The Internet is changing the face of product support. It is an undeniable fact that the manner in which we attempt to resolve problems, be they complex software applications or finding the closest Italian restaurant, is entirely different than 10, 5, or even 2 years ago. In all facets of our daily lives, how we search for answers to even the simplest of problems have been forever changed through online technology and capabilities. The Internet permeates all aspects of our lives; how many readers of this blog post do not understand the phrase "Just Google it"?
Nowhere is this more apparent than the emerging use of social media in the business environment. Over the past few years, social venues like Facebook, Twitter, YouTube, and others have transformed from purely social offerings to bona fide business tools. For additional insight into IBM's approach and use of social business in the enterprise, I highly recommend following Sandy Carter
, the IBM Vice President of Social Business. Sandy is an acclaimed author, expert, and evangelist in this business context.
While one might argue social business is still maturing and that the social media landscape is still quite dynamic and reminiscent of the Old West (anyone still have a MySpace account?). the commitment to social business has seen tremendous growth in the halls of IBM Software Support. This acknowledgement of the import of social business is in no small part due to the explosion and popularity of these mediums as a viable means to resolve issues through a collection(s) of peer users. Community based, or to use the cool kid's lingo, crowdsourcing, allows you to move far beyond traditional support models. Prefer a concise and direct notification system? There is a Tivoli Support Twitter
page. Want to engage in a dialogue with your peers? Check out the just released IBM Tivoli Support Facebook
page. If you want to do more than just "like" the FB page, join the Tivoli Support Facebook group
. Are you a visual learner? The IBM Electronic Support Channel on YouTube
have generated over 50,000 views! There are hundreds of online instructional videos also available at the IBM Education Assistant
Two of the most prominent IBM online offerings dedicated to problem resolution are the Support Portal
and Service Requests
systems. The Support Portal is the gateway into resolving your product issues. You can configure the portal and add any and all IBM Software products your organization utilizes. From the portal, you can search our extensive knowledge base, download product documentation, review deployment and configuration best practices, and obtain product updates and maintenance. Service Requests (SR) is the system where you can easily create new PMRs, view existing tickets. Two years ago, less than 20% of all new PMRs were created through the use of the SR system. Today, almost 50% of all PMRs originate electronically from the SR system..
I could go on and on about our IBM eSupport initiatives and will continue to focus and highlight online tooling in future posts. For now, I hope you take the time to review some of these tools and systems. I'm confident you will realize immediate value from these offerings. I welcome all comments on any aspect of Tivoli product support delivery. What works for you, and just as importantly, what's not working or what's totally missing. Our constant and driving objective is to continually improve the consistency and caliber of support we provide and your feedback in these forums is crucial to these goals.
If you need a quick answer to your question about a process automation product, try posting it on the Maximo and Process Automation Solutions forum
. The forum features a large community of active users that include IBM product developers, customers, and business partners. Discussion topics include configuration,
implementation, and general sharing of product knowledge and experience.
The forum covers all products built on Tivoli's process automation engine, including:
- IBM SmartCloud Control Desk
- Tivoli Asset Management for IT
- Tivoli Change and Configuration Management Database
- Tivoli Live - service manager
- Tivoli Service Request Manager
- Maximo Asset Management as well as add-ons and Industry Solutions
On July 27, 2012, IBM Software released the Base Services 126.96.36.199 fix pack for Maximo Asset Management, Maximo Asset Management Essentials, and Tivoli Asset Management for IT.
L2 Support and Development strongly recommend that you apply this maintenance to insure your system has the latest fixes and enhancements.
For more information on this Fix Pack including links for download,
prerequisites, and considerations see the download document located
System downtime can be a major annoyance to users and can
potentially impact your customers and the level of service you provide. If system
reliability is of great concern to your organization, then a highly available
system configuration may be the solution.
By configuring a highly available system, you can be
prepared to handle both hardware and software failures. Service is quickly
restored when a system, a component, or an application fails. A highly available
system gives your organization the assurance of minimal downtime and creates
the opportunity for savings when the cost of downtime is high.
High availability is supported for products that are
based on Tivoli®'s process automation engine, such
as Maximo Asset Management, IBM industry solutions,
and IBM SmartCloud Control Desk.
The Tivoli Change and Configuration Management Database 188.8.131.52 and Tivoli Service Request Manager 184.108.40.206 fixpacks are now available! You can download them from the following links:
To better understand your perceived quality of our products we ask that you fill out this short survey.
Our goal is to provide a high quality product and your feedback is very important to us in how we can better improve our product.
Go to the survey at the following link
. It should only take 5-10 minutes of your time.
Survey closes on Friday, September 7th, 2012
Welcome to the Tivoli Application Dependency Discovery Manager technical
support information newsletter. This communication is designed to help
you derive maximum value from your Tivoli Application Dependency
Discovery Manager software by providing the most up-to-date technical
information, answers to frequently asked questions, and links to other
key information. Please take a moment to read through the materials
provided below. We are confident that you will find these resources
helpful and informative.
Want to know the "Next Practices" in the
world of Workload Automation?
Join us for the New Tivoli Workload Automation
Release and get to see the new Demo!
Save the Date
19th2012 - 3 PM CEST, 1 PM GMT, 9 AM ET (USA)
For registration send email to
Gain Visibility, Control and Automation across your organization and infrastructure boundaries.
Are you looking to increase your personal skills in the Service Management arena?
Are a responsible for a team of Tivoli professionals who need to delve deeper into the products?
Would you or your team benefit from learning deep technical skills from real experts in their fields?
Then the EMEA Tivoli & Security Technical Conference 2012 is just what you need!
One of the many business benefits of honing your skills at this conference is the enhanced return
on investment in Tivoli & Security products. Whether you learn best by listening, watching or by doing,
we have it covered with our expert presentations, demos and hands on labs.
Take this opportunity to attend the only IBM Tivoli & Security Technical conference in Europe this year,
but be quick, as places are limited and early booking is highly recommended! Book before July 31st and
receive a 10% discount and 2 free certification exams worth $400! Tivoli solutions are at the heart
of IBM’s Smarter Planet initiative. In addition to our deep technical sessions we will focus on some
actual projects, and related technologies. We are excited to demonstrate our best practices based on
comprehensive Tivoli implementation projects. Whether your role in managing a dynamic infrastructure
is executive leadership, security, operations, storage, production, delivery, facilities or communications
service, the most valuable opportunity to gain the necessary service management skills is at the EMEA Tivoli
& Security Technical Conference. This year, the event offers:
“How to” technical classes taught by product experts
Hands-on demos, labs and workshops
Panel discussion about challenges, best practices and lessons learned
The latest solutions and demos from IBM partners
The IBM business architecture team will be presenting on a series of training sessions intended to help our clients plan their upgrade to the latest versions of Maximo Asset Management and SmartCloud Control Desk. The bulk of this series will be devoted to the Maximo product suite, add-on's and industry solutions.
The series will run July to October on Tuesdays and Thursdays. Ample time will be allowed for client questions and sessions will be recorded for those who cannot attend the live events. Details about this series can be found here
You can also visit the main Tivoli Support Technical Exchange (STE) program page
for a list of all upcoming IBM support topics and presenters.
Do you daily use few features of TDWC and you want have them accessibile without navigating the portfolio?
You can use the TIP's views.
Use "My tasks" to create and edit a list of tasks to view in the portal navigation.
Select "My tasks" from the View selection list in the navigation. If you have never used "My tasks" before, you must click Add tasks to open it.
Use the checkboxes to select and deselect tasks from the "My tasks" navigation.
For example I want to create a view with only Quick Start, Monitor tasks and the Dashboard:
To save the changes, click Apply.
And this is your new portfolio:
Free! IBM Education Assistant flash modules released for Tivoli Service Automation Manager
New content released
Troubleshooting self-service user interface
Run a virtual center discovery
Managing self-service teams
See it here:
At times you may run into situations where a TSAM request to create a project, add a server, modify a server, etc. may fail. To find out the reason for the failure, you need to enable some logging within WebSphere Application Server and Maximo UI and collect/review various logs.
Following steps detail the data to be collected and analyzed:
A.) Export of your Data Center Model (DCM) objects. DCM contains information related to Servers, Switches, Software Resources, etc. you have defined in TPM/TSAM.
How to gather DCM Export:
1) Log on to TSAM Management Server
2) su - tioadmin
3) switch to directory TIO_HOME/tools
4) run dcmexport.sh
Syntax: dcmexport.sh -d output_file_name
Example: dcmexport.sh -d /myDirectory/myOutput.xml
B.) To capture additional trace data you will need to raise the log levels of Integration Logger and PMZHB Logger to DEBUG and enable BlueCloud logging. Then reproduce the error situation. Please also make sure, that WAS tracing is enabled. Once the bebug leves are set and you have run through the failing scenario again, collect SystemOut.log, SystemErr.log and trace.log files located in /opt/IBM/WebSphere/AppServer/profiles/ctgAppSrv01/logs/MXServer.
How to set PMZHB Logger to DEBUG level
1) In Administrative User Interface Go To - System Configuration - Platform Configuration - Logging
2) Use filter to search for pmzhb
3) Expand pmzhb and change Log Level to DEBUG
4) Click save
5) In Select Action Menu select 'Apply Settings'
How to set INTEGRATION TPAE logger to DEBUG level
1) In Maximo Start Center: Go To - System Configuration - Platform Configuration - Logging
2) type INTEGRATION into the logger input field and hit ENTER
3) set the log level to DEBUG
4) click save
5) Under "Select Action" choose "Apply Settings"
How to enable BlueCloud logging (setting trace level for packages in WAS)
in WAS Admin Console - Troubleshooting - Logs and Trace - MXServer - Change Log Detail Levels - Runtime tab (set the following to "All
messages and Traces"):
Note: make sure that logging is enabled and also set the Maximum File Size to 20 MB and the Maximum Number of Historical Files to 5. These settings can be found at WAS Admin Console - Troubleshooting - Logs and Trace - MXServer - Diagnostic Trace.
After collecting the log files reset the changes regarding the log settings because of performance reasons.
C.) You will also need to get the failing wofkflow log (i.e. RP.ClusterProvision workflow) in xml format.
How to get the workflow log:
a) log in as maxadmin (in TSAM Administrative user interface)
b) Goto -> Administration -> Provisioning -> Provisioning Workflow
c) select RP.ClusterProvison workflow that failed
d) select "Export" in Select Action drop down
The first log that should be reviewed is the failed workflow log (step C below) in xml format. Based on the problem and errors seen in this log, you can further review the trace.log, systemout.log, and systemerr.log. You will also need to review the export from your DCM if the problem is related to resources defined in the DCM.
To submit job streams from your mobile, even if you do not have any experience with Tivoli Workload Scheduler.
Launch the Self-Service Catalog from your mobile device by connecting to the following URL:
where host_name and port_number are the host name and port number of the Dynamic Workload Console you are connecting to.
Self-service Catalog is a solution to automate routine business tasks and run them from mobile devices without having to install and learn about the whole Tivoli Workload Scheduler product. By using the Self-service Catalog you can use your mobile device to submit service requests to Tivoli Workload Scheduler without knowing anything about engines,jobs, or job streams.
By launching Self-service Catalog application from your device, for example, you can see the available services, which basically are Tivoli Workload Scheduler job streams. You can open a catalog, view the services that it contains, and submit a service request very simply and easily from your mobile device.
Even though the Self-service Catalog has been primarily envisioned to be used from mobile device, you can efficiently use it also from your computer connected to a web browser. To submit a job stream from your mobile, an administrator must have previously created a service by associating it to a Tivoli Workload Scheduler job stream and engine. The service is linked to a job stream that runs on a Tivoli Workload Scheduler engine. By simply launching the service, you can submit the job stream. You define jobs and job streams using the Dynamic Workload Console to automate tasks that users perform routinely. You use the Self-service Catalog interface from your mobile device to start the job streams when needed.
Optionally, you can also use Self-service Catalog taking advantage of High Availability configuration so as to have multiple console instances working at the same time without reducing performance. If the Self-service Catalog you are using is connected to a Dynamic Workload Console in High Availability configuration, all the user settings, including the Self-service Catalog data, are stored in a DB2 repository. If you are connected to a Dynamic Workload Console in High Availability configuration using a load balancer, when you launch the Self-service Catalog, you are not connecting to a specific Dynamic Workload Console, but to a node in the High Availability configuration. Therefore, for example, if a node fails, new user sessions are directed to other active nodes in the configuration and this change is completely transparent to users.
Use your mobile device to monitor your jobs by accessing the dashboard and navigating to job details and log.
Connect to this URL using your mobile device: https://host_name:port_number/ibm/TWSWebUI/dash.jsp, log in using your Tivoli Integrated Portal credentials.
Select the engine that you want to see in the Dashboard.
The initial view is a pie chart, but optionally you can switch to the bar chart by clicking the icon in the toolbar below it. The pie is divided into slices of different
colors that indicate, in the same way as the bars of the bar chart, the current status of jobs in the plan. Below the chart, a legend identifies the status that is mapped to
each color and indicates the number of jobs in the plan that currently have that status.
In addition is possible to see also information about Critical jobs.
Critical jobs can be displayed only on engines on which the critical path can be displayed only on engines on which the critical path
feature is available and enabled. Touch the critical job icon to view the section that displays the risk level of critical jobs on each engine.
Scroll down to view the job statuses
Touch the status of a job and scroll down to view more details about that job, such as the name of its job stream, workstation, and scheduled time. Optionally, use the search box to search for a specific job.
Starting from the dashboard, you can access the status, properties and logs of any job in the TWS plan, either on distributed or zOS platforms. Nothing has been installed on your mobile device. Using the Dashboard, from your mobile device, you can see a graphical view that shows the progress of the current plan on the engines for which you have configured a connection and specified the option to show the engine in the dashboard. Optionally, you can scroll down the job details to view the job log, when available, and send the job log using email to someone. In the job log, you can also filter for specific strings to display.