Gathering product information for IBM Software Support

Before contacting IBM® Software Support, gather the information in Table 44 that relates to the problem.

Table 44. Information to gather before contacting IBM Software Support
Information type	Description
Log files	Collect trace log files from failing systems. Most logs are located in a logs subdirectory on the host computer. See Agent Builder trace logging for lists of all trace log files and their locations.
Operating system	Operating system version number and patch level
Messages	Messages and other information displayed on the screen
Version numbers for IBM Tivoli® Monitoring	Version number of the following members of the monitoring environment IBM Tivoli Monitoring. Also provide the patch level, if available. IBM Tivoli Monitoring: Windows OS Agent IBM Tivoli Monitoring: UNIX OS Agent IBM Tivoli Monitoring: Linux OS Agent IBM Tivoli Universal Agent
Screen captures	Screen captures of incorrect output, if any
itm_agent_toolkit.xml file	For an agent that exhibits a problem, send a small non-confidential agent .xml file of a special case or sample test scenario that illustrates the problem.