In order to expedite problem determination and resolution, there are some items that should be collected and delivered to IBM support, upon opening a Problem Management Record (PMR). This TechNote will document the most common items.
Depending on the nature of the issue, various pieces of information should be gathered. They include:
1. A very detailed description of the problem; including screen shots of the error, and what the user was doing before the problem happened. Additionally, if the problem is reproducible, please send step by step instructions on how to reproduce the problem.
2. IMS Logs:
v8.0 and v8.0.1 - [IMS Install Dir]\ims\logs
v8.1 and v8.2 - [Websphere_Home]\AppServer\profiles\ProfileName\logs\AppserverName
3. AccessAgent Logs:
v8.1 and earlier = c:\program files\encentuate\logs
v8.2 = c:\program files\ibm\isam esso\aa\logs
*note: Loglevel must be set to 3 or higher in the registry
v8.1 and earlier:
4. If a profiling issue, please attach a copy of the profile (EAS).