Troubleshooting
Problem
Resolving The Problem
When you collect troubleshooting data early, it helps IBM® Support to quickly determine if:
- There are symptoms that match known problems (rediscovery).
- There is a non-defect problem that can be identified and resolved.
- There is a defect that identifies a workaround to reduce severity.
- There is a root cause that can be located and can speed development of a code fix.
Before you open a Service Request (SR), previously known as a Problem Management Record (PMR), you can gather general information about your problem. You can attempt to isolate the problem to a component of the Jazz for Service Management integration service and gather data specific to that component or problem, as outlined in the Getting started tab.
You can then collect the troubleshooting data, as outlined in the Collecting data tab.
After you collect data, you can submit that data to IBM Support, as outlined in the Exchanging data with IBM Support tab.
Tab navigation
Gather general information about your environment, including installed integration services, operating system, and middleware. Try to isolate the problem to a component of the integration service and type of failure, and gather specific information on that problem; for example, installation failure for the Registry Services database, or disk space or access privileges on the Jazz™ for Service Management application server on which the integration services are installed.
Gathering general information
When you enter general information into an electronically-opened SR/PMR by using the IBM Service Request application, it can help eliminate the delay in resolving your problem.
This table outlines the general information that you should gather.
Item |
Description |
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Problem description |
Provide a precise description of the problem. |
Problematic integration service |
Provide the name of the Jazz for Service Management integration service that is causing the problem. |
Version |
Provide the Jazz for Service Management version, including any fix packs, interim fixes, or test fixes that you have installed. |
Installed integration services |
Provide the list of other integration services that are installed, and specify whether installed on the same application server. |
Dependencies |
Provide the following information where applicable:
|
Problem reproduction |
Provide the steps to reproduce the issue. |
Previous troubleshooting activities |
Provide information about any troubleshooting activities that you have already performed and their outcomes. |
Events and logs |
Provide information about how this issue was first flagged and isolated as a Jazz for Service Management issue, including messages, logs, or events. |
Isolating the problem by integration service, component, or issue
A problem can be isolated to an integration service, one of its components, or type of failure. You can then gather specific information about that problem and collect data. For example, if it is an installation problem, did it occur while running the launchpad, running a prerequisite scan, or running IBM Installation Manager..
Component |
Failure type |
Related documents |
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Installation mode or scenario |
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Use this document to learn how to collect data for any of these failures. |
Disk |
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Database |
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Launchpad |
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To improve the accuracy and completeness of data collection, IBM recommends that you use the problem determination data collection scripts. These scripts gather the equivalent files as the manual process, and allows you to compress the data for secure transfer to IBM Support.
Collecting data by using the problem determination collection scripts
You can download, extract, and run the problem determination collection scripts on the target server that you have installed the software. Jazz™ for Service Management provides scripts to collect data for a simple or full, custom, or silent installation failure.
- Downloading and extracting the scripts packages
- Running the scripts for a simple or full installation failure
- Modifying the properties file before running the scripts for a custom or silent installation failure
- Running the scripts for a custom installation failure
- Running the scripts for a silent installation failure
To run the scripts after a simple or full installation failure, do the following steps:
The script collects the required data and creates a compressed file with the following name in the same location.
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The scripts for collecting custom or silent installation failure data use the following properties files to determine the installation locations:
The properties files provide default values for the installation locations, but you might have attempted to install Jazz for Service Management in non-default locations. The scripts also use the value for the install.is.silent property to determine whether the scripts are run to collect data for custom or silent installation failure. You can modify the properties files to change the values. |
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To run the scripts after a custom installation failure, do the following steps:
The script collects the required data and creates a compressed file with the following name in the same location.
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To run the scripts after a silent installation failure, do the following steps:
The script collects the required data and creates a compressed file with the following name in the same location.
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If you cannot run the problem determination data collection scripts, you can collect the data manually. The set of files and data are dependent on the installation failure that occurred.
- Collecting the data for a simple or full installation failure
- Collecting the data for a custom installation failure
- Collecting the data for a silent installation failure
Collecting data for simple or full installation failure
Gather the following directories from your system.
Operating system | Description |
---|---|
UNIX systems |
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Windows systems |
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Collecting data for custom installation failure
Gather the installation logs and data based on the operating system that is on the Jazz™ for Service Management server.
Select AIX® systems | Linux® and Linux for System z® systems | Windows® systems
Software | Description |
---|---|
Collect the following logs and output data from CLIs and scans:
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|
System data, including Java™ version and operating system |
Run and collect the output from the following commands:
|
DB2 data, including version, drivers, and logs |
Note: Only collect this data if you attempted to install Registry Services or Tivoli Common Reporting.
|
Collect data for the following software:
|
|
WebSphere Application Server data, including version, profile data, and logs |
Collect the following directories:
|
Installation Manager log files |
Depending on your environment, you can view these log files by using one of the following options:
If you cannot determine the problem from the logs, you can gather data to share with IBM Support. |
Prerequisite Scanner scan results |
Run Prerequisite Scanner and collect the results of the scan.
|
Jazz for Service Management installation data |
Collect the following files and directories:
|
Collect integration services data for those integration services that you attempted to install:
|
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Administration Services data |
Note: Only collect this data if you attempted to install Administration Services. Collect the following directories and files:
Run and collect the output from the JazzSM_HOME/admin/bin/setServiceEnv.sh script. |
Administration Services UI data |
Note: Only collect this data if you attempted to install Administration Services UI. Collect the following file:
|
IBM Dashboard Application Services Hub data |
Note: Only collect this data if you attempted to install Dashboard Application Services Hub. Collect the following directory:
If you cannot determine the problem from the logs, you can gather data to share with IBM Support by using the consoleLogCollector script. See Exporting Dashboard Application Services Hub data for problem analysis. |
IBM Tivoli® Common Reporting data |
Note: Only collect this data if you attempted to install Tivoli Common Reporting. Collect the following files and directories:
|
Registry Services data |
Note: Only collect this data if you attempted to install Registry Services. Collect the following files and directories:
|
Security Services data |
Note: Only collect this data if you attempted to install Security Services. Collect the following directory:
|
Back to operating system options
Software | Description |
---|---|
Collect the following logs and output data from CLIs and scans:
|
|
System data, including Java™ version and operating system |
Run and collect the output from the following commands:
|
DB2 data, including version, drivers, and logs |
Note: Only collect this data if you attempted to install Registry Services or Tivoli Common Reporting.
|
Collect data for the following software:
|
|
WebSphere Application Server data, including version, profile data, and logs |
Collect the following directories:
|
Installation Manager log files |
Depending on your environment, you can view these log files by using one of the following options:
If you cannot determine the problem from the logs, you can gather data to share with IBM Support. |
Prerequisite Scanner scan results |
Run Prerequisite Scanner and collect the results of the scan.
|
Jazz for Service Management installation data |
Collect the following files and directories:
|
Collect integration services data for those integration services that you attempted to install:
|
|
Administration Services data |
Note: Only collect this data if you attempted to install Administration Services. Collect the following directories and files:
Run and collect the output from the JazzSM_HOME/admin/bin/setServiceEnv.sh script. |
Administration Services UI data |
Collect the following file:
|
IBM Dashboard Application Services Hub data |
Note: Only collect this data if you attempted to install Dashboard Application Services Hub. Collect the following directory:
If you cannot determine the problem from the logs, you can gather data to share with IBM Support by using the consoleLogCollector script. See Exporting Dashboard Application Services Hub data for problem analysis. |
IBM Tivoli® Common Reporting data |
Note: Only collect this data if you attempted to install Tivoli Common Reporting. Collect the following files and directories:
|
Registry Services data |
Note: Only collect this data if you attempted to install Registry Services. Collect the following files and directories:
|
Security Services data |
Note: Only collect this data if you attempted to install Registry Services. Collect the following directory:
|
Back to operating system options
Software | Description |
---|---|
Collect the following logs and output data from CLIs and scans:
|
|
System data, including Java™ version and operating system |
Run and collect the output from the following commands:
|
DB2 data, including version, drivers, and logs |
Note: Only collect this data if you attempted to install Registry Services or Tivoli Common Reporting.
|
Collect data for the following software:
|
|
WebSphere Application Server data, including version, profile data, and logs |
Collect the directories:
|
Installation Manager log files |
Depending on your environment, you can view these log files by using one of the following options:
If you cannot determine the problem from the logs, you can gather data to share with IBM Support. |
Prerequisite Scanner scan results |
Run Prerequisite Scanner and collect the results of the scan.
|
Jazz for Service Management installation data |
Collect the following files and directories:
|
Collect integration services data for those integration services that you attempted to install:
|
|
Administration Services data |
Note: Only collect this data if you attempted to install Administration Services. Collect the following directories and files:
Run and collect the output from the JazzSM_HOME\admin\bin\setServiceEnv.bat script. |
Administration Services UI data |
Note: Only collect this data if you attempted to install Administration Services UI. Collect the following file:
|
IBM Dashboard Application Services Hub data |
Note: Only collect this data if you attempted to install Dashboard Application Services Hub. Collect the following directory:
If you cannot determine the problem from the logs, you can gather data to share with IBM Support by using the consoleLogCollector script. See Exporting Dashboard Application Services Hub data for problem analysis. |
IBM Tivoli Common Reporting data |
Note: Only collect this data if you attempted to install Tivoli Common Reporting. Collect the following files and directories:
|
Registry Services data |
Note: Only collect this data if you attempted to install Registry Services. Collect the following files and directories:
|
Security Services data |
Note: Only collect this data if you attempted to install Security Services. Collect the following directory:
|
Collecting data for silent installation failure
Gather the following files associated with the silent installation.
- Silent installation response file, for example, install_jazzsm_was_fullprofile_response.xml
- Silent installation log file, which you specified when you attempted to run the silent installation
You must all collect the data for the custom installation, as outlined in Collecting data for silent installation failure.
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:
- Before you begin
- Attaching files to PMRs in the Service Request application
- Uploading files directly to ECuRep by using FTP
- Uploading files securely by using HTTPS
You can also receive files from IBM Technical Support with ECuRep.
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The IBM Service Request (SR) application allows you to submit and manage Service Requests, previously known as Problem Management Records, on demand. Customers that are registered and on an authorized caller list:
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Notes
Learn more about uploading options: |
Occasionally IBM Technical Support needs to make files available for customer download. If you need to pull a file from the IBM FTP site, complete the following steps using the exact directory and filename name that your IBM support representative provided:
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Jazz for Service Management has an active community that can provide you with additional resources. Browse and contribute to the forums and the blog. Review the wiki on topics such as best practices. You can also learn more about upcoming releases, provide feedback, or suggest enhancements. |
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Related Information
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Document Information
Modified date:
01 July 2021
UID
swg21627669