Collecting and exchanging data: Read First for Administration Services in 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 a component of the Jazz for Service Management integration service and gather data specific to that component 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 a component of the integration service and type of failure, and gather specific information on that problem; for example, installation failure for the Administration Services UI, or an operational failure on the Jazz™ for Service Management application server on which the Administration Services application 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, and 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 deploying the Administration Services application to the IBM WebSphere application server profile. Another example might be an operational problem where managed resources are not displayed in the administration console because of a failure to connect to Registry Services application.

Problem isolation by integration service, component, or issue

Component

Failure type

Related documents

Administration Services UI
  • Installation failure
  • Security permissions
  • Operational failure
Administration service provider
  • Installation failure
  • Security permissions
  • Operational failure

Administration Services task bundles
  • Security permissions
  • Operational failure

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.

Collecting data by using the problem determination collection scripts

For Administration Services installation failures, you can use the IBM Support Assistant Data Collector for Administration Services or the Jazz for Service Management problem determination collection scripts. The Jazz for Service Management problem determination collection scripts scripts collect data for a simple, custom, or silent installation failure. Learn more about collecting installation data from Collecting and exchanging data: Jazz for Service Management installation.

For Administration Services operational issues, use the IBM Support Assistant Data Collector for Administration Services that is available from the IBM Support Assistant Data Collector website.

  1. Open your browser and enter the following URL: http://public.dhe.ibm.com/software/isa/isadc/2.0/isacoreweb/2.0.1/isadc/lang/en/index.html
  2. From the I need to collect data for drop-down list, select Jazz for Service Management Administration Services.
  3. From the I want to collect from: list, select one of the following options:
    • this system using the current browser
    • this or another system using a downloadable utility

    Click the info icon next to an option to find out more information about it.

  4. Review the license agreement, and accept the terms.
  5. Depending upon the option you selected in step 2, complete the following steps:
    Option Steps
    Browser option
    1. Click Start collection.
      The Security Information window opens after verification of the IBM Support Assistant Data Collector's digital signature.
    2. Click Run.
      The Warning - Security window opens.
    3. Click No to allow the ISA applet to run.
    4. Select Jazz for Service Management - Administration Services, and then click Start.
    5. Enter the paths to the following locations:
      1. Administration Services Home, for example:
      2. Administration Services UI Home, for example:
      3. WebSphere Application Server Home, for example:
      4. After the data collector collects the data, you can optionally transfer the data collection archive or transfer at a later date. Click one of the following options:
        • Transfer to IBM, which lets you choose to use either HTTPS or FTP to transfer the archive to IBM Support. You must provide the associated PMR or Service Request Number; then click Transfer.
        • Transfer to another server via FTP, which lets you transfer the archive to another remote server by using FTP. You must provide the fully qualified host name or IP address, credentials, and path to the directory on the remote server; then click Transfer.
        • Do Not Transfer, which lets you transfer the data collection archive at a later time. See the Exchanging data with IBM Support
    Utility option
    1. Depending on the platform on which you intend to run the utility, select one of the following options and save the compressed file to the local file system:
      • Download Windows
      • Download Unix/Linux
    2. Extract the contents of the compressed file on the machine on which Administration Services or Administration Services UI is installed.
    3. Prepare your environment and run the utility in GUI or console mode. For information about running the utility, see the /Administration_Services_PD_Collector_1.0.2/isadc/util/README.txt file.

      Note: You can transfer the data collection archive if you run the utility in GUI mode only. To transfer the data collection archive at a later time, see the Exchanging data with IBM Support

Collecting data manually

If you do not have problem determination data collection scripts, you can collect the data manually. The set of files and data are dependent on the Administration Services component.


Collecting data for the Administration Services UI

Gather the following files and directories for the relevant software from your system.

Software Description
Administration Services UI data

Collect all Administration Services UI files and directories in JazzSM_Home/admin_ui except for the installableApps and lib directories.

WebSphere Application Server data

Collect the WebSphere Application Server files and directories.

  • WAS_HOME/logs
  • JazzSM_WAS_Profile/logs

Collecting data for the Administration service provider

Gather the following files and directories for the relevant software from your system.

Software Description
Administration service provider data

On each node on which the administration service provider is installed, collect all files and directories in JazzSM_Home/admin except for the installableApps and lib directories.

WebSphere Application Server data

On each node on which the administration service provider is installed, collect the WebSphere Application Server files and directories.

  • Full WebSphere Application Server installation: WAS_HOME/logs
  • Full WebSphere application server profile:JazzSM_WAS_Profile/logs
  • WebSphere Liberty profile:JazzSM_Home/servers/JazzSM_Liberty/logs
Registry Services data

On each node on which the Registry Services application is installed, collect the WebSphere Application Server files and directories.

  • WAS_HOME/logs
  • JazzSM_WAS_Profile/logs

Collecting data for the Administration Services task bundles

Gather the following files, directories, and output for the relevant software from your system.

Software Description
Administration service provider data

On each node on which the administration service provider is installed, collect all files and directories in JazzSM_Home/admin except for the installableApps and lib directories.

WebSphere Application Server data

On each node on which the administration service provider is installed, collect the WebSphere Application Server files and directories.

  • Full WebSphere Application Server installation: WAS_HOME/logs
  • Full WebSphere application server profile:JazzSM_WAS_Profile/logs
  • WebSphere Liberty profile:JazzSM_Home/servers/JazzSM_Liberty/logs
Administration Services task bundles data

For each administration task that failed, collection the "Task Execution Results" output and the "Task Execution Error details" output.



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 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 filename 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 at Service Management Connect.

Related information

Documentation
Version 1.1 Technotes

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Document information


More support for:

Tivoli Components
Jazz for Service Management

Software version:

1.1, 1.1.0.1, 1.1.0.2

Operating system(s):

AIX, Linux, Windows

Reference #:

1627853

Modified date:

2014-03-03

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