Question & Answer
Question
Collecting data documents aid in problem determination and save time resolving Problem Management Records (PMRs).
Cause
Support request for problem determination data.
Answer
Collecting problem 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 development of a code fix.
Collecting data: Read First table of contents:
 | Gathering general information |
 | Manually Gathering General Information |
 | Gathering TPC GUI Information |
 | Submitting Information to IBM Support |
 | Online Self-Help Resources |
 | Related Information |
| Gathering General Information |
Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.
| Manually Gathering General Information |
For all problems, please provide:
- A detailed description of the problem, including the steps that led to the problem
- Screenshot showing the problem (if applicable and a screenshot is available)
- Related error messages
Refer to the next section for additional information that you should collect for the specific problem you are experiencing.
| Manually Gathering Information for Root Cause Analysis |
In order for root cause analysis to be performed, data capturing the events around the problem incident must be available from all involved components for analysis. All root cause analysis requests MUST include:
1. the date and time when the problem occurred
2. log/data collection appropriate for the type of problem for which root cause analysis is requested
It is possible that the data collected will not capture the information necessary for analysis. This can occur when too much time transpires between the incident and when data is collected, and/or logs can wrap and be overwritten with newer data.
Note: If the data collection does not have the necessary data, and the problem cannot be recreated in order to trace and capture diagnostic information, root cause analysis may not be possible.
All Root Cause Analysis requests:
Collect the documentation for your problem area by following this technote:
Collecting Data for TPC: Read First for all Tivoli Storage Productivity Center problems
| Submitting Information to IBM Support |
After a PMR is open, you can submit diagnostic data to IBM.
If using ESR, update the PMR to indicate that data has been sent.
| Online Self-Help Resources |
- Review up-to-date product information at your IBM Support Portal page. Review the TPC Supported Products and Platforms document for the version of TPC you are using to make sure that the environment is supported.
- Utilize the IBM Electronic Service Request tool to access the IBM Tivoli Storage Productivity Center Support team when requiring assistance from IBM.
| Related Information |
Related Information
[{"Product":{"code":"SS5R93","label":"IBM Spectrum Control"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":"--","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"5.2.15;5.2.16","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}},{"Product":{"code":"SS5R93","label":"IBM Spectrum Control"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB26","label":"Storage"}}]
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Document Information
Modified date:
22 February 2022
UID
swg21701439