF035","label":"z\/OS"}],"Version":"7.1","Edition":"","Line of Business":{"code":"LOB35","label":"Mainframe SW"}}]

Product Synonym

ITCAM for AD;ITCAM for Application Diagnostics

Document Information

Modified date:
17 June 2018

UID

swg21443620