News and information from the DB2 LUW Technical support team.
The new IBM Support Portal was announced a while ago. We've had some great comments on it.
Customers have said it helps them find Technical support easier and points them in the right direction more often than a general search.
You can find an announcement about the IBM Support Portal here: https://www-951.ibm.com/blogs/SPNA/entry/announcing_ibm_support_portal_release_1_0_is_now_available
There are some how to videos that help you learn about additional troubleshooting resources available in the portal such as forums and recommended fixes. Video
Additional features of the IBM Support portal including News and Alerts, Notifications, and opening a Service Request with IBM Support. This video also shows you how to manage your product list to focus the portal and make the information you need easier to find.
Get fancy and personalize your portal page to reflect the way you work Video.
Give it a try!!
Faster Problem Resolution using Automated Data Collection for Cognos, DB2 LUW, Filenet, IS and IDS at IOD
Are you attending IOD this year? Then visit Electronic Support Booth 603 ped K in the Expo hall.
They will be able to share with you some ways to solve technical problems faster.
There are some mini-theatre sessions that can help you solve problems faster. Faster Problem Resolution using Automated Data Collection for Cognos, DB2 LUW, Filenet, IS and IDS.
The sessions will discuss strategies for setting up and using IBM Support Assistant in an environment for effective and efficient data collection.
Hours of time which is normally wasted in collecting the relevant data can be reduced to minutes.
It will be well worth the 30 minutes you take to listen in and watch the live demo.
See the below schedule. Have questions concerning Electronic Support? Send them a tweet with #IOD2009ask
· Cognos by Cindy J Holmes
o Monday,October 26th,2009 1:00 - 1:30pm
o Tuesday, Oct 27th, 2009 1:30 - 2:00pm
· DB2 Linux, Unix and Windows by Steve Raspudic
o Tuesday, Oct 27th, 2009 12:00 - 12:30a.m.
· Filenet Business Process Manager by Manfred Kunze
o Monday,October 26th,2009 5:30 - 6:00 p.m.
o Wednesday,October 28th,2009 1:30 - 2:00 p.m
IOD can be very informative and this year it will also help you understand how support works with some training on Electronic Support.
There will be some great sessions to find out how to use the tools we have available online to help solve your concerns.
If you are in Vegas October 25-29, the IBM Electronic Support team we will be participating in the Information on Demand (IOD) conference. They will be conducting a Technical Training Session on Electronic Support, a Bird’s of a Feather on the Support Portal, and a number of technical demonstrations on the Portal at the Expo Theatre. They will also have an Electronic Support pedestal at the conference to demo the Portal, My Notifications, the IBM Support Assistant (ISA), Fix Central and so on.
Drop by the Expo Center, Booth 603, Pedestal K to learn more about the IBM Support Portal, the IBM Support Assistant (ISA), My Notifications, and Fix Central. Update your IOD agenda to attend the following two sessions
2838A: A Birds of a Feather session by the IBM Support Portal architect, Peter Picone.
2643A: An Electronic Support Technical Training Session by Mandee Ross.
tfrangos 2700019NFC Tags:  mustgather knowledge knowledgecollections support db2luw 3,006 Views
In my last post I wrote about Must Gather Documents for DB2 and how they could help you solve problems faster.
You probably have a myriad of software that you manage on any given day. From stuff on your home computer to stuff on your work computer. You apply fixes or upgrade but for some of the big stuff like DB2 there are some things you should be aware of.
A good technote/flash explaining the DB2 fix packs and special build policy can be found here
One area I like to highlight in the technote is the following:
"Although IBM recommends that customers maintain their DB2 database system environments at the latest fix pack level, you do not have to apply the latest fix pack in order to contact IBM DB2 technical support. All that is required is that your Passport Advantage Software Maintenance agreement is current. However, if it is determined that you have encountered a known problem that is addressed in a released fix pack, the solution will be to apply the appropriate fix pack."
The other for those of you that like to stay on special builds
"Unlike fix packs, special builds receive very limited testing by IBM and are intended to be used for a limited time until the fix can be incorporated into a fix pack and applied to your environment. DB2 special builds are typically supported for a maximum of 90 days after the fix pack containing the special build fix is officially released."
For the whole story read through the entire technote to help you in your daily tasks of managing your Databases fix pack and special builds.
There you are merrily going about your DB2 LUW work when you have to call in to get some assistance on a problem you've encountered. Little do you know that the first words you may hear from a support analyst are, "That version of DB2 is out of support"
Unlike many other products out there today, software doesn't have a best before date on the box and smelling the CD/DVD's to see if it is still fresh will only get you some strange looks. In many cases you probably don't even have a box or a CD/DVD as you downloaded the product from Passport Advantage. How are you supposed to know that a product is going out of support?
The IBM Software Support Lifecyle web site holds the key to that freshness
What better way to start off a blog about DB2 LUW Support than to talk about FAQ's.
I'm a little behind the ball on this as others have already blogged / posted about the existance of a document that has DB2 LUW's most frequently asked and answered questions in it.
What I do have over those other blogs is that I actually work closely with technical team of support analysts that get the calls and answer those questions. Most of the information is out there on the web someplace. In the Info Center or in Technotes but to my knowledge we have never taken all the most common questions and put them in a single document.
That document now resides here.