The following list was reported as the content most referenced by our Technical Support Engineers as they worked your Rational Buildforge, Rhapsody, and Appscan PMRs (problem management records) over the month of October. We hope you find this list as valuable a resource to help you address these issues as our TSEs have:
IBM Rational BuildForge:
1215394: Error 2203 An internal error has occurred, when creating a Rational Suites Release Area for the first time
1298183: AgentDisconnect error due to incompatible agent and console
1303877: Build Forge Agent spawns several bogus processes when a port scanner is in use
1410649: Stay connected to IBM Rational Client Support
1441280: How to capture output of Build Forge 7.1.x engine running in the foreground on Windows
1444753: An unexpected error has occurred 2001, please contact support
1444762: Unable to setMaxRetry when testing the Database connection
1473102: How to run multiple Build Forge agents UNIX and Linux
IBM Rational Rhapsody:
1437972: How to find out more error details that appear in the "Selection Info" section of Rational Rhapsody Gateway
1205114: RSA / RSM domain is missing although SODA.MCKSR4.HOTFIX.20050209 has been applied
1298482: Create and Manage Your Enhancement Requests in the Rational RFE Community
This week's spotlight is shining on Ben Tran from our Sydney, Australia office . As you'll see below, Ben has his work cut out for him between his manager duties and his routine with home life and the challenges of children... He also has some valuable advice for the class to take away, in both his own words and as an example in his outlook on life for others. Read on to learn more about Ben and how a self proclaimed "not a gadget person" has much to say about the gadgets he has and what he'd like to see in the future of technology!
Tell us a little about yourself: who are you, what is your role in Rational Client Support? My name is Ben Tran (Sydney, Australia), a front line manager in AP RCS. I manage Rational Desktop Support team with Charito Cruzado.
How long have you been working for IBM and Rational? I have been with IBM AP RCS since August 2005.
What are you currently working on? The never ending pursue of high performing self driven team, meeting the demands of doing business in AP.
Describe a normal day for you. My normal day starts with work, where I do have control over the things I do... such as emails, administrative activities, monitoring, measuring, controlling, leading and be available for our clients, engineers and business. My second shift involves a small toddler and a baby with my wife at home carrying out the never ending list of chores, which is our small price we paid for the endless list of joy with the children. The toughest is the graveyard shift with baby crying throughout the night. It is the moment I look forward to do it all again the next day.
What project are you the most proud of? My home renovation 5 years ago. We are still very proud of it and happy to call it home.
Are you a gadget person? What type of gadgets do you use? I am not a gadget person; however I am very excited with my latest purchase, the iPad. I understand it’s not new, it’s just a bigger version of iTouch and so forth; for me it’s so practical, it is my note pad, my book, my internet, my movies, my online shopping, my games, my music, my news, my online banking etc. It's endless and has met almost all my home needs. The best is not needing to fight with my son for the TV or home computer as long as I keep him in the dark with my new found toy.
What's the coolest piece of tech news you've heard lately? Not lately, but very cool is hydrogen powered car, zero emission.
What tip or trick would you like to share with the class? It is what it is! Be positive, be constructive, and with time everything will fall into its rightful place.
How do you define success? Umm… "ROI minus (Efforts plus Time)"? Lol… I think when you are happy or excited with the end results.
In your spare time, if you have any, what hobbies or activities interest you? Remote control cars, old tube audio equipment, small figurines, comic, drawing or simply having a good long drive.
Have you worked on any projects that you feel were exceptionally exciting for you? I was privilege enough to have built an L3 team that tripled the output of L2 team, but at only one third of its size for an infrastructure company. It was fun and exciting at the time.
Do you have any big plans for the future? My future rests on what’s in front of me and no big plans.
If you were stuck on a technology deprived island, what single technology could you not live without? A beam me up Scotty gadget to get me out of the island, otherwise internet access to get the gadgets I need to turn my situation around.
What has been your biggest surprise you have witnessed in the technology industry? If we are to stop for a brief moment to appreciate all the technologies around us, there are many that could amaze us even for those that has been around for so very long time. For me, it's nuclear atomic energy: On one hand it can be very destructive and on the other it can be very beneficial if we could harness it without nuclear waste, wouldn’t that be a smarter planet?
Any new technologies that you think are about to break into the big time? Hydrogen powered automobile.
What future technology would make your life easier? A robot that could take care of all my household chores, including kids drop off and pick up.
What are you doing to make the planet smarter? Start with myself, by being fully aware and conscious of my own actions.
How do you prefer to find answers to your questions? I prefer to start with the internet, then seek help from the right sources; either from available materials or people with the knowledge.
Thrilled to be able to bring you a special message from our Vice President, Wendy Toh:
As we wrap up 2011, I wanted to take a few minutes to reflect on the year's accomplishments. Over the past 12 months, IBM Rational has delivered a lot of new capabilities and offerings to our clients. The Rational Client Support team has spent the year helping our clients upgrade and deploy many products ranging from AppScan to Clearcase to our CLM products to Rhapsody. We also held 8 very successful Voice of the Client events worldwide to engage directly with our forward-thinking clients in getting feedback on our strategy and development plans. Even as we strive to deliver high-quality offerings and superior client support, my team and I have been spending a lot of time thinking about the notion of quality as perceived by our clients. Overall we see declining problems (PMRs) and defects (APARs) being reported against Rational products. However, we also know that our customers are struggling with deployment of complex multi-product integrations, upgrade/migration issues, and in some cases, lack of sufficient quality documentation. As such, we need to find new ways to capture, measure, and improve how clients perceive the quality of our products. The current quality measurements around PMRs and APARs are necessary, but not sufficient, to identify the areas of improvements we have to target. I have been spending time talking to many customers to get your perspective on this issue and we are now implementing Perceived Quality measurements that helps us better understand the client experience, in aggregate, with our products. It also helps us pinpoint quality gaps so we can put in place actions to address. I plan to share more information on this initiative at our VoiCE of the Client event at Innovate 2012 in Orlando, Florida, so I hope you'll join me there. I want to end by thanking our Rational clients for your business. It's been my pleasure meeting and getting to know many of you in 2011. It is my and my team's passion to partner with you to successfully deploy our products to deliver business value for you. I look forward to our continued collaboration in 2012. I wish you a healthy and happy holiday season!
Regards, Wendy ___________________________________________________________________________ Wendy Toh Vice President, Rational Client Support IBM Software
IBM UrbanCode Release Google Calendar Plugin - In this video IBM UrbanCode specialist Sylvain Carbonell takes you through importing events from a Google Calendar into IBM UrbanCode Release. This video is a simulated scenario in which a few blackout events on a Google Calendar are imported into UrbanCode Release collaborative calendar using the UrbanCode Release Google Calendar Plugin that we download and install
Installing IBM Rational CLM 2012, Preparation- This video is a high-level introduction to IBM Rational CLM product installation, covering IBM Rational CLM 2012 hardware requirements, network topology considerations, Jazz Team Servers, and planning URIs. Factors affecting performance are also covered. Following these steps can greatly increase the performance of your IBM Rational CLM software.
This infocenter is under-development and includes the in-progress Help documentation for Rational Quality Manager, Rational Team Concert, and Rational Requirements Composer. You can review and add comments to each topic.You can provide feedback on help content easily using the commenting pane at the bottom of each help page.
Your effort helps improve overall documentation quality. This system is closely monitored by the writers responsible for the content, so don't be surprised if you see a follow-up reply from other members of the Rational documentation team or other people on something you've posted.
We are pleased to announce that the IBM Software RFE Community was recently updated, and Release 11 is now live and in production. During the successful deployment of this release, more than 282 RFEs and defects were addressed, establishing a new record for a release!
Improvements to the Community are listed for the following areas:
Translucence automation update - Update to support the strategic and automatic updating of transparent development content from RTC instances Translucence APIs - Enablement of JSON APIs to provide transparent development as embedded content and functionality RFE reassignment - Ability for administrators to reassignment an RFE with a new topology within or across brands RFE source - Ability for users to optionally identify the source of the genesis for the request from a list identified by the brands OS list updates - Update to add and rename the supported list of operating systems to align with the direction of IBM business Import RFE updates - Update to the existing import RFE functionality for more robust and informative error and associative handling Delete RFE - Ability for administrators to delete any existing RFE for the brand they are entitled to administrate Change RFE owner - Ability for administrators to change the owner of any existing RFE for the brand they are entitled to administrate Product contact list - Ability for administrators to identify product owners or interest parties for notification of associated RFE actions or updates Administrative metrics - Ability to generate and view administrative reports on access, and brand topologies Administrative notifications - Ability for administrators to be notified (by email) of RFE reassignment, deletion, creation and ownership change Product owner notifications - Ability for product owners and interested parties to be notified (by email) of RFE reassignment, deletion, creation and ownership change User notifications - Ability for RFE owners to be notified (by email) of RFE reassignment, deletion, creation and ownership change Metric dashboard updates - Updates to the metric dashboard to provide additional metrics, metric sorting and visual structuring for ease of usage Admin portal updates - Updates to the admin portal to provide additional functionality for a more usable and accessible experience Metric portal updates - Updates to the metric reports to utilize new features and remove existing minor issues
1392679: Rational Rhapsody shows a JVM error on every time opening a Rhapsody instance. This could potentially hamper features like XMI Import Export if not fixed.
1394539: What is the start up order for IBM Rational License Server Telelogic 2.0 using LMTOOLS utility?
1298482: How can you create and manage your own Requests for Enhancements (RFEs)? This technote provides you with information about IBM Rational Customer Support.
1323711: Receiving a ReporterPlus COM error when using Microsoft Office 2003.
1324178: How to set the event id of triggered operation from a user defined value?
1383225: These informational videos will introduce you to the Rational License Key Center and will show you a demonstration of how to generate license keys and then move them to a new host machine. Additionally, training module 2 steps you through how IBM structures your company's order data within the IBM systems.
1383661: How do I install and get running my IBM Rational Rhapsody license?
1389157: Where is there information to help explain IBM Rational ClearCase 7.x supported integrations with Rhapsody?
1389345: Attempts to generate an IBM Rational Rhapsody report in ReporterPLUS result in the error "System Exception: Access Violation".
1390232: How to generate only specification file or implementation file for a class?
1393534: In IBM Rational Rhapsody how can I fix Unresolved and Unloaded References in the model?
1397601: How do you invoke an IBM Rational Rhapsody Java API from the command line?
1399317: How can I submit a support requestfrom within IBM Rational Rhapsody when encountering the run time error “Path not found”?
1405395: When accessing "Help Topics" from the Rhapsody Help menu, I am unable to view the help or any pdf documents that have been installed along with IBM Rational Rhapsody.
In generic terms, Resource monitoring is a term used to describe the observation of a property or asset over time. Typically, these observations are numerical facts or data, also known as statistical data. Most often within the performance testing space a resource can be, but is not limited to, a physical system or a process executing on a system. Resource monitoring is crucial when trying to determine the problem with an application that is failing to perform at reasonable levels, because this type of monitoring allows a performance tester to determine whether there is a lack of system-level resources or an issue with the application itself.
The resource monitoring feature in IBM Rational Performance Tester (RPT) allows real-time monitoring of systems and system processes. However in most cases it so happens that the credentials of the remote machine are forced to be reset / changed periodically, post which you specify these new changed credentials during the course of configuring the remote machine details under the "Resource Monitoring" section in RPT.
In some cases, say you might have changed the password of the remote machine and these changed credentials are specified in RPT's Resource Monitoring section. However you notice that the "Finish" button still shows greyed out or rather disabled. If you try to look at the resources that are to be monitored, it tells that cannot be connected and results in following error.
Error: IWAY0275E Unable to connect to the resource monitoring host (PDH_ACCESS_DENIED)
Sometimes the host-name is required (For Example: Username has to be HOSTNAME\Administrator) and then make sure correct password is entered).
In more generic terms the PDH_ACCESS_DENIED error indicates that you have to check the permissions and authentication of the log service or the interactive user session against those on the computer or service being monitored.
However if you would like to isolate this behavior from RPT perspective, then, try using the windows Perfmon client to access the remote computers rather than RPT. This will tell you whether the issue is with RPT or the users network. You may also try specifying the Administrator credentials of the remote machine under the Resource Monitoring section in RPT and see if that works.
In addition to these you may add your user account to these groups on the remote computer that you want to access, follow these steps:
Log on to the remote computer as an administrator.
Click Start, click Run, type compmgmt.msc, and then press ENTER.
In the Computer Management window, expand System Tools, expand Local Users and Groups, and then click Groups.
Double-click Performance Log Users, and then click Add.
In the Enter the object names to select box, type the name of the user account or group account that you want to add, and then click OK.
Repeat these steps to add your account to the Performance Monitor Users group
Yup, we're still "working outside the inbox" here.
Along with Luis SuarezKelly Smith and I continue driving and evangelizing the idea in hopes it will take hold and help create a new business culture of open, transparent, and collaborative work. To that end, I recently built a presentation now hosted on Slideshare to help illustrate our efforts as we documented them here in our Notes from Rational Support "WOTI" blog series. We've tried to distill the core concepts, ideals, and recommendations down to their essence and provide an easy to consume presentation. I hope you not only enjoy the presentation deck, but also find it helpful in your own quest to reduce email and increase your effectiveness.
In this webcast you will learn how to optimize your software development
infrastructure by using NetApp for your Rational ClearCase and Rational
Team Concert environments. We will share with you the results of our
joint performance testing with IBM Rational, briefing you on:
Clearcase Updates: Deduplication results for Clearcase and Clearcase testing in the cloud on NetApp Storage;
Performance of RTC across NetApp's storage protocols in standard and cloud environments;
Backup and recovery of Rational Team Concert using NetApp's
SnapManager and SnapCreator solutions to reduce backup window and
Disaster Recovery of RTC using NetApp's Snapmirror;
How NetApp's Deduplication enhances storage utilization for RTC repositories and RTC virtual images in a cloud;
How NetApp's FlexClone has improved testing efficiency;
Best practices guidelines for RTC on NetApp shared storage infrastructure.
Srinivas Kodiyalam, Sr. Business Development Manager, NetApp Agnes Jacob, Product & Partner Engineer, NetApp Paul Weiss, Sr. Manager, IBM Rational Timothy Lee, Cloud Engineer, IBM Rational
Can't make the webcast at this time? Register for the event to
receive a notification when the replay becomes available. Sign up TODAY!
You’ve heard the call to "get engaged". I’ve even blogged about the need to become more digitally social in order to build your career. Well, here’s another step to take to further build your own digital eminence: Start blogging as a way to share your expertise and knowledge. To help you do that, here’s a presentation I posted to slideshare.net with a HUGE thanks to both Duffy Fron and Kelly Smith for the collaboration on this deck:
We're just over halfway into 2011 now, and thought it'd be fun to look back and see what content on Notes from Rational Support proves to be the most popular. So here you go, the top seven posts that you told us were hot bits of information by virtue of your click-throughs:
Did we miss one of your favourite posts you think should have been highlighted more? Have an idea for content you'd like to see? Let us know in the comments and we'll work even harder to provide exactly what you want to see here, and of course less of what you don't
There are new videos available on IBM Education Assistant for Rational. First, there are several videos covering the installation of Rational License Key Server V8.1. Second, there is a video demonstrating how to configure Rational Publishing Engine data services for Rational ClearQuest. Check out videos below.
Your feedback helps us improve. You can find the feedback form on
the category pages for your product and version. The feedback form is
quick and easy.
Leave comments and let us know if these demonstrations help you achieve
is IBM Education Assistant? IBM Education Assistant is a collection of
multimedia educational modules designed to help you gain a better
understanding of IBM software products and use them more effectively to
meet your business requirements.
It is very important to us that you have the latest and the greatest, the best and most accurate information out there on the web. When you have questions, we want you to find answers. The right answers.
So the Rate This Page mechanism on our technote and online support content is one of the keys to letting us know when the content you've found is useful to you and when it's not.
If it is, then hooray! We've got a piece of good content out there that you found useful, and perhaps other clients could use it too. It helps us gauge the effectiveness of our content, and guide future content activity.
If it's not, we want to fix it. Your feedback helps us know when a particular document is NOT meeting your needs, and we can address that.
We do look at every piece of feedback we get, and if it's actionable, we take action.
Did you miss Pat O'Connor's session at #IBMInnovate? Join his webinar tomorrow! Pat will be speaking on "How to Use IBM Support Effectively", June 19 @ 12PM EDT! Register now to get your seat: http://bit.ly/J57mvv
Abstract: Be successful faster with IBM software investment by learning the best practices for utilizing the power of IBMs global support organization. Patrick will discuss and demo the best ways to work with the online tools, obtain fixes, manage licenses, and engage IBMs support engineers. This session is not only for new IBM clients. So much has changed in the past 12 months regarding IBMs support processes and online tools that this session is really a must-see for all IBM customers large and small.
Yesterday we shared the top ten blog posts in 2013. Today we are sharing the top 50 most re-used technotes in the past year.
Like all the prior top content posts month-to-month, these technotes are the most often cited and shared in our Support Engineers' PMR notes all used to help you solve or prevent issues with your Rational products.
The IBM Education Assistant is a collection of multimedia educational modules designed to help you gain a better understanding of IBM software products and use them more effectively to meet your business requirements. Take a tour of IBM Education Assistant
There are three ways to access the Rational product help: 1) you can install it locally on your hard drive, 2) you can have your system administrator to install it on an enterprise wide server, or 3) you can configure your system to access the Rational information center on the Web.
This video from our friends at Jazz.net will tell you more.
This video won't, but it's cute. And what blog doesn't need a little more cute?
Under IBM Rational Quality manager (RQM) v3.x release onwards, during the course of creating a new defect work item, you are allowed to select the record type. Below are 2 such scenarios where the record types differ between older (2.x) and newer versions (3.x onwards) of RQM.
A particular difference between the integrations of RQM 2.x and CQ and RQM 4.x and CQ.
Integration in 2.x with CQ 8.x:
- During script execution, when you click on "Add a new defect", it directly opens the Defect Record form specific to CQ.
However when you setup the Integration of RQM v4.x with CQ 8.x:
- During script execution, when you click on "Add a new defect", it opens the dialog box where you can select the CQ Record type. RQM should only link to CQ defect. However, here you are able to choose any option out of the list of record types and save it. Even have it linked to the test script execution. So, you are able to link any record type to the test script execution.
The functionality to select record types ( RQM/CQ integration) was added via RFE 25717in version 4.0.1; this is the current default behavior (i.e. functioning as intended).
Innovate 2010, the Rational Software Conference, is less than a month away, and it's starting to feel real now.
Some of what you can expect at Innovate 2010, from a Rational Client Support perspective:
Several Rational Client Support speakers will be presenting sessions at Innovate 2010:
Brianna M. Smith: Using Requirements Composer to improve the requirements review process with IBM CIO projects. A survey of IBM Rational's Requirements Management Tools
Zhe Leonard: You Rang? Real Support Calls from Real Rational Quality Manager Customers,
James Chung: How to reference a datasource using Resource Injection in a JEE application using IBM Rational Application Developer (IRAD) and WebSphere
Bertrand Durou: Closing the Loop: From Support Request to ALMRequest and Back with Client Lifecycle Management on IBM Rational ClearQuest
Christian Glockner: Closing the Loop: From Support Request to ALMRequest and Back with Client Lifecycle Management on IBM Rational ClearQuest
Ali Manji: Case Study: Creating a Global ALM Environment with Rational Team Concert and Quality Manager
Stuart W. Poulin: Decomposing the IBM Rational ClearQuest ALM 1.1 Schema
The Technical Support Café
Europe 4 Dolphin Hotel (Lobby Level) Looking to meet Technical Support management? Want an opportunity to share your feedback with our Technical Support executive? Need to know how to get some attention on one of your important pmrs? Want to come to one of our lightening sessions to learn some technical tips and tricks? Have you heard about our improvements to the Support website with the Support Portal? Do you know how to leverage our Electronic Service Requests(SR)? Well, look no further. Come talk to Rational Client Support in the Support Cafe! We have moved from the Solution Center into our own room. Come and enjoy some refreshments and discuss your Support needs when YOUR schedule permits. We are here to assist you and share some knowledge with our rolling lightening sessions. Stop by and check it out!
Red Carpet Lounge exclusively for Accelerated Value Program Clients Asia 5 Dolphin Hotel (Lobby Level) The Rational Accelerated Value Program Team is proud to host an “invitation only” experience for you at Innovate 2010 - The Accelerated Value Red Carpet Lounge.
The Red Carpet Lounge (RCL) is available to you throughout the conference where we focus on presentations and round tables with management/development/product management that can only been seen in the Red Carpet Lounge. It is also a place to relax, enjoy a soft drink, coffee or snack, connect to the Internet, do a little work, and much much more. You will have the chance to meet with other Accelerated Value Program Clients, Rational Product Managers, Executives, and Engineers as well as many Accelerate Value Leaders and Specialists.
Red Carpet Lounge Welcome Reception: Sunday, June 6, 5:00pm - 6:00pm Red Carpet Lounge: June 7-10, 8:00am - 5:00pm
The IBM Support Portal has a new look. You have suggested improvements for the IBM Support Portal. We've listened, and our new, simplified website is now available. The simplified design presents the most important content for your product to help you find the information you need, when you need it. After selecting a product from the top of the page, you'll find links to fixes, updates, best practices, product documentation, troubleshooting technical notes, social media channels, tools and resources, and so much more. Please visit the new site today at support.ibm.com!
At the IBM Electronic Support blogyou will find an overview of the main pages of the new IBM Support Portal and a description of how to navigate within this new design. Note:Clicking on the images in this linked article will open full-size images in a new browser tab for greater visibility to the discrete features.