If you're planning on asking IBM Support for help, more than likely there will be a minimum amount of detail they will need up front. The most obvious being details about your environment, such as platform/OS and product versions.
Now if you're needing the root cause for some event that has since pasted, then keep in mind that someone providing "remote" support will likely need historical log or trace data before they will be able to offer you anything significant.
For the Tivoli System Automation for Multiplaforms (TSAMP) product, we have a diagnostic data collection utility called "getsadata". This tool is a one stop, collect all, very exhaustive data collector that will provide TSAMP Support staff with everything they need to help you in 95% of cases. Of course we would still like an accurate problem description and a timeline, but often even the information collected by getsadata can be used by Support to work out what you need help with
So first let me point you to a link that explains how to use TSAMP's data collector (getsadata) :
The "getsadata" utility is bundled and installed with the TSAMP product within the "/usr/sbin/rsct/install/bin" directory. However, if you're many fixpacks behind the latest, or if you are not using the latest release level of TSAMP, then I would encourage you to download the latest version of getsadata, which can always be obtained via the above URL.
Here are some key things to remember:
1. Execute 'getsadata' with root authority. Running as any other user will likely result in data Support cannot use to help you.
2. Run getsadata on all nodes in the domain where possible, but only after first running it on the node hosting the "master" automation engine (IBM.RecoveryRM), identified by using either of the following commands (executed from any node):
- lssamctrl -V
- lssrc -ls IBM.RecoveryRM | grep -i master
3. It is important to collect data as soon as possible after a problem is observed in order to collect all log and trace data before data is lost (First In, First Out, fixed size trace files). This doesn't necessarily apply if your environment has trace spooling enabled.
4. It is equally important to run the utility before any manual (user) recovery efforts are attempted. This will ensure an accurate snapshot of the current states which can then be correlated with the logs and traces collected.
Let me leave you with one fact ... if you provide the tarballs created by running getsadata at the time you open the PMR, you will enable the TSAMP Support team to provide you with a root cause analysis much more quickly than if you wait for us to perform an initial contact to request the data