IBM Support

ITNM 4.2 troubleshooting data collection guide: GUI 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 GUI components in the documentation. 
GUI components are accessed from the Dashboard such as Network Views, Hop Views or Discovery Configuration.
Any problems associated with ITNM Core components are discussed in a separate technote called Troubleshooting data collection guide: Core components.
Refer to the section at the end of this document called Related Information for a link to the technote.
Core processes are processes related to discovery, model and root cause analysis.
They typically start with ncp_

Diagnosing 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.
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) Browser version
GUI components are accessed using a web browser.
Collect the browser name and version.
4) Log files
Use "Enabling Topoviz tracing and debug" to increase the level of detail written to the GUI component's log and trace files.
The technote refers to a GUI component called Topoviz but the information is the same for all GUI components.
The technote link is available in the section at the end of this document with the title "Enabling Topoviz tracing and debug".

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 - 4.
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").

Document Location

Worldwide

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Document Information

Modified date:
22 April 2020

UID

ibm16195843

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