Collecting Data: Read first for IBM TRIRIGA
For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs).
Gathering this data before calling IBM® support will help you understanding the issue and the variables that could be contributing to the problem as well as assist in problem analysis.
Resolving the problem
Collecting data early, even before opening the PMR, helps IBM Support to quickly determine:
- if this is a known problem (rediscovery).
- if there is a non-defect problem that can be identified and resolved.
- if there is a potential work around.
- that the severity of the PMR is appropriate
Collecting Data: Readme first table of contents:
|Gathering general information
Manually gathering general information
|Gathering component specific information|
|Submitting information to IBM Support|
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.
Since IBM TRIRIGA is made up of many components it is possible that you will need to collect information from more than one component and system to isolate and correct an issue.
You must create a separate PMR for each one of your issues or questions as it is required by our IBM Support Handbook & Policies. This will allow us to have focus on your issue/question and a clear, understandable and readable PMR troubleshooting process with "problem/question" x "root cause/scenario" x "resolution/answer".
Manually gathering general information
For all IBM TRIRIGA related issues please gather the following information and files. This information should then be provided to IBM TRIRIGA Support. NOTE: The information provided here is general in nature and is required for all PMRs to help us understand your environment. Depending on the information we receive, additional information may need to be requested including specific log settings and configuration files.
Please answer as many of the following questions as possible. Alternatively you can use the attached document Collecting Data for IBM TRIRIGA Support_GeneralInfo_ver01.docx for answering these questions and after that kindly upload it to the PMR.
A.1) Describe details of the issue. Is it reproducible, is it happening to all users or to specific users or specific user workstations?
A.2) Is this a new or re-occurring issue?
A.3) When did the issue start happening?
A.4) What was being done at the time of the problem?
A.5) How often has the problem occurred?
A.6) Were any changes made to the environment prior to the start of the issue? If yes, what change(s)?
Examples: include upgrades, customizations, configuration changes, and security changes
A.7) What is a measurable factor you would use to determine an acceptable solution?
A.8) Please include the type of environment such as Development, Test, Training, QA, Production, Etc…
A.9) Is this issue effecting a near term deadline, deployment, or go-live? If so, please provide specifics (deployment scope, go-live date, details)
A.10) Have you accessed the product documentation and the Information and IBM TRIRIGA Information and Support Resources?
A.11) Have you deployed the instructions from our Best Practices for System Performance guide for required tuning and set up of your system in order to have better performance and stability?
B. Application Configuration Information
Please collect the following data and information
B.1) IBM TRIRIGA Platform version. Please log in to IBM TRIRIGA Admin Console (typically http://<server>:<port>/<context, if any>/html/en/default/admin/) and get us the IBM TRIRIGA Platform Release and Database Build Number values. Send us the platform build number in text as well as the screen shots for your Admin Summary and Build Number Managed Objects pages:
B.2) IBM TRIRIGA Portfolio Data Manager ( Application) version. Please log in to IBM TRIRIGA Application (typically http://<server>:<port>/<context, if any>/index.html) and go to Home -> Tools -> System Setup -> System -> Application Version and get us the release value for the last record on this page. Send us the application version information as text as well as the screen shot of the Application Version page:
IMPORTANT NOTE : If you have received any limited availability (one-off) fix packs for IBM TRIRIGA Platform, Application or component previously, kindly let us know about that.
B.3) IBM TRIRIGA Servers information. Please, kindly let us know how many IBM TRIRIGA application and process servers (JVMs) you have available on your system and what are their functions.
Please log in to IBM TRIRIGA Admin Console (typically http://<server>:<port>/<context, if any>/html/en/default/admin/) and get us screen shots for your Database Manger and Agent Manager Managed Objects pages:
B.4) Application Server version (WebSphere or WebLogic Example: IBM WebSphere Application Server 220.127.116.11)
B.5) Web Server version (IBM HTTP Server - IHS - MS IIS, Apache version)
B.6) Application Server where TRIRIGA is running - Operating System and its bitness (Windows, Linux, 32/64 bits Example: Windows 2012 64 bit)
B.7) Database platform and version (DB2, Oracle, MS SQL Server + version + patch level)
B.8) IBM TRIRIGA properties files, typically located on <TRIRIGA Install>\config directory (including here the most important file: TRIRIGAWEB.properties), for each one of your servers (application and process installs - JVMs). More information on IBM TRIRIGA properties files can be found at Properties files page.
B.9) URL used to access IBM TRIRIGA application
B.10) Has IBM TRIRIGA been customized? If yes, what types of customizations
Examples: include Java extensions, database configurations, screen changes
C. Typical Client Workstation Information
C.1) Operating System, memory and CPU
Right-click “My Computer” and select properties, provide this screen shot.
C.2) JRE version.
At a command prompt execute and provide the clientjavainfo.txt file:
Java –fullversion >clientjavainfo.txt
C.3) Browser type being used, version and patch level
In the browser select “Help/About”, provide us with this screen shot.
D. Authentication Information
D.1) Single Sign-On (SSO) in place? What is the solution you are using for SSO (e.g. IHS, MS IIS, ITDS, Apache, SiteMinder)
Gathering component 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:
|View All Collect TRIRIGA MustGather Data documents.
Submitting information to IBM Support
After a PMR is open, you can submit diagnostic data to IBM.
More support for:
IBM TRIRIGA Application Platform
Software version: Version Independent
Operating system(s): Platform Independent
Reference #: 1961411
Modified date: 14 July 2015