Have you been looking for a way to provide IBM Support staff with a visual example that shows how to reproduce an issue you are troubleshooting?
You can help to cut down on the time spent in troubleshooting your issues by providing a recording of your screen as you reproduce your issue. A cross-platform, Java-based screen recording tool is available that enables you to record your screen, which you can then send to IBM Support (along with any other data that might be requested). This tool will allow you to record your screen while recreating a problem locally or to share a set of steps with IBM Support.
My name is Randy Simmons and I am a Rational Collaborative Lifecycle Management (CLM) Support Engineer specializing in the Requirements and Quality Management Tool. I was tasked to create a Video Series to give internal IBMer’s and external customers a basic understanding and troubleshooting options to use when Java related problems occur using the CLM suite of Tools.
This “Non-Programmer's Guide to Troubleshooting Java in CLM” video series covers the topics below. It will make you more aware of the Java Tools available for download at IBM DeveloperWorks. It give you some background about how Java and JVMs work, what data Rational Support is looking for, and the understanding of how you would go about troubleshooting Java or Performance related issues.
Click through the titles to watch the four videos, or click play on the embedded playlist at the end:
1. Introduction to Java for CLM: This video is a recording from an education session "Non-Programmer's Guide to Troubleshooting Java in CLM". This video provides an introduction to Java for IBM Rational Collaboration Lifecycle Management V5.0 users.
There are new videos available covering licensing topics for Rational products. One of the videos covers how to change the port for the Rational License Key Server. Another covers how to install Rational License Key Server on UNIX and Linux in console mode. The other covers upgrading the Administration and Reporting Tool for Rational License Key Server to a new fix pack. All of these videos are available on the IBM Rational User Education YouTube channel. Thank you to support engineers Shijesh Velayudhan, Nikhil Bhat, and Sombir Yadav for creating the videos.
There are some new videos available for the Rational Collaborative Lifecycle Management (CLM) products. Two of the topics are the integration of the Data Collection Component into Rational Insight and in the installation of the V5.0 Jazz Reporting Service. There is another video that focuses on exporting and importing system definitions with enterprise edition of Rational Team Concert (RTC), a method you can use to provide system information to Rational Support. Thank you to support engineers Ben Silverman and Olivier Gauneau for creating the videos.
There are several videos available for Rational Performance Tester (RPT) that help you troubleshoot possible problems you might encounter with the application. These videos explain the problems, walk you through diagnosis, and demonstrates resolving the problem. Thank you to support engineer Roja Ayyagary for creating the videos, which are available on the IBM Rational Support YouTube channel.
Are you looking for help identifying what data you need to collect when troubleshooting issues with your Rational Collaborative Lifecycle Management (CLM) products (Rational Team Concert, Rational Quality Manager, Rational Requirements Composer)? Need to know what information is valuable to provide when opening a ticket with Rational Support?
There are a number of CLM Must Gather technotes available (including those listed below) which provide guidance to assist you in identifying what data is most important to collect and where you can find it:
Whoo hoo! A new whitepaper has just been published.
This paper will address using Build Forge to
integrate Rational products to fix or “phone home” potential support
issues proactively without user intervention.
companies have often floated the idea of having intelligent
refrigerators that would call in service requests for themselves when
components were failing. The basis of this idea is that better
diagnostics are driven by greater integration between computerized
parts. This paper brings this idea to Rational products by using Build
Forge to fix or “phone home” potential support issues proactively
without user intervention.