IBM Support

Collecting data: Read first for Tivoli Monitoring components and agents

Troubleshooting


Problem

Collect troubleshooting data for problems with IBM Tivoli Monitoring (ITM) components. Gathering this information before calling IBM support will help familiarize you with the troubleshooting process, save you time and expedite the solution to your problem .

Resolving The Problem

Please see our new IBM Tivoli Monitoring Support Resources Landing Page: http://www.ibm.com/support/docview.wss?uid=swg21663046

Collecting troubleshooting data early, even before opening the PMR, helps IBM Support locate root cause and quickly determine if:

  • Symptoms match known problems.
  • There is a non-defect problem that can be identified and resolved.
  • There is a defect that identifies a workaround to reduce customer impact.


MustGather: Readme first table of contents:


Gathering general information
Collecting data for specific components and agents
Problem scenario information
Common ITM Locations for Problem Determination Collection
Automated data collection
Submitting information to IBM Support
Additional product resources


Gathering general information

The following information is required by IBM Support when opening an electronic PMR (SR).

This information is needed for all components when troubleshooting a problem:
  • Hostname
  • Your operating system, version and maintenance level
  • The product, version and maintenance level of Tivoli Monitoring
  • Product installation path ( install_dir, ITM_HOME or CandleHome)
  • Is this component running in a virtualized environment?
  • What happened before the problem occurred?





Collecting data for Specific components and agents:

Below is a list of specific components or products:





Problem scenario information:
    Below is a list of scenarios that you may encounter. If one of the scenarios below matches your symptom or the part of the product with which you are experiencing problems, follow the instructions in the associated Collecting data document:
  • Under construction, scenarios will be added as they are developed.





Common ITM Location for Problem Determination

The following document can be used to locate common log and configuration information:
Common ITM Location for Problem Determination (Logs, Configuration, Trace)








Automated data collection

Use the pdcollect tool to capture information on the affected system(s). This tool is provided with ITM and collects general system and product specific information for ITM.





Submitting information to IBM Support

When opening a PMR you should submit diagnostic MustGather data to IBM Support.





Additional product resources





[{"Product":{"code":"SSZ8F3","label":"IBM Tivoli Monitoring V6"},"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Component":"Not Applicable","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"},{"code":"PF035","label":"z\/OS"}],"Version":"All Versions","Edition":""},{"Product":{"code":"SSXS8U","label":"Tivoli OMEGAMON XE for IMS on z\/OS"},"Business Unit":{"code":"BU011","label":"Systems - zSystems"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"5.1.0;5.3.0","Edition":""},{"Product":{"code":"SSZJZF","label":"Tivoli OMEGAMON XE on z\/VM and Linux"},"Business Unit":{"code":"BU011","label":"Systems - zSystems"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"All Versions","Edition":""},{"Product":{"code":"SS2JNN","label":"Tivoli OMEGAMON XE on z\/OS"},"Business Unit":{"code":"BU011","label":"Systems - zSystems"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"5.1.0;5.1.1;5.3.0","Edition":""},{"Product":{"code":"SSSHL9","label":"Tivoli Universal Agent"},"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":""},{"Product":{"code":"SSLSDR","label":"Tivoli OMEGAMON XE for CICS on z\/OS"},"Business Unit":{"code":"BU011","label":"Systems - zSystems"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"All Versions","Edition":""},{"Product":{"code":"SSQH9J","label":"Tivoli OMEGAMON XE for CICS Transaction Gateway on z\/OS"},"Business Unit":{"code":"BU011","label":"Systems - zSystems"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"4.2.0;5.1.0;5.3.0","Edition":""},{"Product":{"code":"SS2JL7","label":"Tivoli OMEGAMON XE for Mainframe Networks"},"Business Unit":{"code":"BU011","label":"Systems - zSystems"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"5.1.0;5.1.1;5.3.0","Edition":""}]

Document Information

Modified date:
06 November 2018

UID

swg21474454