IBM Business Process Management Products Support Blog
My name is Francis and I have been working with WebSphere Process Server for the last 4 years. As a person working in the support field, it always surprises me the time it takes just to gather all the requested information before investigation of a problem can start. I have seen PMR's go for a week even before the start of investigation due to the back and forth communication between clients and engineers trying to collect the correct set of data needed.
Although this tool has been out for a while now, many of our clients are not aware of it. This tool can be used for future PMR's to help expedite the log collection process. ISA Lite is a very easy tool that does not require any installation and is run from your unzipped location. You can download this tool at:
IBM Support Assistant Download
Once downloaded and extracted to a location, you can run this tool and it should be very straight forward on how to use it. You may need assistance from support on which collector to choose but once you know which collector to use, you can go ahead and run the tool and it should gather everything we need for our initial investigation. Since there is no installation and it is very light weight, it can be used to gather information from all types of environments from development to production and works with all versions of WPS.
A small investment of 10 minutes of your time to setup ISA Lite can save you days of information gathering since everything is automated; all the tool needs is some input from the user such as which server to collect from. Give it a try!
Please note that this collector does not gather the versioninfo.txt or the project interchange file.
Updated by Bill Wentworth: September 12, 2012
The way that IBM Support works on addressing customer issues with the product, is through a problem ticketing system where each issue is logged as a Problem Management Record (PMR). WebSphere Process Server and IBM Business Process Manager Support adheres to this process. There are a few best practices that should be followed when opening/ managing PMRs with WebSphere Process Server or IBM Business Process Manager Support.
First, IBM provides a couple ways to open a PMR. The most popular way is by using the Service Request (SR) tool. This tool is accessed using the IBM Support Portal web site and is a great way to log new requests and track your open requests. The SR Tool is the preferred way to interact with IBM Support due to the amount of control that you have as a customer over your PMR. You are able to make sure that all your contact information is correct and up to date and can directly make updates to the PMR this way.
Once the PMR is opened, the the PMR can be tracked for its latest updates via the SR tool. You may also request an update at any time and this will notify the Support team to follow up with you as soon as possible.
Second, for the most efficient support experience, a few guidelines should be followed:
Finally, try to be prompt in your responses as well. Especially with high priority issues, the quicker you can reply that you have received any updates and let us know your response, the better. Again, due to the large volume of issues coming in, by quickly responding it can ensure that your issue remains at the forefront of the minds of those involved.
IBM does provide a Support Handbook that is a great resource to show how to properly use the Support organization for the best results: