IBM Support

ITNM 4.2 troubleshooting data collection guide: Core components

Troubleshooting


Problem

This guide describes actions to take before opening a Service Request for Tivoli Network Manager (ITNM).
It covers the components referred to as Core components in the documentation. 
It does not cover any components from the Dashboard such as Network Views or Discovery Configuration.
Dashboard components are referred to as GUI components.
They are discussed in a separate technote called Troubleshooting data collection guide: GUI components
See the Related Information section at the end of this document for the technote about GUI components.

Resolving The Problem

Information to Supply
IBM provides a script for collecting data called itnm_data.pl.
You can find a link to the page in the "Related URL" section.
This script is the preferred method for collecting data.
The itnm_data.pl script creates a compressed tar archive file (tar.gz).
A document describing how to send data to IBM Support is in the Related Information section at the end of this document, under the title "Submitting Information to Support"
If you do not use this script, then advice on how to collect the information manually is in the section titled Manually collecting data.
But before going to that section, make sure you read this section.
It is important you provide a full and detailed explanation of the problem and the components affected when you contact Support for the first time.

1) Details of the environment
  • Production system or test/development system?
  • New deployment or existing system?
    Has the system just been deployed and not fully operational or has it been in place for some time?
  • New or long standing issue? 
    Has the problem just started happening or has it always been a problem since deployment.
    If it has just started happening have any changes been made recently to the system?
  • Single server or distributed system?
    Describe the placement of the components of the product across devices and networks. Are there firewalls in between the servers?
2) Full description of the problem, issue or questions including
  • Any steps required to replicate the problem.
  • All diagnostic work carried out to date.

Manually collecting data
NCHOME conventionally refers to the installation directory for IBM/Netcool. The default path on
UNIX is /opt/IBM/tivoli/netcool. 


1) Operating System version
  • AIX: oslevel or lslpp -h bos.rte
  • Linux: cat /etc/release
  • SuSE: cat /etc/SuSE-release

2) ITNM version and build
ITNM is installed by using IBM Installation Manager (IM).
Find the IM command-line tool called imcl and run this command
imcl listInstalledPackages -long -features | awk -F: '{print $3,$4 }'

3) Log files
NCHOME/log/precision
You can increase the level of debug information on most core components by using kill -USR1 [PID] or kill -USR2 [PID].
See the documentation for more information on the method.

4) Configuration files
NCHOME/etc/precision
NCHOME/precision/disco
NCHOME/precision/eventGateway
NCHOME/precision/aoc

5) Binary cache files
NCHOME/var/precision

6) Core dump files
If your issue is related to the unexpected exit of a process and core dump files, please refer to this technote on gathering useful information.  The link is also in the Related Information section at the end of this document.
Core dump files are generated when a process exits unexpectedly. ITNM stores core dump files in a specific location unless the operating system is configured to override that default behavior.
The location is:
NCHOME/precision/PD/core/[process_name]

Final step if you are collecting the data manually.

Make a compressed zip or tar archive of all the files referred to in steps 1 - 6.
The link is in the Related URL section at the end of this document, under the title "Submitting Information to Support.
Ensure that your description of the versions and the problem are also submitted (see the section called "Information to Supply").

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Product Synonym

ITNM

Document Information

Modified date:
22 April 2020

UID

ibm16195830

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