Gathering information for IBM Support

To gather and diagnostic information and submit it to IBM Support:

1. Open a problem management record (PMR) with the Service Request tool.
2. Collect the diagnostic data that you need and then transfer it to IBM with the IBM Support Assistant Data Collector. Diagnostic data helps reduce the time that it takes to resolve your PMR.
   1. Open the IBM Support Assistant Data Collector in a web browser or in console mode:

      Open with a web browser

      From the installation_directory\isadc\prod_abbreviation directory, open the index.html file with a web browser.

      Examples

      For the installation directory C:\Program Files\IBM\product1.0.0, you open one of the following index.html files depending on the products you have installed:

      C:\Program Files\IBM\DS3.2.0\isadc\ds\index.html
      C:\Program Files\IBM\IDA8.5.0\isadc\ida\index.html

      Open in console mode

      From the installation_directory\isadc\prod_abbreviation directory, open the following file:

      • In Windows operating systems, open the isadc.bat file.
      • In Linux operating systems, open the isadc.sh file.

      Examples

      For the installation directory C:\Program Files\IBM\product1.0.0\isadc\prod_abbreviation on a Windows operating system, you open one of the following isadc.bat files depending on the products you have installed:

      C:\Program Files\IBM\DS3.2.0\isadc\ds\isadc.bat
      C:\Program Files\IBM\IDA8.5.0\isadc\ida\isadc.bat

   2. Follow the steps in the IBM Support Assistant Data Collector to specify what data to collect.

      For each project in your workspace that you want to collect data for, you must rerun the IBM Support Assistant Data Collector.

   3. After the data collection completes, transfer the files to IBM. In the IBM Support Assistant Data Collector, choose the option that your IBM technical-support representative specified.

   Other data exchange methods are explained on the IBM Support website.