Information to include (MustGather: Read first) for Tivoli Netcool Impact

Technote (troubleshooting)


This document applies only to the following language version(s):

English

Problem(Abstract)

Collect troubleshooting data for problems with IBM Netcool Impact. Collecting this MustGather information before calling IBM support to help save time with analyzing the problem.

Cause

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 MustGather 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
MustGather: Readme first table of contents:


Gathering General Information
Gathering Problem Specific Information
Submitting Information to IBM Support
Online Self-Help Resources


Gathering General Information

In order to begin diagnosing any Tivoli Netcool Impact collect the following information:

1. Operating System (Type and Version) information
2. Collect Logs and additional information.
3. Impact version, release, maintenance and fix information
4. Clear Problem Description
5. Is this component running in a virtualized environment?
6. What changes were made to Netcool Impact (Datasources, Datatypes, Services, Policies, Projects)?
7. Any changes made to the Datasources that Netcool Impact policies are using?
8. Are there recent changes to the environment where Netcool Impact is installed?

NOTE: For 1, 2 and 3 use the collect_logs utility to gather the information. Click here to get the collect_logs utility

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Gathering Problem Specific Information

If one of the product components below matches your symptom or the part of the product with which you are experiencing problems, follow the instructions in the associated MustGather document:



Problem Specific by version


NOTE: If any problem specific can be replicate it easily. Our advice is to setup Impact on DEBUG mode before collecting any data below. For 5.x , 6.1 , 6.1.1
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Submitting Information to IBM Support

After a PMR is open, you can submit diagnostic MustGather Data to IBM.
If using IBM Service Request (SR), update the PMR to indicate that data has been sent.

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Online Resources
  • Review up-to-date product information at the Impact Product Support Page
  • Utilize the IBM Service Request tool to access the Impact Server Support team when requiring assistance from IBM.

  • Use the IBM Education Assistant to access Impact educational modules.

  • Install and use the IBM Support Toolbar. This is a stand-alone application that allows you to easily search IBM.com for all types of software support content plus organizes the major areas of not only Software support, but the individual brand support sites into a concise application.

  • Review upcoming Support Technical Exchanges and listen to previous webcasts.

  • Review the Problem Determination Guides v5.1 , v5.1.1 , v6.1 , v6.1.1 to find answers to known issues.

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Document information


More support for:

Tivoli Netcool/Impact
Netcool/Impact

Software version:

5.1, 5.1.1, 6.1, 6.1.1

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Software edition:

All Editions

Reference #:

1632041

Modified date:

2013-10-02

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