Notes from Rational Support

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Get on the KCS train! We've run the numbers, reviewed the data, and found the top support documents from last month. These are the docs which were most commonly reused over the course of our TSEs assisting with calls.
 
With our KCS (Knowledge centered support) ideals in mind, our reuse data tells us these docs should be of great benefit to you all.... We hope highlighting this content here will help you as well, and maybe even save you some time in resolving issues or finding the right answers... 
 
  
 

• How to get your Rational license keys      
• How to move licenses to a new server     
• System Requirements for ClearQuest 7.1.x        
• Utility to collect ClearCase logs and diagnostic data on Linux, AIX, HP-UX and Solaris     
• System Requirements for ClearCase 7.1.x         
• Utility to collect ClearCase logs and diagnostic data on Windows         
• How to reset a lost DOORS Administrator password            
• Unable to apply maintenance to the licenses using Rational License Key Center
  
• IBM Installation Manager, Version 1.4.2 (This document describes how to download and install IBM Installation Manager, Version 1.4.2)    
  

 
image credit: flickr user Mike Miley
   

                                                                  

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:


Technote 1632563  MustGather: Rational Collaborative Lifecycle Management dashboard issues

Technote 1634009  MustGather: Server rename issues with Rational Collaborative Lifecycle Management products

Technote 1607533  MustGather: Performance, Hang, or High CPU issues with CLM on distributed platforms

Technote 1632450  MustGather: Build issues when using Rational Team Concert

Technote 1632560  MustGather: Integration issues when using Rational Team Concert

Technote 1632550  MustGather: Issues with reporting when using Rational Team Concert

Technote 1632451  MustGather: Agile Planning issues with Rational Team Concert

Technote 1632449  MustGather: Process and Work Item customization issues with Rational Team Concert

Technote 1632546  MustGather: Source Control issues with Rational Team Concert

Technote 1307820  MustGather: Relational Databases with Rational Team Concert

Technote 1572522  MustGather: Troubleshooting hangs of the scm.exe application
 

For your convenience, this information has also been organized for you in technote 1634706 Knowledge Collection: MustGather documents for Rational Collaborative Lifecycle Management products.

We hope you find these resources helpful. Please do let us know if these documents are valuable or if you have suggestions for additional content that would help with your troubleshooting.

Additional troubleshooting resources are also available in the new Deployment Wiki on Jazz.net. Check it out and get involved by contributing your feedback and suggestions. This blog posting provides further details: https://jazz.net/blog/index.php/2013/05/13/the-deployment-wiki-and-community-needs-you/
 

If you encounter the NT LAN Manager version 2 (NTLM v2) "Authentication failed" error in IBM Rational Performance Tester, you can follow the steps in the below technote to set up NTLM v2 in RPT:

http://www.ibm.com/support/docview.wss?uid=swg27036836

Along with the steps in the technote above, also make sure that the 'Host' field contains the System name and the 'Doman' field contains the domain name, as seen in the attached screen-shot -

 

Following is a list of the recently published Tech Notes on ClearQuest APIs. These scripts are really useful to us in Rational Client Support and may be something you were looking for: 
 

 

Tech Note ID	Description	URL
1637753	How to find the number of active ClearQuest users using a Perl script	http://www.ibm.com/support/docview.wss?uid=swg21637753
1639467	How to convert Rational ClearQuest User Full Name into Title Case	http://www.ibm.com/support/docview.wss?uid=swg21639467
1639941	How to execute a specific Personal or Public query using the ClearQuest API and redirect the output to html file	http://www.ibm.com/support/docview.wss?uid=swg21639941
1641301	How to get the Full Name in drop-down fields in ClearQuest using Perl hook	http://www.ibm.com/support/docview.wss?uid=swg21641301
1641874	How to send email notifications using CQMailMsg in ClearQuest	http://www.ibm.com/support/docview.wss?uid=swg21641874

 

 

 

Following is a list of the recently published Tech Notes on ClearQuest APIs. These Tech Notes are really useful for ClearQuest Admins specially when designing the schema.

 

Tech Note ID	Description	URL
1643281	How to use SetEmail() using Perl and ClearQuest API.	http://www.ibm.com/support/docview.wss?uid=swg21643281
1643420	How to write a Value Change Perl hook in ClearQuest to assign a value to another field and make it a Read Only field	http://www.ibm.com/support/docview.wss?uid=swg21643420
1666054	How to write a Base Action Perl hook in Rational ClearQuest to limit size of a file being attached to a record	http://www.ibm.com/support/docview.wss?uid=swg21666054
1666202	How do you write a Perl hook in IBM Rational ClearQuest to change the state from Submitted to Assigned; if assignee field has some value at the time of record submission.	http://www.ibm.com/support/docview.wss?uid=swg21666202
1666302	How do you find out databases names attached to a Schema Repository using a Perl script in IBM Rational ClearQuest.	http://www.ibm.com/support/docview.wss?uid=swg21666302

 

Don't miss our previously published post on the same topic as well for even more ClearQuest API technotes!

Following is a list of the recently published Tech Notes on ClearQuest APIs. These Tech Notes are really useful and required for ClearQuest Admins on day-to-day basis.

Tech Note ID	Description	URL
1669620	How do you write a Perl script to get database properties for all the associated databases with a Schema Repository in IBM Rational ClearQuest	http://www.ibm.com/support/docview.wss?uid=swg21669620
1666557	How to find the number of active users in IBM Rational ClearQuest using a VB script	http://www.ibm.com/support/docview.wss?uid=swg21666557
1666415	How to write a Perl hook in IBM Rational ClearQuest to get the record ID and write it into a new field with some prefix.	http://www.ibm.com/support/docview.wss?uid=swg21666415
1664666	How do you write a Perl script using IBM Rational ClearQuest APIs to send an email to the owners of the record type, if the record type is still not in "Closed" state even after 30 days of submission.	http://wwwi.bm.com/support/docview.wss?uid=swg21664666
1641287	Perl hook code should not allow a user to modify a record if user does not belong to that particular record.	http://www.ibm.com/support/docview.wss?uid=swg21641287

Don't miss our previously published post on the same topic as well for even more ClearQuest API technotes!

 

These are ten of the most recent How-To technotes for IBM Rational Team Concert (RTC). We know you will find them as helpful as we do, especially since they were all created based on client calls/ emails that have come in to our Support Engineers and the answers from which have been reused to solve even more PMRs than just the initial call... 

 

How to manage the size of the RTC log file- How do you manage the log size in IBM Rational Team Concert(RTC)?

How to view the previous states of RTC dashboard- How do you view the previous states of dashboards in IBM Rational Team Concert(RTC) on the web browser?

How to trouble shoot Tomcat for RTC flashes and disappears- How can you get detailed information when starting Tomcat for IBM Rational Team Concert (RTC) with command line, for example server.startup.bat, that flashes and disappears?

How to add Resource Tab in Plan View in RTC- How do you add Resource Tab in Plan view in project area created using Scrum process in IBM Rational Team Concert?

Time of checking attachment size of work item in RTC- When does IBM Rational Team Concert (RTC) check the attachment size of work item for upload and is the attachment file compressed during upload?

Supported integrations for Rational Team Concert- Where can you find a list of supported integrations for IBM Rational Team Concert (RTC)?

How to promote a plan view of tree or Kanban display in RTC 4.0.4 or prior- How can you promote a plan view that contains a tree or Kanban display option in the process configuration editor in IBM Rational Team Concert (RTC) version 4.0.4 or prior?

How to restrict file and Folder deletion in IBM RTC- How do you restrict the user from deleting files and folder in IBM Rational Team Concert?

How to perform Rational Team Concert work item transitions with CMI- How do you configure the IBM Rational ClearCase Change Management Integration (CMI) to perform Rational Team Concert (RTC) work item transitions?

How to update Rational Team 8.0.1.x, 8.0.0.x, 7.1.x, 7.0.4.x, 7.0.3.x, or 7.0.2.x installations through IBM Installation Manager- How do you update IBM Rational Team products 8.0.1.x, 8.0.0.x, 7.1.x, 7.0.4.x, 7.0.3.x, or 7.0.2.x versions to a new iFix or Fix Pack using IBM Installation Manager?

 

 

 

September has come and gone, but the important data remains! These are the top 15 technotes for Rational Team Concert  that were reused during September to help solve your PMRs. Last month the following technotes were the most heavily reused when closing PMRs opened by you, our clients. We hope that highlighting them here will help others encountering the same or similar issues also find quick resolution: 

     

 

 

Doc ID	Subject
1626285	Adding attachments results in full directory under the work item links
7012781	About the Rational Team Concert Family of Products Information Centers
1609143	Common ETL jobs fail with CRRRE1404E: The user or password is invalid
1632995	Create Work Items from template results in "Cannot create work items specified by the template" error
1445366	How to verify LDAP parameters for Jazz Team server configuration
1455421	IBM Support Assistant Lite for Rational Team Concert v3.0
1470141	Modifying a user ID in Rational Team Concert version 3.0 while using LDAP
1619527	Recommend IE9 and other Web browsers for Rational Team Concert
1649768	Upgrading CLM products to version 4.0.4 fails when using Microsoft SQL Server
1496282	Change and Configuration Management Application is listed as unknown after registration
1649164	Changing the attribute type once it is already created and saved in Rational Team Concert
1501294	Custom sections not displayed in the Overview tab in Eclipse client
1648935	Data Collection Jobs not listed under Data Warehouse configuration
1576629	Deploying IBM Rational Team Concert Eclipse client on a 64-bit Windows machine
1317662	How to check or edit your configuration of Jazz Team Server for LDAP

   

image credit: (cc) Some rights reserved by Ewa Rozkosz