IBM Security Access Manager for Enterprise Single Sign-On, Version 8.2

Submitting data

You can send diagnostic data, such as log files and configuration files, to IBM® Software Support.

Use one of the following methods:

IBM Support Assistant

IBM Support Assistant includes a service feature which has an automated system collector and a symptom-based collector. The system collector gathers general information from your operating system, registry, and other sources. The symptom-based collector gathers specific product information relating to a particular problem that you are having. The service feature also enables you to automatically set tracing to help IBM support in the data gathering process. See the IBM Support Assistant for more information about IBM Support Assistant.

FTP (EcuRep)

Use the FTP service called EcuRep to submit data files to IBM. Package the data files that you collected into ZIP or TAR format, and name the package according to your Problem Management Record (PMR) identifier. Your file must use the following naming convention to be correctly associated with the PMR:

xxxxx.bbb.ccc.yyy.yyy
where:
Table 1. File naming convention
xxxxx PMR number
bbb Branch, from the PMR identifier
ccc Country code, from the PMR identifier
yyy.yyy File type (ZIP or TAR format)
Use FTP to transfer your files and follow these steps:
  1. Using an FTP utility, connect to the emea.ibm.com server (for example, ftp.emea.ibm.com).
  2. Log on as anonymous.
  3. Enter your email address as your password.
  4. Change directories to toibm (for example, cd toibm).
  5. Change to one of the platform-specific subdirectories: aix, cae, hw, linux, lotus, mvs, os2, os400, swm, tivoli, unix, vm, vse, and windows.
  6. Change to binary (bin) mode (for example, bin).
  7. Put your file on the server. You can send but not update files on the FTP server. Therefore, any subsequent time that you must change the file, you create a file with a unique name.

For more information about the EcuRep service, see IBM EMEA Centralized Customer Data Store Service at http://www.ibm.com/de/support/ecurep/index.html.

ESR tool

Registered users who are on an authorized caller list can use the Electronic Service Request (ESR) tool to submit diagnostic data. Use the ESR tool to submit and manage Problem Management Records (PMRs) on demand, 24 hours a day, seven days a week, 365 days a year.

To submit data using ESR, complete these steps:
  1. Sign onto ESR.
  2. On the Welcome page, enter your PMR number in the Enter a report number field, and click Go.
  3. Scroll down to the Attach Relevant File field.
  4. Click Browse to locate the log, trace, or other diagnostic file that you want to submit to IBM Software Support.
  5. Click Submit. Your file is transferred to IBM Software Support through FTP, and it is associated with your PMR.
Parent topic: Contacting support

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