IBM Support Assistant Lite for Rational Team Concert v3.0

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Abstract

This document describes how to use the IBM Support Assistant Lite (ISA Lite) for IBM Rational Team Concert 3.0. ISALite is a tool that provides an automated way to gather troubleshooting data needed for the Rational support team to analyze problems. This tool can be used with the following list of products: Rational Team Concert 3.0.x , Rational Requirements Composer 3.0.x and Rational Quality Manager 3.0.x

Content

IBM Support Assistant Lite (ISALite) for Rational Team Concert 3.0 is a small, download-able package that allows you to automate data collection steps when data are requested by Rational support team. This particular package is specific to Rational Team Concert 3.0.x product, as well as the products listed below. The tool will gather initial data needed for troubleshooting your problems with the product.

Additional products this tool gathers data for are:

  • Rational Quality Manager 3.0.1+
  • Rational Requirements Composer 3.0.1+

Tool usage and what is collected are described below.





Prerequisites

  • You need an IBM ID and password to download ISA Lite. Register here if you do not already have one.
  • You need Java JRE 1.4.2 or greater on your machine to run ISA Lite
    • A valid JDK is generally available if you had Installation Manager, Jazz server, or any Rational Eclipse based product installed on your system. Some common locations:
      • <Installation Manager Install Location>\eclipse\jre_5.0.3.sr8a_20080811b\jre
      • <RationalSDLC location>\common\JAVA5\jre
      • <RationalSDLC location>\jdk\jre
      • <Jazz_Team_Server location>\server\jre

Downloading and Launching ISA Lite
  1. Download ISA Lite for Rational Team Concert 3.0 from: https://www.ibm.com/services/forms/preLogin.do?source=swg-isalite&S_PKG=isalrtc3
  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 ISALiteforRationalTeamConcert_3.0_20110819.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. You can also set JAVA_HOME first:
      • set JAVA_HOME=<your full path to Java> This path should point to the bin directory in your Java installation, containing java.exe.
      • Example: set JAVA_HOME=C:\Program Files\IBM\RationalSDLC\common\JAVA5.0\jre
      • Once this is completed, run: runISALite.bat or runISALite.bat -console to run in console mode.

    Linux / Unix
    1. Execute : chmod a+x *.sh to ensure all the .sh files in ISALite folder can be executed.
    2. If Java is not available on your path, ISA Lite will prompt you for the path. You can also set JAVA_HOME first:
      • In ksh: export JAVA_HOME=<your full path to Java> This path should point to the bin directory in your Java installation, containing java
      • Example: export JAVA_HOME=/opt/IBM/JazzTeamServer/server/jre
    3. If you are running in a desktop environment: run: ./runISALite.sh
    4. 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. Details for each collector are listed below.
  2. Fill in the Filename field.
  3. Click the Collect Data button to start data collection.
    • (Optional) Click on "Show execution details" to see the collector execution details.
  4. When finished, simply close the window.


Collection Task Overview




Jazz Based Client General Collector

Use this collector to gather initial information relating to issues on Jazz based clients. This collector needs to be run on the same system as your jazz client.

This collector does not modify your system.

Data Collected:

This data collector will gather the following contents when running on the client machine.

  • IBM Installation Manager information:
    Folder
      File
    Description
    /IM *.* Installation Manager Data - if found. See this technote for more details.
  • Eclipse configuration and workspace information for the Jazz client.
    Folder File Description
    /Jazz_Client/Eclipse Configuration information from the jazz/eclipse directory
    configuration/*.ini , *.log Initialization and log files.
    configuration/org.eclipse.update/*.* Subdirectories without image or .jar / .zip files
    configuration/org.eclipse.core.runtime/*.* Subdirectories without image or .jar / .zip files
    configuration/org.eclipse.debug.core/*.* Subdirectories without image or .jar / .zip files
    configuration/org.eclipse.equinox.simpleconfiguration/*.* Subdirectories without image or .jar / .zip files
    configuration/org.eclipse.osgi/*.* if .lazy* is found, then collect
    runtime/*/logs/*.* Runtime logs
    plugins/PLUGIN_DIR_LIST.txt Directory listing of the plugins directory
    features/*.* Top level contents in features directory
    links/*.* Eclipse links.
    /Jazz_Client/WORKSPACE/<flatten_path_of workspace_location> Contents from the most recent workspaces
    .metadata/*.* Top level files in .metadata
    .metadata/.plugins/org.eclipse.core.runtime/.settings Configuration settings
    .metadata/.plugins/DOT_PLUGIN_DIR_LIST.txt Directory listing of .metadata/.plugins directory
    .jazz3/.flags/JAZZ_FLAGS_DIR_LIST.txt Directory listing of .jazz3/.flags directory
    /<user_home>/IBM/... .log Requirements composer browser logs

Walk Through
Information Panel
This panel describes what information is being gathered. Select OK to continue.


Prompt for Jazz client install location
The script will search for all Rational Team Concert and Requirements Composer clients that has been installed by means of IBM Installation Manager. If one has been found, then tool continues without prompting. If multiple product clients has been found, a drop-down listing of all the clients available, as well as a directory selection field is displayed for you to select or provide an alternative path to your Jazz Client.

If your Jazz client was installed by means of unzipping the product, you can specify the Eclipse directory that was part of the unzipped product. This directory should contain an "configuration" directory.

Click OK to continue. The collector will gather data then request feedback and provide upload options.

Continue to
Data Collector Completion Options & Uploads for additional information.





Jazz Based Server Collector for Tomcat


Use this collector to gather troubleshooting information for general Rational product issues that are running on Tomcat server. The collector needs to be run on the same machine as the server.

This collector does not modify your system.

Data Collected:

This data collector will gather the following contents when running on the server machine.

  • Jazz server information
    Folder File Description
    /<product_install>/server
    *.properties, *.log Basic properties and logs.
    logs/*.* All the contents of logs directory including subdirectories.
    conf/*.* All the contents of conf directory, including subdirectories.
    backup*/*.* Most recent backup* directory and all its contents. This is for migration issues.
    /<product_install>/server/tomcat Tomcat contents
    webapps/jts/WEB-INF/web.xml jts app web.xml
    webapps/jts/WEB-INF/built-on.txt jts build information
    webapps/ccm/WEB-INF/web.xml ccm app web.xml
    webapps/ccm/WEB-INF/built-on.txt ccm build information
    conf/*.* All the contents of conf directory, including subdirectories
    logs/ See below. If logging.properties file is not available, collects most recent : catalina*, admin*, host-manager*, manager*, localhost* file from logs directory.
    • Files specified by log4j.appender.file.File property in <product install>/server/log4j.properties.
    • Files specified by <product_install>/server/tomcat/conf/logging.properties. The collector gathers most recent file of a given prefix.
      • Code might not work property if directory value specified by FileHandler.directory contains substitution strings other than ${catalina.base} or is relative path.
      • If logging.properties is not found, default collects most recent catalina*, admin*, host-manager*, manager*, localhost* from the <product_install>/server/tomcat/logs directory
  • Eclipse information for the jazz app instance installed if found: <product_install>/server/tomcat/work/Catalina/localhost/<app>/eclipse, where <app> can be: cpa, jts, ccm, rm, qm, and/or converter.
    Folder File Description
    /work_Catalina_localhost/<app>/Eclipse Configuration information from the eclipse instances of the app directory. These app can be: cpa, jts, ccm, rm, qm and converter
    configuration/*.ini , *.log Initialization and log files.
    configuration/org.eclipse.update/*.* Subdirectories without image or .jar / .zip files
    configuration/org.eclipse.core.runtime/*.* Subdirectories without image or .jar / .zip files
    configuration/org.eclipse.debug.core/*.* Subdirectories without image or .jar / .zip files
    configuration/org.eclipse.equinox.simpleconfiguration/*.* Subdirectories without image or .jar / .zip files
    configuration/org.eclipse.osgi/.lazy.*
    runtime/*/logs/*.* Runtime logs
    plugins/PLUGIN_DIR_LIST.txt Directory listing of the plugins directory
    /work_Catalina_localhost/<app>/WORKSPACE Workspace contents from:
    <product_install>/server/tomcat/work/Catalina/localhost/<app>/eclipse/workspace
    <flatten_path>/.metadata/*.* Top level files from .metadata directory
    <flatten_path>/ .metadata/.plugins/org.eclipse.core.runtime/.settings Configuration settings
    <flatten_path>/ .metadata/.plugins/DOT_PLUGIN_DIR_LIST.txt Directory listing of .metadata/.plugins directory
    <flatten_path>/ .jazz3/.flags/JAZZ_FLAGS_DIR_LIST.txt Directory listing of .jazz3/.flags directory

Walk through
Information Panel
This panel describes what information are being gathered. Select OK to continue


Prompt for Jazz server install location
The script will search for all Rational Team Concert, Requirements Composer and Quality Manager servers that has been installed via installation Manager. If one has been found, then tool continues without prompting. If multiple product installs (or versions) has been found, a drop down listing of all the server available, as well as a directory selection field is displayed for you to select or provide an alternative path to your Jazz server.

If your Jazz server was installed via unzipping the product, you can specify the server directory that was part of the unzipped product. This directory should contain an "tomcat" directory.

Click OK to continue. The collector will gather data then request feedback and provide upload options.

Continue to
Data Collector Completion Options & Uploads for additional information.



Jazz Based Server Collector for WebSphere Application Server

Use this collector to gather troubleshooting information for general Rational product issues that are running on WebSphere Application Server. The collector needs to be run on the same machine as the server.

This collector does not modify your system.

Data Collected:

This data collector will gather the following contents when running on the server machine.

  • IBM Installation Manager information:
    Folder
      File
    Description
    /IM *.* Installation Manager Data - if found. See this technote for more details.

  • WebSphere Application Server configuration information
    Folder File Description
    /WAS_COLLECTION
    versionReport.html WebSphere Application Server version information from: <WAS_location>/bin/genVersionReport
    genVersionReport_run.txt Output of version report run
    WAS_java_version.txt WebSphere Application Server Java version from : <WAS_location>/java/bin/java -version
    Most recent backup* directory and all its contents. This is for migration issues.
    /WAS_COLLECTION/profiles */server.xml All server.xml that is found in the <WAS_location>/profiles
    */logs/*.* Contents of all logs directory found under <WAS_location>/profiles/*
    ../*_war.ear/*.war/WEB-INF/built-on.txt All jazz build information found under <WAS_location>/profiles/*/installedApps

  • Jazz server information . Jazz server as specified by JAZZ_HOME
    Folder File Description
    /<jazz_location>/server
    *.properties, *.log Basic properties and logs.
    logs/*.* All the contents of logs directory including subdirectories.
    conf/*.* All the contents of conf directory, including subdirectories.
    backup*/*.* Most recent backup* directory and all its contents. This is for migration issues.

Walk through
Information Panel
This panel describes what information are being gathered. Select OK to continue



Prompting for WebSphere Application Server install location
The script will search for all WebSphere Application Server instances that has been installed on your system. If one has been found, then tool continues without prompting.

If multiple product installs (or versions) has been found, a drop down listing of all the server available for you to select. Please select one that contains the jazz server application.

If no WebSphere Application Server server were found on your system, please supply with the information. This should be the AppServer directory.

Prompting for JAZZ_HOME.
The code searches for JAZZ_HOME location base on WebSphere Application Server server configuration in server.xml.

If no JAZZ_HOME was found, please specify the directory that contains the server application location. This is generally found in the same directory as repotools, and should contain the "jazz" directory.

Click OK to continue. The collector will gather data then request feedback and provide upload options.

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.



Cross reference information
Segment Product Component Platform Version Edition
Software Development Rational Quality Manager General Information Linux, Windows 3.0.1
Software Development Rational Requirements Composer General Information Windows, Linux 3.0.1

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Document information


More support for:

Rational Team Concert
IBM Support Assistant

Software version:

3.0, 3.0.1

Operating system(s):

Linux, Windows

Reference #:

1455421

Modified date:

2011-12-02

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