IBM Support

What requirements should I have for an IBM Guardium Technical Support Engineer to conduct a remote dial in session ?

Question & Answer


Question

What requirements should I have for an IBM Guardium Technical Support Engineer to conduct a remote dial in session ?

Answer

IBM Guardium Technical Support perform many remote dial ins ( where they deem it necessary ) in order to help resolve problems for customers.

The Technical Support Engineer needs to be able to work efficiently.

The following is a minimum requirement that the Technical Support Engineer will expect you to have

1) If a Severity Sev 1 PMR - please see Sev 1 requirements

2) root passkey
  • Have the root passkey ready to give to the Guardium Technical Support Engineer so that they may access your system as user root






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  • IMPORTANT NOTE

    Document the passkey that you use to allow IBM Software Support root access if needed at any time . To see the current passkey, use the following CLI command:
     
          • support show passkey root

    If this comes back with the following message - then record that fact and the Guardium Support Engineer might be able to get in as user root (depending on circumstance and the state of the Appliance)
     
          • root passkey is not available

    If the Guardium internal database is inaccessible for any reason - then the root passkey can not be obtained - so recording the root passkey for all your Guardium Appliances in a system / file outside of the Guardium Appliances is essential - before any problem on any Appliance occurs .

    See Reset Root Password for further information
  • *NOTE for IBM Support Engineers - Please reference the Internal notes for this technote

3) Network Speed / cut and paste facilities
  • The ability for the Guardium Technical Support Engineer to cut and paste from your cli session window
  • The speed of the network and systems you are using must be viable for the Guardium Technical Support Engineer to conduct the dial-in
      • mouse speed and keystrokes must react quick enough for the Technical Support Engineer to work without any significant mouse/keystroke delay





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  • If the guardium Technical Support Engineer deems that the dial in session is not viable due to problems with the above, then he may decide to stop the dial in and offer best advice based on the information seen so far, and continue in that vain via email communication until the PMR is resolved.





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4) Preferred dial in method
  • The preferred dial in method is to use webex - An engineer will invite you via a webex url link to share your screen and potentially request control to resolve the issue.

    Other dial-in methods could be used as follows -

    Alternate Solutions that require the IBM engineer to download a plug-in can be considered with the following provisos.
    • You must initiate the session
    • No charges are incurred by IBM as a result of using the third party solution
    • IBM accepts no liability as a result of using this third party tool, including
          • data privacy
          • security
          • system integrity

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Document Information

Modified date:
11 November 2020

UID

swg21903725

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