IBM Support

MustGather: Read First for Tivoli Security Identity Manager (ISIM)

Question & Answer


In order to expedite problem determination and resolution, there are some items that should be collected and delivered to IBM support, upon opening a Problem Management Record (PMR). This TechNote will document the most common items.


As there are many pieces/products involved in an ITIM/ISIM environment, there can be many different items that need to be gathered for problem determination/resolution.

The list below contains some basic items that should be useful for most issues.

These should be gathered and sent to IBM Support, when a PMR is opened.

ITIM 5.1 and ISIM 6:

1. ISIM serviceability output (

    ISIM includes the "serviceability" script, which will gather ISIM/system configuration/data, etc, and compress into a zip file, which can be sent to IBM Support for review.

    The serviceability script is located in the following paths:

    UNIX: $ISIM_HOME/bin/unix/

    WINDOWS: %ISIM_HOME%\bin\win\serviceability.cmd

    NOTE: if the password in file is encrypted, the password will need to be specified when running the serviceability script:

    example: "secret"

    The following data is captured by the serviceability script:

    • All logs under ../tivoli/common/CTGIM/logs/
    • MD5 checksums of all JAR files under: $WAS_HOME/AppServer/profiles/<profilename>/installedApps/<nodename>/ITIM.ear/
    • Java version information
    • OS level information (CPU, memory, disk, kernel, swap)
    • DB2 level (if using DB2 on same system)
    • LDIFs of the following ISIM objects:
      • Roles
      • Services
      • Workflows
      • Provisioning Policies
      • Lifecycle Operations
      • Service Profiles

    NOTE: No sensitive data, such as Person data or email addresses, are captured using the serviceability script.

2. WebSphere logs (SystemErr.log and SystemOut.log):

    These can be found in the following path typically:
    ISIM 5.0/5.1/6.0 (WAS 6.x/7.x): $WAS_HOME/AppServer/profiles/ProfileName/logs/AppServerName/

ISIM 7 Virtual Appliance:

All logs are captured by generating the Support Files:

    VA web console: Management > System Settings > Support Files

    VA command line: support > create

[{"Product":{"code":"SSRMWJ","label":"IBM Security Identity Manager"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Server","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"6.0;5.1;7.0","Edition":"","Line of Business":{"code":"LOB24","label":"Security Software"}}]

Product Synonym


Document Information

Modified date:
16 June 2018