IBM Support

Exchanging information with Technical Support for problem determination

Troubleshooting


Problem

For problem determination to begin on your Problem Management Report (PMR), follow one of the convenient methods below to submit diagnostic information to IBM Security Technical Support.

Resolving The Problem

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:

  • IBM Support Assistant (ISA)
  • Electronic Service Request (ESR)
  • FTP to the Enhanced Customer Data Repository (ECuRep)

For information about using each of these services, follow these links:
Collecting and submitting files using ISA and ESR
Attaching files to a PMR using ESR
Uploading files directly to ECuRep using FTP
Receiving files from IBM Technical Support


Notes:
Do not submit files until you have opened a problem record (PMR) using ESR or directly calling the support center.
  • You should compress the files to be transferred using ZIP or TAR format (or other common compression type).
  • For help with ECuRep, see IBM Enhanced Customer Data Store Service.
  • If you are a z/OS® client, and would like to compress your datasets, you can download and use the TRSMAIN utility.
  • Your uploaded files will be deleted from the ftp server seven (7) days after the PMR is closed.


Collecting and submitting files using ISA and ESR

The IBM Support Assistant provides an interface to the Electronic Service Request (ESR) tool so that you can easily send data to ECuRep and update your PMR when the data arrives. The Support Assistant will also simplify opening the PMR.

To save even more time, the Support Assistant features a data collector that automates the collection of data for common problems you might encounter. Once you collect your data, you can then quickly submit the data with only a few clicks.




Attaching files to a PMR using ESR
Customers that are registered and on an authorized caller list:
  1. Sign onto ESR.
  2. On the Welcome page, enter the 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 or trace file that you want to submit to IBM Support.
  5. Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR.


Uploading files directly to ECuRep using FTP

For most SWG products, the ECuRep FTP site is currently recommended, not the testcase site. To submit files using FTP, you will need your Branch and Country code associated with the PMR record. Your Branch and Country code is part of the PMR record identifier; also known as the PMR number.

File naming conventions
Use the following file naming convention to name your file and put it on the server.
Caution: The file must use this format to be associated with the PMR; this is the complete PMR record number. Using any other file name will cause the file to be deleted.
Enter your PMR record information and file type:
xxxxx.bbb.ccc.yyy.zzz
where:
xxxxxis the PMR number
bbbis the Branch
cccis the Country Code.
yyyis a unique file name.
zzzis the file type or file extension.
Example 1:
12345.055.000.collector01_29_Aug_06.zip
Example 2:
12345.055.000.collector02_30_Aug_06.zip
Note: You should compress the file to be transferred using ZIP or TAR format.

How to submit files to the FTP server:
  1. From a command prompt, terminal window, or FTP client, connect to ftp ftp.ecurep.ibm.com
  2. Login as anonymous .
  3. Enter your e-mail address as the password.
  4. You must change to the tivoli directory. Available directories can be viewed using the dir command.
    For example:
    cd /toibm/tivoli
  5. Enter the following command to enable binary mode for the FTP session:
    binary
  6. Enter the following command to put the put the file on the server:
    put file_name
    Example:
    put 12345.055.000.collector01_29_Aug_06.zip
  7. Enter the following command to end your FTP session:
    quit

Notes:
  • If you have firewall restrictions, you might need to enter the external IP address for the ECuRep FTP server, which is 192.109.81.7, to access the server.
  • IBM technical support representatives can provide information back to you through FTP in a different directory. For more details, see Receiving files from IBM Technical Support.
  • You can send a file (for example, using the put or mput command), but you cannot update it. So, you will need to create a new file with a unique name. Include your PMR number as part of the file name.


Receiving files from IBM Technical Support

Occasionally IBM Technical Support needs to make files available for customer download. In the event that you need to pull a file from the IBM FTP site, use the following instructions and the exact directory and filename name provided by your IBM support representative:
  1. From a command prompt, terminal window, or FTP client, FTP to the following site:
    ftp ftp.ecurep.ibm.com
  2. Login as anonymous
  3. Enter your e-mail address as the password.
  4. Change your directory to the /fromibm directory by entering the following command:
    cd fromibm
  5. Enter the following command to enable binary mode for the FTP session:
    binary
  6. Enter the following command to download the data from the server:
    get file.name
  7. Enter the following command to end your FTP session:
    quit

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Document Information

Modified date:
16 June 2018

UID

swg21257368