Question & Answer
Question
What information is required by IBM Support to open a ticket for Integration Gateways?
This document is for:
Helpdesk Gateways - for example, TSRM, Remedy, ServiceCenter, AmDocs, Siebel
Database Gateways - for example, JDBC, JDBC2
Other Gateways - for example, Flat File Writer, Socket, SNMP Writer, Tivoli EIF, XML
Answer
Provide the following information:
1. Complete General Information
2. Output of nco_g_gatewayname -version
3. Gather gateway configuration files, including any *.conf, *.props, *.map, *.tblrep.def, and *startup.cmd files.
4. Restart the Gateway with the property MessageLevel set to debug and increase MaxLogFileSize to at least 10240 (10 MB)
For the Remedy, Siebel and Flat File Writer Gateways, use the command-line option "-debug" instead.
5. Replicate problem
- Note of start and end time of replication
- List replication steps. Screenshots also help.
- If the problem is for a particular event, please note the event Serial, ServerName, ServerSerial and Identifier values.
6. Gather Gateway logs
$OMNIHOME/log/GatewayName*
7. Provide the application name and version that the gateway is writing to. For example, DB2 9.5 or Remedy 7.6.
1. Complete General Information
2. Output of nco_g_gatewayname -version
3. Gather gateway configuration files, including any *.conf, *.props, *.map, *.tblrep.def, and *startup.cmd files.
4. Restart the Gateway with the property MessageLevel set to debug and increase MaxLogFileSize to at least 10240 (10 MB)
For the Remedy, Siebel and Flat File Writer Gateways, use the command-line option "-debug" instead.
5. Replicate problem
- Note of start and end time of replication
- List replication steps. Screenshots also help.
- If the problem is for a particular event, please note the event Serial, ServerName, ServerSerial and Identifier values.
6. Gather Gateway logs
$OMNIHOME/log/GatewayName*
7. Provide the application name and version that the gateway is writing to. For example, DB2 9.5 or Remedy 7.6.
[{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSSHTQ","label":"Tivoli Netcool\/OMNIbus"},"ARM Category":[{"code":"a8m500000008ZxzAAE","label":"Gateways"}],"ARM Case Number":"","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"8.1.0"}]
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Document Information
Modified date:
19 July 2023
UID
swg21651896