Submitting problems to IBM Software Support

If you have a problem that you are unable to solve by referring to this guide and to the IBM Tivoli Monitoring: Troubleshooting Guide, gather the following information about the problem and contact IBM Software Support for further assistance. The IBM® Support Assistant can help you gather and submit the required information about the problem.

Be prepared to supply the following items:

  • Monitored application file.
  • Appropriate RAS1 trace output.
  • Description of the operation scenario that led to the problem.
  • Incorrect output, such as Tivoli Enterprise Portal screen prints or a description of what you observed, if applicable.
  • Log files from failing systems. You can collect all logs or logs of a certain type, such as RAS trace logs or message logs.
  • Application information, such as version number and patch level.
  • Operating system version number and patch level.
  • Messages and other information displayed on the screen.
  • Version number of the following components of the monitoring environment:
    • Tivoli Enterprise Portal client
    • Tivoli Enterprise Portal Server andTivoli Enterprise Monitoring Server on distributed systems. Also provide the IBM Tivoli Monitoring patch level, if available.
    • Tivoli Enterprise Monitoring Server on z/OS®
    • Monitoring agent