Check it out => New IBM Support Portal Experience Arrives on November 13th
Thoughts on Portal from Level 2 Support
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As we had planned, the second WebSphere Portal version 8 Installation Twitter chat was held at 1 PM ET. Like last week, the participation is not ideal. We will not have another session. The end of this chat session also the end of our first social workshop. Although we didn't see a lot of direct interactions between support and customers, we have a collection of documents and knowledge left for future references. We also gained experience on how to organize such events. In future, we may ask the suggestions and opinions of our customers. You can also read a request for a potential future session on Portal migration.
Here is a summary of today's chat session from Storify.com.
The statistics of today's session can be seen in the following report from Hashtracking.com:
Many thanks to following people from WebSphere Portal Level 2 support:
Hunter Tweed, Vasantha Alle, Michael Watkin, David Betres, Tony Donato, Jerry Dancy, Travis Cornwell, and Chris Clarke.
twcornwe 0600025RJ4 Tags:  exception support log issue investigate error problem troubleshoot 4,915 Views
Support is sometimes asked to resolve an issue based on a single line in a log file, like this:
[1/5/12 11:20:50:805 EST] 00000191 LTPAServerObj W SECJ0371W: Validation of the LTPA token failed because the token expired with the following info: Token expiration Date: Thu Jan 05 11:19:00 EST 2012, current Date: Thu Jan 05 11:20:50 EST 2012.
Not infrequently, the single log entry is pasted in to a Microsoft Word document and the doc file is sent in.
It is all but impossible to resolve an issue with one log entry, even if it is a stacktrace that results from an exception.
Unless you include screenshots, don't copy all or part of a log file to a word processing document. Save time by skipping that step. Upload log and trace files in their original text format since support is going to ask for them anyway. If you're not sure which file the error code or message you are concered about appears in, send complete copies of the most recent SystemOut.log and SystemErr.log.