pimSupport.sh script

Use the pimSupport.sh script for collecting diagnostic information if you encounter any issues with IBM® Product Master and need to share data with the technical support team.

If you cannot resolve your issue with the troubleshooting and support documentation, you can use the diagnostic tool or contact IBM Software Support for help.
  • The pimSupport.sh script provides many diagnostic collection options. You can view the options by running pimSupport.sh --help.
  • When opening a service request with IBM Software Support, provide the output of the following command:
    pimSupport.sh -b -l all -p xxxx.yyy.zzz
    Running the script with these options collects the most likely needed basic environment configuration and system status information along with Product Master and application server log files. This information helps to accelerate problem investigation.

    The technical support team might request you to run the script with other options to help with problem diagnosis.

Syntax

pimSupport.sh --help --version --outputdirectory=path_to_store_the_result 
--pmrnumber=<xxxxx.bbb.ccc>
--logtracking=start|stop --monitor=start|stop
--dumpprocess=<service name | PID> [--count --interval]
--basic --code=<company_code> --keeplog=yes|no
--collectlogs=all|allPIM|AS|appsvr|scheduler|workflowengine|queuemanager|admin|eventprocessor
 --fromtime=from_time  --totime=to_time
--code=<company_code> --colarea=<collaboration_area_name>
--catalog=<catalog_name>
Note: You can start each functionality by using the short or the verbose option. When data is collected, the on output shows the file name and location-screen of the generated archive automatically.

Parameters

Parameters for general options
-h --help
Print a usage message.
-v --version
Print the version number of pimsupport.sh.
-o --outputdirectory=<path_to_store_the_result>
Specify the directory where the final output file is located. If not specified, the default directory is the tmp directory as defined in the $TOP/etc/default/common.properties file.
-p --pmrnumber=<xxxxx.bbb.ccc>
Generated archives are prefixed with the PMR number for proper identification and storage on ecurep FTP server.
Parameters for information collection options
-t --logtracking=start | stop
This parameter is used to start or stop logging to a different directory with the log level=debug and maxBackupIndex=5.
-m --monitor=start | stop
This parameter is used to start or stop a background job, which continuously monitors system information, such as vmstat and iostat. The output is temporarily written under the $TOP/logs/diagnostic/system_status directory. To fetch the monitoring result, use the option: –collectmonitorlogs=yes
-d --dumpprocess=<service name | PID> [--count --interval]
This parameter is used to dump process information for a process with the specified ID "PID" or "service name", usually for a process with high processor usage. This option, without any other option provides a list of available services along with the PIDs. The --count and --interval are optional parameters that determine the number of times and intervals between the memory dumps generation. The default values are 5 and 30 seconds.
Note: Some of the parameters do not work in clustered environments.
Note: For the first time, when you first run the pimSupport.sh command, the proc_info directory is not removed. You need to manually delete the proc_info directory after running pimSupport.sh command. With this fix, after running the pimSupport.sh -dumpprocess command, you will not see the proc_info directory anymore under the $TOP/logs/diagnostic directory. The contents of the proc_info directory included in the tar file that was generated and can now be found under the highcpulogs directory. The contents of the proc_info directory are already included in the tar file that was generated and can be found under the highcpulogs directory.
-b --basic
This parameter is used to collect basic environment configuration and system status information.
--code=<company_code>
This is an optional parameter. If specified, this parameter collects the Product Master entity count for that company.
--keeplog=yes | no
This is an optional parameter. If specified, this parameter keeps all temporary outputs that are used for the final report. If not specified, it is equivalent to --keeplog=no. This option can help debug if there is any issue with the final health report.
-l --collectlogs=all | allPIM | AS | appsvr | scheduler | workflowengine | queuemanager | admin | eventprocessor
all specifies that all logs are collected from the $TOP/logs directory.
allPIM specifies that all of the log files are collected for Product Master.
AS specifies that the logs files for WebSphere® are collected.
appsvr specifies that all logs are collected from the application server service.
scheduler specifies that all logs are collected from the scheduler service.
workflowengine specifies that all logs are collected from the workflow engine service.
queuemanager specifies that all logs are collected from the queue manager service.
admin specifies that all logs are collected from the admin service.
eventprocessor specifies that all logs are collected from the event processor service.
This parameter is used to collect log files generated by the product. If not specified, no logs are collected. You can specify multiple services by separating each service with the | character and enclosing them with quotation marks " | ".
In addition to specifying this parameter to collect WebSphere Application Server logs and log files of certain Product Master services, you can also specify the fromtime or totime options to collect only some portions of the log files by applying a time-based filtering mechanism.
Note: The time-based filters are available only for the Product Master logs. These filters do not apply to the WebSphere Application Server logs.
These options are used to select log entries of a particular time range.
--fromtime
Optionally specify this option to set the time from which the log entries in the log files are collected. The default value is January 01, 1970, 00:00.

Date time string expressed in the format of:

MM_dd_yyyy__HH_mm

where:
  • MM stands for the two-digit month
  • dd stands for the two-digit day
  • yyyy stands for the four-digit year
  • HH stands for the two-digit hour
  • mm stands for the two-digit minute
When this option is specified, the svc.out, svc.err, and svc.pid files of all of the specified services are also collected.
--totime
Optionally specify this option to specify the time to which the log entries in the log file are collected. The default value is the time when the program is started.

Date time string expressed in the format of:

MM_dd_yyyy__HH_mm

where:
  • MM stands for the two-digit month
  • dd stands for the two-digit day
  • yyyy stands for the four-digit year
  • HH stands for the two-digit hour
  • mm stands for the two-digit minute
Note:
  • These options are used to select the log entries of a particular time range. They must be used with the collectlogs option.
  • If fromtime and totime are both specified, log entries that were generated within the specified time period are collected.
  • If fromtime but not totime is specified, then log entries that were generated since the fromtime until the time when the program is started are collected.
  • If totime but not fromtime is specified, then log entries that were generated before the totime are collected.
  • If fromtime and totime are not specified, all of the log entries are collected. Only one option value can be provided at a time and that option value must not contain “|”.
To collect the Db2® logs and other information from the Db2 server, run the db2support command on the Db2 server.
db2support <OUTPUT_DIR_PATH> -f -d <DB_SERVICE_NAME> -m -c -u <DB_USER_NAME> -p <DB_USER_PWD> /dev/null

Examples

The following examples show various pimSupport.sh parameters, and their usage:
  • To collect basic environment configuration and system status information along with all Product Master and application server log files in to an archive and start the archive with the PMR number:
    pimSupport.sh -b -l all -p xxxx.yyy.zzz
  • To start system monitoring for continuously measuring the system status, such as memory, I/O, and processor use:
    pimSupport.sh --monitor=start
  • To gather and collect log files selectively, for example, the following command line collects application server services log entries that are dated from June 23, 2010 00:18 to June 28, 2010 23:18:
    pimSupport.sh --collectlogs="appsvr" --fromtime="06_23_2010__00_18" --totime="06_28_2010__23_18"
    the following example collects logs for the application server and scheduler:
    pimSupport.sh -l "appsvr|scheduler"
  • To gather log tacking information while reproducing a scenario, use this option to start logging:
    pimSupport.sh --logtracking=start
    When finished with the scenario, stop log tracking and specify the PMR number and some identifier to name the generated archive: 
    pimSupport.sh -t stop -p 11111.222.333-repro1
  • To generate a health check report. The option --keeplog=yes also keeps all the intermediate output files that were used to construct the final report. The final report is well-formatted and concise. The intermediate files can provide more details about the system or application information:
    pimSupport.sh -b --code=<comp_code> --keeplog=yes