In each column, The Support Authority discusses resources, tools, and other elements of IBM® Technical Support that are available for WebSphere® products, plus techniques and new ideas that can further enhance your IBM support experience.
This just in...
As always, we begin with some new items of interest for the WebSphere community at large:
- Important! There’s a security vulnerability fix for WebSphere Application Server that can affect Portal, WCM, or Quickr customers. See the Flash Alert for more information.
- Ever find yourself perplexed by mysterious errors, misleading information, or missing stack traces when troubleshooting Java™ applications? If so, take a look at these Best Practices for catching and re-throwing Java Exceptions.
- The suite of diagnostic tools and problem determination guides on the IBM Support Assistant continues to grow, and now you can follow us on Twitter and be among the first to get the latest news! Try these out to simplify troubleshooting:
- IBM Support Assistant Lite
helps you to collect diagnostic files quickly so your problem can be
solved faster. Try these new and updated data collectors:
- New!IBM Support Assistant Lite for WebSphere Message Broker v6
- IBM Support Assistant Lite for WebSphere Business Process Server now includes collectors for WebSphere Process Choreographer.
- Update to IBM Support Assistant Lite for WebSphere Application Server adds collectors for hangs, crashes, out of memory error exceptions, and more.
- Take advantage of these free optional
Feature Packs for IBM
WebSphere Process Server V6.2 and WebSphere Enterprise Service Bus V6.2:
- Enhance time to value with new and enhanced human task management Business Space widgets.
- Work faster with more flexible task and process list views.
- Gain visibility into your entire Business Process Management solution with new Administration Widgets.
- Enhance visibility and ease of use with new Module Administration widgets.
- Monitor Services response times and throughput for services exposed by modules.
- Monitor the health of your integration modules and diagnose problems with ease.
- Check out what’s new with IBM WebSphere Portal:
- Participate in the Open Beta for IBM WebSphere Portal and Lotus Content Management. This is your chance to try out the next release and offer your feedback.
- Resources available for WebSphere Portal version 6.0.1, fix pack 184.108.40.206
- Resources available for WebSphere Portal Enabled for z/OS 6.0.1, fix pack 220.127.116.11
- Do you use CICS® with WebSphere Application Server,
WebSphere MQ, or WebSphere Business Events? If so, then check out
CICS Transaction Server for
V4.1 and follow us on
It delivers important new function to help organizations respond to
the demands of increased regulatory scrutiny, address changing
demographics, and position themselves to take advantage of new growth
opportunities. Features and benefits include:
- New technologies, like event-driven processes, business dashboards, and Web 2.0 applications.
- Ability to configure CICS to feed business event processing engines and business dashboards, without the need for application change.
- The CICS Explorer, an eclipse based framework, provides improved operations productivity.
- CICS TCP/IP Transaction routing has been extended to help simplify complex infrastructure.
- Take full advantage of your IBM products by joining us at a
WebSphere Support Technical Exchange
webcast session, where technical and subject matter experts from IBM
share their knowledge and answer your questions. And you can suggest
future topics and stay up-to-date by becoming a fan on
Join these exciting upcoming webcasts:
- August 5, 2009: Introduction to the Java Consumability Tools and Java Guided Troubleshooting
- August 12, 2009: WebSphere Application Server - Message Store Overview
- August 13, 2009: Do-It-Yourself: WebSphere Commerce Problem Determination
- August 18, 2009: Open Mic – Security in WebSphere Message Broker
- August 19, 2009: Response Time Analysis for Databases and Web Services in WebSphere Application Server
- August 20, 2009: Using IBM Tooling to improve your self-help abilities for WebSphere Commerce
Continue to monitor the various support-related Web sites, as well as this column, for news about other tools as we encounter them.
And now, on to our main topic...
Customizing your support experience
The IBM Support Portal, the latest addition to the portfolio of self-help tools for IBM software, provides a consistent support interface for all IBM products and lets you to customize the site to your specific needs.
The IBM Support Portal complements many of the features and tools that have been covered in other Support Authority columns, including these:
- What’s new in IBM Support Assistant V4.1
- Navigating the knowledge base to find the troubleshooting information you need
- Fix Central enhancements make it easier than ever to find the right software maintenance updates
- IBM Software Support Toolbar provides shortcuts to problem solving resources
This article introduces you to the new IBM Support Portal -- which now has a new look and feel -- and describes the key features of the new site. After reading this article, we hope you take the opportunity to try out the new site and give us some feedback on how you like it.
The IBM Support Portal is built using IBM technology: IBM WebSphere Portal provides the portal framework and IBM DB2® Universal Database provides the back-end storage. The IBM Support Portal operates on Firefox, Internet Explorer®, Safari, and Opera.
Let’s begin our exploration at the beginning.
Quick start page
The first time you access the IBM Support Portal, you will see the Support & downloads quick start page (Figure 1). From here, you can select the products you want to include on your customized portal page. Your selections are saved for your next visit. Follow the three simple steps below to quickly set up your customized support page.
Figure 1. Quick start page
- Choose your products
Select the software product or products you want to include on your customized support portal page. You can select products by either browsing a list, or by searching for a specific product:
- To browse, select Browse for a product. A hierarchical list of products will display for you to choose from. Expand the tree, scroll the list, and select the products you want on your customized portal (see the arrow in Figure 1).
- To search for a product, select Look up a product. A search field will display where you can type in a product name, part numbers, machine type, or any other search value.
- Choose your topic
Select a default topic. When you access your customized portal, the topic you select here is positioned on this page by default. For example, you could choose to start with an Overview, Troubleshooting, or Installation view.
- See your results
Click View your page to see your customized support portal.
Figure 2 shows an example in which the user is browsing for WebSphere Application Server with the Overview topic selected as the default view. Figure 3 shows the customized IBM Support Portal page created from these selections.
Figure 2. Using Quick Start to customize your support portal
Figure 3. Customized support portal
Structure of the IBM Support Portal
In Figure 3, you see that there are three areas of the page:
- The left column provides navigational controls that enable you to select the products you want to work with, switch the topic you are interested in, or invoke a search.
- The right column contains useful links for such things as support resources, providing feedback on the IBM Support Portal, translate the page, and more.
- The wide center area contains content, arranged in logical groupings, that relate to the topic you currently have selected.
In the center content area of the Support overview page in Figure 3, sections of information (content) are organized into categories such as Featured links, Flashes and alerts, and Product news. Each content module contains information for the products you selected for your customized portal.
For example, the Flashes and alerts module on the Overview topic contains information such as security vulnerabilities, critical patches, and solutions for known problems. The Training module contains information on various educational opportunities related to your selected products. Figure 4 shows the Flashes and alerts module, with WebSphere Application Server expanded (which you do by clicking on the plus sign).
Figure 4. Flashes and alerts
Some of the topics contain a Browse module; more about this later.
Working with content modules
All content modules are made up of the same elements and features which control the size of the module and how you view information contained within it. The title bar at the top of each module identifies its purpose. The right side of the title bar shows icons for expanding and collapsing the module:
- Clicking the inverted triangle shows a menu with two options.
The two choices displayed depend on the current state of the module:
- When the module is open, the choices are minimize (collapse the module so that only its title bar is visible) or maximize (open the module to full size so that only that module is displayed in the browser).
- When the module is collapsed (or minimized), the choices are maximize and restore (open the module to normal size so that its contents are displayed).
- Clicking the plus or minus [+/-] icon expands or collapses the module. The plus [+] sign is equivalent to restore, and the minus [-] sign is equivalent to minimize.
If the text is truncated, you can hover the mouse pointer over the text and a pop up window will show you the full title text (Figure 5).
Figure 5. Flashes and alerts
Later in this article you will learn how to customize the IBM Support Portal. The options available when you have signed in provide you even more control over the modules that appear on your topic pages.
The next sections describe how to work with the content modules to help you maximize your support experience:
- Using full page
- Choosing other topics
- Browse module
- Managing your products
- Using IBM Support Portal with two or more products
- Search with multiple products
- Personalize the portal
Using full page
Only the five most recent articles are shown in the Flashes and alerts module. If you want to see older information, select Full page in the bottom right corner of the module (Figure 5).
Figure 6 shows you what full page for the Flashes and alerts module looks like. Although Figure 6 is truncated, you can see that there are 79 applicable documents, with the first 20 currently displayed in the module.
Figure 6. Flashes and alerts full page
You can click on Next to page through all the documents (Figure 7).
Figure 7. Paging through results
You can also click on More or Less Detail to control whether only the document title is displayed in the list, or both the title and the abstract. As before, moving your mouse pointer over the text fields will display the full text.
Figure 8. More or Less detail
The search function in IBM Support Portal operates differently than you might be accustomed to from other IBM Web sites.
The Search support module is located on the left side of the panel, regardless of which topic is selected. Figure 9 shows the Support overview page with WebSphere Application Server selected as Your selected products. Beneath the search terms box, you can choose to search either within your selected products, or throughout all of IBM support and downloads.
Suppose you want to search for WebSphere Application Server memory leak issues. For this example, you will enter your search term and search for related articles within your selected products.
Figure 9. Search
Click on the arrow next to your search term and the search results page will display (Figure 10).
Figure 10. Search results
This search results page is also different than what you may be accustomed to from the other support pages. You can page through the results in the same manner as the full page view above. You will notice that there is a new navigation section on the left side of the panel that shows you the product to which these search results relate. Figure 11 indicates that there are 693 results in the knowledge database related to memory leaks for WebSphere Application Server. You can narrow the results by filtering by content type or task.
Figure 11. Search results
In Figure 12, under Task, you see there are 40 documents that are related to the Install task.
Figure 12. Search filters
If you click in the Install check box, the search results page changes to show just the 40 filtered knowledge base documents that are related to WebSphere Application Server installation and contain a reference to memory leak (Figure 13).
Figure 13. Search filter results
Choosing other topics
The IBM Support Portal lets you change the context of your customized portal by applying different topic types. You can select different topics from the Choose your topic option in the left navigation bar. Topic types are:
- Forums and communities
- Open service request for problems reported to IBM Support
- Site assistance for IBM Support Portal (help).
For example, if you choose the Troubleshooting topic, you will see that the available modules in Figure 14 are different from those that displayed for the Overview topic (Figure 3). Here, each module is specifically about troubleshooting problems using the products you have selected. When you click in the Browse troubleshooting links module, you can navigate through troubleshooting resources. Similarly, Problem resolution offers solutions to known problems, Troubleshooting tools provides links to relevant diagnostic tools, and Troubleshooting documentation shows you links to different types of documentation to help you with problem solving.
Figure 14. Troubleshooting page
You can also apply filters to the Browse module, similar to how you can filter search results. Figure 15 shows the Browse troubleshooting links module, expanded to its full page view. There are IBM recommended links at the top of the page, plus filters on the left side that let you the refine the document list by selecting or deselecting tasks, topics, and document types.
Figure 15. Browse troubleshooting links full page view
You can select one or more check boxes in the Task, Topic, or Document Type sections to refine the content in the page. In Figure 16, filtering on the topic Configuration/Customization will return only the content that was marked as related to configuration and customization.
Figure 16. Browse troubleshooting links filter view
Managing your products
The IBM Support Portal introduces a unified, centralized view for all IBM Support pages. Hardware, software, and service support pages display concurrently within the support portal. From any topic page, you can modify your selected products by clicking on Manage my product list (Figure 17).
Figure 17. Manage my product list
Figure 18 shows the panel that will open, where you can browse for a product or search for additional products in the same way you did on the quick start page (Figure 1). You can also remove an active product by clicking on the trash can icon next to the product name in the My products list.
Figure 18. Manage my product list view
Click the Look up a product tab to search for a product. Enter your search string in the box and click the search icon (Figure 19).
Figure 19. Look up a product
IBM Support Portal will return up to 100 of the most relevant results (Figure 20). Notice that once you have chosen your product from the list, a green circle labelled Version/OS displays next to your product name. Clicking on the green circle will offer you the option to specify operating system and version information. After selecting the version or operating system from the pull down menu, click Submit.
Figure 20. Selecting product version and operating system
Click the double-arrow button in the center of the page between the modules to move your selected products to My products list. Click on the Finish button in the lower right corner to render the page. IBM Support Portal permits you to have up to 100 products in your My products list, but only 10 of those can be active at one time.
Using IBM Support Portal with two or more products
IBM Support Portal will render with content for both (or all) selected products. Figure 21 displays information for both WebSphere Application Server and WebSphere MQ 7.0 running on AIX®. With more than one product selected, you must click on the plus sign in one of the modules to list the first five links for that product. This is an important change to become familiar with because this navigation will no longer go to individual IBM product support pages.
Figure 21. IBM Support Portal with multiple products
Search with multiple products
When you have multiple products selected, search will work in a slightly different manner than when you have only one product. You will still choose to search within your selected products, but now you will see results for all of the selected products. Of course, you can filter the products selected, as you did earlier (Figure 22).
Figure 22. Search with multiple products
Personalize the portal
You must sign in with your IBM ID to personalize what appears in the center of any IBM Support Portal page. To sign in:
- Check the upper right corner of the support portal. If the IBM sign
in option is displayed (Figure 23), then you are not signed
Figure 23. IBM Sign In
- Click on IBM Sign in and enter your IBM ID and password in the
dialog (Figure 24). If you do not have an IBM ID, click on
Register to create one.
Figure 24. Sign in with IBM ID
- When the IBM sign out option is available (Figure 25), then you are
now logged in.
Figure 25. IBM Sign out
An easy drag and drop interface enables you to customize the IBM Support Portal to match how you want to use it and how it appears. To add a new content module to the your page, click the Add modules to your customized page button in the upper right corner to view all available modules (Figure 26).
Figure 26. Add modules to your customized page
The list that displays (Figure 27) lets you drag and drop the modules of your choice onto the page.
Figure 27. Drag and drop modules
If you want to delete a module from a page, simply click the X icon in the module header. From the module header you can also minimize the module (click on the minus sign), or you can use the down arrow and then Minimize, Maximize, Move Up/Right/Down, or Delete a module (Figure 28). You can also simply drag and drop modules to position them differently on your pages.
Figure 28. Module controls
This quick introduction is all you need to get started with the new IBM Support Portal. It is an exciting new element of IBM’s Electronic Support portfolio, and we encourage you to try it out and send us your comments. A link is on the right side of every page so you can tell us what you think (Figure 29).
Figure 29. Feedback
To find out more about the IBM Support Portal, try it out yourself (be sure to sign in with your ibm.com ID to access the personalization features), view the demo videos, check the IBM Electronic Support Community blog for discussion about the portal and other Electronic Support tools, and visit the IBM Support Portal News and Alerts blog for release notes.
- The Support Authority: If you need help with WebSphere products, there are many ways to get it
- IBM Software product Information Centers
- IBM Software Support Web site
- IBM Education Assistant
- IBM developerWorks
- IBM Redbooks
Get products and technologies
- Forums and newsgroups
- Global WebSphere Community on WebSphere.org
- Follow IBM Support on Twitter!
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