Collecting and exchanging data: Read First for Jazz for Service Management

Technote (troubleshooting)


Problem(Abstract)

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

Resolving the problem

When you collect troubleshooting data early, it helps IBM® Support to quickly determine if:

  • There are symptoms that 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.
  • There is a root cause that can be located and can speed development of a code fix.

Before you open a Service Request (SR), previously known as a Problem Management Record (PMR), you can gather general information about your problem. You can attempt to isolate the problem to an integration service, its components, or type of failure and gather data specific to that integration service or problem, as outlined in the Getting started tab.
You can then collect the troubleshooting data, as outlined in the Collecting data tab.
After you collect data, you can submit that data to IBM Support, as outlined in the Exchanging data with IBM Support tab.



Gather general information about your environment, including installed integration services, operating system, and middleware. Try to isolate the problem to an integration service, and gather specific information on that integration service; for example, installation failure for the Registry Services database, or an operational failure on the Jazz™ for Service Management application server on which IBM Dashboard Application Services Hub is installed.

Gathering general information

When you enter general information into an electronically-opened SR/PMR by using the IBM Service Request application, it can help eliminate the delay in resolving your problem.

This table outlines the general information that you should gather.

Item

Description

Problem description

Provide a precise description of the problem.

Problematic integration service

Provide the name of the Jazz for Service Management integration service that is causing the problem.

Version

Provide the Jazz for Service Management version, including any fix packs, interim fixes, or test fixes that you have installed.

Installed integration services

Provide the list of other integration services that are installed, and specify whether installed on the same application server.

Dependencies

Provide the following information where applicable:

  • Operating system details including name, version, level, and bitness (32 or 64 bit)
  • Middleware details including middleware type (database or application server), version, and applied fix packs or interim fixes
  • Client details including browser version or mobile operating system
  • Deployed product details including product name, version, and any changes to the product state before the issue first occurred
  • Any other details that might support troubleshooting the issue
Problem reproduction

Provide the steps to reproduce the issue.

Previous troubleshooting activities

Provide information about any troubleshooting activities that you have already performed and their outcomes.

Events and logs

Provide information about how this issue was first flagged and isolated as a Jazz for Service Management issue, including messages, logs, or events.


Isolating the problem by integration service, component, or issue

A problem can be isolated to an integration service, one of its components, or type of failure. You can then gather specific information about that problem and collect data. For example, if it is an installation problem, did it occur while running the launchpad, running a prerequisite scan, or running IBM Installation Manager. Another example might be an operational problem where data is not displayed in a dashboard because of a failure to connect to a data provider.

Problem isolation by integration service or issue

Integration service or issue

More information documents

General installation

Administration Services
IBM Dashboard Application Services Hub
IBM Tivoli Common Reporting
Registry Services
Security Services

To improve the accuracy and completeness of data collection, IBM recommends that you use the problem determination data collection scripts or collecter tools. These scripts and tools can gather the equivalent files as the manual process, and allows you to compress the data for secure transfer to IBM Support.

Availability of data collection tools by integration service

Integration service

Tools

General installation

Jazz for Service Management provides problem determination collection scripts that collect data for a simple, custom, or silent installation failure. You can also manually collect the data.

Learn more about collecting installation data from Collecting and exchanging data: Jazz for Service Management installation.

Administration Services Administration Services does not currently provide a problem determination collection tool. You can manually collect the data.

Learn more about manually collecting data from Collecting and exchanging data: Read first for Administration Services.

IBM Dashboard Application Services Hub Dashboard Application Services Hub provides a log collection tool that collects .

Learn more about collecting data from Collecting and exchanging data: Read first for Dashboard Application Services Hub.

IBM Tivoli Common Reporting Tivoli Common Reporting provides a problem determination collection tool that collects .

Learn more about collecting data from Collecting and exchanging data: Read first for Tivoli Common Reporting.

Registry Services Registry Services does not currently provide a problem determination collection tool. You can manually collect the data.

Learn more about manually collecting data from Collecting and exchanging data: Read first for Registry Services.

Security Services Security Services does not currently provide a problem determination collection tool. You can manually collect the data.

Learn more about manually collecting data from Collecting and exchanging data: Read first for Security Services.

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:

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


Before you begin
  • Ensure that you have the general information about your issue at hand, as outlined in the Getting started tab.
  • Ensure that you have collected the troubleshooting data, as outlined in the Collecting data tab.
  • Ensure that you have compressed the files to be transferred by using the ZIP or TAR format as required.
  • Do not submit files until you have opened a PMR/SR by using the SR application or directly calling the support center.
  • For help with ECuRep, see Enhanced Customer Data Repository (ECuRep) Overview.

Attaching files to PMRs in the Service Request application

The IBM Service Request (SR) application allows you to submit and manage Service Requests, previously known as Problem Management Records, on demand.

Customers that are registered and on an authorized caller list:

  1. Sign in to the Service Request application.
  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.

Uploading files directly to ECuRep by using FTP

When you submit files to the ECuRep FTP site by using FTP, you 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 6.

  1. From a command window, 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. You must change to one of the listed directories by using the cd command.
    Available directories can be viewed by using the dir command.
  5. Enter the following command to enable binary mode for the FTP session:

    binary

  6. Use the following file naming convention to name your file.

    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
    • xxxxx is the PMR number
    • bbb is the Branch
    • ccc is the Country code
    • yyy is a unique file name
    • zzz is the file type or file extension

    Example 1: 12345.055.000.collector01_29_Aug_06.zip

    Example 2: 12345.055.000.collector02_30_Aug_06.zip

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


  7. Enter the following command to put the file on the server:
    put file_name

    Example: put xxxxx.bbb.ccc.yyy.zzz.zip

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

Notes

  • If you have firewall restrictions, you might need to enter the external IP address for the ECuRep FTP server, which is 192.109.81.7, to access the server.
  • IBM technical support representatives can provide information back to you through FTP in a different directory. For more details, see Receiving files from IBM Technical Support.
  • You can send a file (for example, using the put or mput command), but you cannot update it. If you want to resend an updated file, ensure that you rename it with a unique name. Include your PMR number as part of the file name.

Uploading files securely by using HTTPS
  1. Use the following link to upload files directly to a PMR by using your browser:

    https://www.ecurep.ibm.com/app/upload

  2. The first page determines the target location of your files.
    • Enter the PMR number associated with the uploaded files
    • Select the Product or OS that classifies the nature of the PMR
    • Provide an email address for verification
  3. On the next page, select the files that you want to upload. You can upload a maximum of 5 files.

Notes

  • Browser limitations prevent files larger than 2GB from being uploaded.
  • If JavaScript is enabled, progress information is displayed.
  • Do not close the browser window until a new page is displayed that states that the upload was successful.

Learn more about uploading options:


Receiving files from IBM Technical Support

Occasionally IBM Technical Support needs to make files available for customer download. If you need to pull a file from the IBM FTP site, complete the following steps using the exact directory and file name that your IBM support representative provided:

  1. From a command window, 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
  5. Enter the following command to enable binary mode for the FTP session:
    binary
  6. Enter the following command to download the data from the server:
    get
    file_name
  7. Enter the following command to end your FTP session:
    quit

Related collecting and exchanging data documents
Connect, learn, and share with the Jazz for Service Management Community

Jazz for Service Management has an active community that can provide you with additional resources. Browse and contribute to the forums and the blog. Review the wiki on topics such as best practices. You can also learn more about upcoming releases, provide feedback, or suggest enhancements.
See the Jazz for Service Management community in Service Management Connect.

Related information

Jazz for Service Management Technotes
Troubleshooting Jazz for Service Management
Common installation locations and path variables

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Document information


More support for:

Tivoli Components
Jazz for Service Management

Software version:

1.1, 1.1.0.1

Operating system(s):

AIX, Linux, Windows

Reference #:

1627800

Modified date:

2013-03-10

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