Troubleshooting
Problem
For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs), particularly if the data is gathered before opening the PMR with IBM® Support.
Resolving The Problem
Collecting data early, even before opening the PMR, helps IBM® Support quickly determine if:
- Symptoms 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.
- Locating root cause can speed up a development code fix.
Gathering Component Specific Information | |
Gathering General Information | |
Submitting Information to IBM Support | |
On-line Self-Help Resources | |
Related Information |
Gathering Component Specific Information |
Abbreviations and Definitions:
HTTPAGENT | ITCAMfAD Agent for Web Servers (TEMA only) |
J2EEAGENT | ITCAMfAD Agent for J2EE (DC + TEMA) |
J2EEDC | J2EE Data Collector |
JVM | Java Virtual Machine where Data Collector is running |
MS | Managing Server |
TEMA | Tivoli Enterprise Monitoring Agent |
TEP | Tivoli Enterprise Portal |
WAS | WebSphere Application Server |
WASAGENT | ITCAMfAD Agent for WebSphere Applications (DC + TEMA) |
WASDC | WebSphere Application Server Data Collector (Distributed, z/OS, iSeries) |
Problem Occurring : | Collect Doc for : | |
MS Performance Issues | MS | |
Graphical Problems on ITCAMfAD Console | MS | |
ITCAMfAD Console Usage | MS | |
MS-WASDC Connectivity Issues | MS, WASAGENT | |
WAS Data Missing or Erroneous on MS Console | MS, WASAGENT | |
MS-J2EEDC Connectivity Issues | MS, J2EEAGENT | |
J2EE Data Missing or Erroneous on MS Console | MS, J2EEAGENT | |
WAS JVM or WAS TEMA won't Start | WASAGENT | |
WAS JVM Performance issue | WASAGENT | |
WAS Data Missing or Erroneous on TEP | WASAGENT | |
J2EE JVM or J2EE TEMA won't Start | J2EEAGENT | |
J2EE JVM Performance issue | J2EEAGENT | |
J2EE Data Missing or Erroneous on TEP | J2EEAGENT | |
HTTP Server TEMA won't Start | HTTPAGENT | |
HTTP Server Performance issue | HTTPAGENT | |
HTTP Server Missing or Erroneous Data on TEP | HTTPAGENT |
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Gathering General Information |
For supported levels of ITCAM for Application Diagnostics (ITCAMfAD), you can use IBM Support Assistant (ISA) to capture general information. Alternatively, you can manually collect the general information. Review the corresponding technical document (below) related to the specific problem.
Entering general information into an electronically-opened PMR using IBM Service Request (SR) eliminates the delay in resolving your problem that results from the time needed to collect and provide the information.
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Submitting Information to IBM Support |
If using SR, update the PMR to indicate that data has been sent. If you are using the IBM Support Assistant (ISA) tool, it will allow you to upload data to IBM Support.
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Online Self-Help Resources |
- Review up-to-date product information via the IBM Support Portal.
- Utilize the IBM Service Request (SR) tool to access the Tivoli Storage Manager Support team when requiring assistance from IBM.
- Use the IBM Support Assistant (ISA). This free cross product tool assists you in increasing your capacity for self-help.
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Related Information |
- ITCAM for Application Diagnostics Recommended Fixes
- ITCAM for Application Diagnostics Troubleshooting Guide
- ITCAM for Application Diagnostics Featured Documents
- Exchanging Application Diagnostics with IBM Technical Support
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[{"Product":{"code":"SSDTFJ","label":"Tivoli Composite Application Manager for Application Diagnostics"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"--","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"7.1","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}},{"Product":{"code":"SSDTGT","label":"Tivoli Composite Application Manager for Application Diagnostics on z\/OS"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Component":" ","Platform":[{"code":"PF035","label":"z\/OS"}],"Version":"7.1","Edition":"","Line of Business":{"code":"LOB35","label":"Mainframe SW"}}]
Product Synonym
ITCAM for AD;ITCAM for Application Diagnostics
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Document Information
Modified date:
17 June 2018
UID
swg21443620