If you cannot resolve problems that you find when you use IBM® Integration Bus, or if you are directed to
do so by an error message generated by IBM Integration Bus, you can request assistance
from your IBM Support Center.
About this task
Before you contact your Support Center, use
the checklist shown here to gather important information. Some items
might not be relevant in every situation, but provide as much information
as you can to enable the IBM Support
Center to re-create your problem. You can also use the
IBM Support Assistant Data Collector to help with data collection.
- For IBM Integration Bus:
-
- The product version.
- Any fix packs applied.
- Any interim fixes applied.
- All current trace and error logs, including relevant Windows Event log or Linux®UNIX operating system syslog entries,
and any abend or dump files from the install_dir\errors directory
on Windows, or the /var/mqsi/errors directory
on LinuxUNIX. Obtain user trace log files
at debug level for all relevant message flows and preferably format
them. Also include any requested service trace files.
To send files
from distributed systems, create a compressed file using any compression
utility.
To send a file from the file system to IBM, use
tar to compress the file. For
example tar -cx -f coredump.0002009E coredump.toibm
.
To send MVS™ data sets to IBM, terse them using TRSMAIN
,
which you can download from z/OS® tools
download.
- A list of the components installed. Include details of the number
of computers and their operating systems, the number of integration
nodes and the computers on which they are running.
- The compressed file obtained by exporting your workspace and appropriate
message flows and message sets. This action is performed from the IBM Integration Toolkit.
- Details of the operation that you were performing, the results
that occurred, and the results that you were expecting.
- A sample of the messages that were being used when the problem
arose
- If relevant, the report file from the C or COBOL importer. This
file is located in the directory from which the file import was attempted.
- If you are using tagged delimited wire format on message sets,
the TDS log files.
- For WebSphere® MQ:
-
- The product version.
- Any fix packs applied.
- Any interim fixes applied.
- All current trace and error logs, including relevant Windows Event log or Linux and UNIX operating system syslog entries
and First
Failure Support Technology (FFST)
output files. You can find these files, which have the extension .fdc,
in the errors subdirectory in the WebSphere MQ home
directory.
- Details of WebSphere MQ client software,
if appropriate.
- For each database that you are using:
-
- The product and release level (for example, IBM
DB2® 9.1).
- Any fix packs applied.
- Any interim fixes applied.
- All current trace and error logs, including relevant Windows Event log or Linux and UNIX operating system syslog entries,
for example the db2dialog.log file on IBM
Db2. Check the database product
documentation for details of where to find these files.
- Definitions of any database tables.
- Any ODBC traces.
- For Windows:
-
- The version.
- The Service Pack level.
- The environment settings.
- For Linux and UNIX operating systems:
-
- The product version. You can find the version installed by using
the uname -a command.
- Any service level and patches that have been applied.
- The environment settings.
- For z/OS:
-
- The product version
- The list of PTFs that have been applied
- The environment settings
- The job logs from all address spaces