Troubleshooting
Problem
Resolving The Problem
When you collect troubleshooting data early, it helps IBM® Support to quickly determine if:
- There are symptoms that match known problems (rediscovery).
- There is a non-defect problem that can be identified and resolved.
- There is a defect that identifies a workaround to reduce severity.
- There is a root cause that can be located and can speed development of a code fix.
Before you open a Service Request (SR), previously known as a Problem Management Record (PMR), you can gather general information about your problem. You can attempt to isolate the problem to an integration service, its components, or type of failure and gather data specific to that integration service or problem, as outlined in the Getting started tab.
You can then collect the troubleshooting data, as outlined in the Collecting data tab.
After you collect data, you can submit that data to IBM Support, as outlined in the Exchanging data with IBM Support tab.
Tab navigation
Gather general information about your environment, including installed integration services, operating system, and middleware. Try to isolate the problem to an integration service, and gather specific information on that integration service; for example, installation failure for the Registry Services database, or an operational failure on the Jazz™ for Service Management application server on which IBM Dashboard Application Services Hub is installed.
Gathering general information
When you enter general information into an electronically-opened SR/PMR by using the IBM Service Request application, it can help eliminate the delay in resolving your problem.
This table outlines the general information that you should gather.
Item |
Description |
---|---|
Problem description |
Provide a precise description of the problem. |
Problematic integration service |
Provide the name of the Jazz for Service Management integration service that is causing the problem. |
Version |
Provide the Jazz for Service Management version, including any fix packs, interim fixes, or test fixes that you have installed. |
Installed integration services |
Provide the list of other integration services that are installed, and specify whether installed on the same application server. |
Dependencies |
Provide the following information where applicable:
|
Problem reproduction |
Provide the steps to reproduce the issue. |
Previous troubleshooting activities |
Provide information about any troubleshooting activities that you have already performed and their outcomes. |
Events and logs |
Provide information about how this issue was first flagged and isolated as a Jazz for Service Management issue, including messages, logs, or events. |
Isolating the problem by integration service, component, or issue
A problem can be isolated to an integration service, one of its components, or type of failure. You can then gather specific information about that problem and collect data. For example, if it is an installation problem, did it occur while running the launchpad, running a prerequisite scan, or running IBM Installation Manager. Another example might be an operational problem where data is not displayed in a dashboard because of a failure to connect to a data provider.
Integration service or issue |
More information documents |
---|---|
General installation |
Collecting and exchanging data: Jazz for Service Management installation problems |
Administration Services |
Collecting and exchanging data: Read First for Administration Services |
IBM Dashboard Application Services Hub |
Collecting and exchanging data: Read First for Dashboard Application Services Hub |
IBM Tivoli Common Reporting |
Collecting and exchanging data: Read First for Tivoli Common Reporting |
Registry Services |
Collecting and exchanging data: Read First for Registry Services |
Security Services |
Collecting and exchanging data: Read First for Security Services |
To improve the accuracy and completeness of data collection, IBM recommends that you use the problem determination data collection scripts or collector tools. These scripts and tools can gather the equivalent files as the manual process, and allows you to compress the data for secure transfer to IBM Support.
Integration service |
Tools |
---|---|
General installation |
Jazz for Service Management provides problem determination collection scripts that collect data for a simple, custom, or silent installation failure. You can also manually collect the data. Learn more about collecting installation data from Collecting and exchanging data: Jazz for Service Management installation. |
Administration Services | Administration Services does not currently provide a problem determination collection tool. You can manually collect the data.
Learn more about manually collecting data from Collecting and exchanging data: Read first for Administration Services. |
IBM Dashboard Application Services Hub | Dashboard Application Services Hub provides a log collection tool that collects .
Learn more about collecting data from Collecting and exchanging data: Read first for Dashboard Application Services Hub. |
IBM Tivoli Common Reporting | Tivoli Common Reporting provides a problem determination collection tool that collects .
Learn more about collecting data from Collecting and exchanging data: Read first for Tivoli Common Reporting. |
Registry Services | Registry Services does not currently provide a problem determination collection tool. You can manually collect the data.
Learn more about manually collecting data from Collecting and exchanging data: Read first for Registry Services. |
Security Services | Security Services does not currently provide a problem determination collection tool. You can manually collect the data.
Learn more about manually collecting data from Collecting and exchanging data: Read first for Security Services. |
To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:
- Before you begin
- Attaching files to PMRs in the Service Request application
- Uploading files directly to ECuRep by using FTP
- Uploading files securely by using HTTPS
You can also receive files from IBM Technical Support with ECuRep.
|
The IBM Service Request (SR) application allows you to submit and manage Service Requests, previously known as Problem Management Records, on demand. Customers that are registered and on an authorized caller list:
|
Notes
Learn more about uploading options: |
Occasionally IBM Technical Support needs to make files available for customer download. If you need to pull a file from the IBM FTP site, complete the following steps using the exact directory and file name that your IBM support representative provided:
|
Jazz for Service Management has an active community that can provide you with additional resources. Browse and contribute to the forums and the blog. Review the wiki on topics such as best practices. You can also learn more about upcoming releases, provide feedback, or suggest enhancements. |
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Modified date:
04 July 2021
UID
swg21627800