® ibm software group © ibm corporation using isa v4.0 for tsm and tpc problem resolution...

®

IBM Software Group

© IBM Corporation

Using ISA V4.0 for TSM and TPC Problem Resolution Troubleshooting Tools

IBM Software Group | Tivoli software

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Agenda :

Introduction to IBM Support Assistant (ISA)

Getting Started - some basics.

Activity based user interface.

Where do I find information?

Collecting and analyzing data.

Managing cases and sharing data.

More Information

Questions ?

Demo

Backup Slides


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What is IBM Support Assistant (ISA) ?An FREE application helping customers resolve questions and problems

with IBM software products.

Value: simplifies self assisted problem resolution. Q : Where can I find information I need from ibm.com?

Q : How do I troubleshoot a product problem?

Q : What logs and traces should I collect to investigate a product problem?

Q : What tools can I use to look at my log and trace files?

Q : How can I manage my service request with IBM?

Q : How can IBM help my own support organization?

Its FREE, and crosses ALL SWG Brands !


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ISA V4 Basics

Two parts to ISA core delivered:

ISA Serviceability Workbench This is where user does most of

the interaction with ISA.

Build on top of Lotus Expeditor.

ISA Agent/ Remote Agents. Code to be installed to enable

remote data collection capabilities on target machine.

Leverages Tivoli’s Common Agent Services (CAS) technology.

Optional

www.ibm.com/software/support/isa


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Product specific contents:

Product add-on’s Delivered by each SWG Brand.

Categorized by Brand, so customers know where to look for the product.

TSM has 8 Add-on’s

TPC has 3 Add-on’s

Tool add-on’s Delivered by various IBM teams.

JVM and Configuration tools.

Log Analyzer

Symptom Editor

TSM has 8 Log Adapters

Adding TSM, TPC and Tool Add-on’s ISA V4


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“The new Face of ISA” - Activity based UI

First Steps & Tutorials:Information to get you started.

Find information & Analyze Problem:

Basic activities when trouble-shooting a

problem

For you as a customer to get to service request…


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Finding information: Admin/User facing docs… What are the resources available for TSM and TPC?

NEW!

Product RSS Feeds incorporated!

Select TSM/TPC product from the dropdown menu to view information for that product

Basic product Information – including

education, system requirements, forums

and download sites

Note direct link to DCF Key

Content Types!


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Finding Information : Did it happened before ? Do you know all the places where you can look for information ?

The Basics:

IBM Support Docs (DCFs)

developer Works

Newsgroups & Forums.

Google

Product Information Center

Configure and save your common search settings under advanced search


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What’s next ? Getting information from clients.

There are three ways to leverage data collection Local data collection - on the same machine as ISA.

Useful if ISA customer already installed ISA.

NEW : Collect data remotely : leverage remote agent data collection.

Deploy collector code to remote machine

When collector finished, will automatically ftp the data back.

Useful if customer already installed ISA, and has agents configured.

Easier! Collect data (local or remote) using a portable collector Footprint : ~6M . Can be distributed to client.

All you need is a JVM (1.4 or higher).

Simple instructions generated with the collector.

Data collectors enable consistent & automated way to gather information.


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Tivoli Storage Data Collectors

TSM has 6 data collectors Collects all relevant and available logs

Gathers key environmental and configuration information

TSM server

TSM client

TDP for Domino

TDP for SQL

TDP for Exchange

TDP for Oracle

TPC does not have any data collectors at this time


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So I have the data.. ? Then ?

There are some tools to help you analyze the data you’ve gathered.

Tools now available for TSM

Log Analysis: Log Analyzer. Interface to help browse and analyze log files. Allows easy correlation between logs

produced by multiple products.

Symptom Catalogs: Symptom Editor: Keeping track of symptoms and known issues just gotten easier !!


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Tool : Log Analyzer

Diagnose cross-ITM problems

Correlate logs from different components

Build new log correlations

Browse logs

Maps proprietary log formats into the Common Base Event format

Symptom Editor extends functionality


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Tool : Symptom Editor

Create symptoms Match log records to

known resolution

Utilize DCF tehcnotes

Maps log information to known solutions

Can be downloaded from IBM

Can create your own catalogs

Can be used locally or published to others

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Tivoli Storage Log Adapters

TSM has 8 Log Adapters TSM server activity log – query and fileexit

TSM server trace

TSM client schedule log

TSM client error log

TSM client trace

TSM Web client log

TDP for SQL

TSM has a symptom catalog and filter set

TPC does not have any Log Adapters at this time


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Document, Manage your data and share ….Keep track & share of your work with Case Manager

Cases are containers to store related troubleshooting artifacts Organize data with folders

Add notes & description to a case.

Export cases to share

Import cases to view what others may have sent you !


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Two things to walk away with....

ISA - can help you with problem resolution!

TSM and TPC – are continuously growing tools and knowledge stores with self assist information


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More Information…

ISA Home http://www.ibm.com/software/support/isa/

ISA IEA modules http://publib.boulder.ibm.com/infocenter/ieduasst/v1r1m0/topic/com.ibm.iea.i

sa/plugin_coverpage.html

IBM Support Assistant Demo sessions http://www.ibm.com/software/support/isa/demo.html

TSM V5.X ISA Add-on Flash http://www-01.ibm.com/support/docview.wss?rs=663&uid=swg21304843

TPC ISA Add-on Flash http://www-01.ibm.com/support/docview.wss?rs=663&uid=swg21305569


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Questions ?


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DEMO


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Backup Slides

System Requirements & Supported Platforms

First Steps: Tutorial & Migration

IGAA integration.

Manage Service Request

ISA Remote Agents System Explorer & Remote system inventory


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Supported platforms and versions ISA V4.0 Workbench supported platforms:

Windows: Win XP Pro SP1 / SP2 , Vista , Vista Business & Enterprise

Linux: RHEL 4.0 WS with GIMP GTK – update 5, RHEL 5.0 w/ GTK update 1, SuSE 10.0 FP 1 (w/ XGL)

ISA V4.0 Agent/ Agent Manager platforms. Windows (Agent only): Win XP Pro SP 1,

Windows: Win Server 2003 Std, Ent, or Datacenter

Linux: RHEL AS V4.0 or V5.0 , SUSE Linux Enterprise V9.0 or V10.0

Solaris V10.0 (lacks support for inventory reporting)

AIX 5L V5.3 (requires APAR IY91085) , V6.1.

Portable Collector (console version of autoPD within ISA) All above platforms. Required JDK 1.4 or higher.

Limited i5/OS , z/OS support.


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Improved First steps… The first time you launch the workbench after installation, the

customization wizard will run Can also be launched later from the First Steps page

Configure network connections Set up a proxy server to access

the internet

Configure update notifications When and where to check for

updates

Search for product and tool add-ons


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Tutorials Tutorials on five common user activities on ISA.

Access the tutorials from the Home page of your V4 workbench, under Tutorial Five common activities are listed. Select on the tutorial that you

want to learn about. This will launch a browser with a

flash viewlet displayed.


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Analyze Problem activity : IGAA Integration & Tools

Start the Analyze Problem activity

from the Home page or the

Launch Activity dropdown menu

Use Collectors (system or product

collectors) to gather diagnostic data

locally, or create a portable Collector

Use the Guided Troubleshooter to walk through the problem troubleshooting process

Launch tools from add-ons that you have installed from the Tools tab


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Manage Service Request activity

Start the Manage Service Request

activity from the Home page or the

Launch Activity dropdown menu

Use the Guided Activity Assistant to walk through the

steps you should perform before engaging IBM

support

Click the bar to collapse the Guided Activity Assistant

Use Collectors to gather diagnostic data

In the Service Requests tab, open and work with service requests for IBM software and hardware


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ISA & Remote Systems (via agents) ISA leverages the Agent Manager/Agents for:

Remote Data collection.

Exploring remote systems.

Agent manager is a lightweight server component Needs to be installed on a system that is visible to remote machines, workbenches

There should be one agent manager in your environment

Provides authentication and authorization services for communication from workbench to service agents

Maintains a registry of configuration information about the managed systems in your environment

Agents are based on the Tivoli Common Agent runtime Provide services such as data collection, software inventory, file transfer, and log filtering

Install the agent on any system you want to manage

Agents can be customized with product-specific content


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Systems explorer & Software inventory

You can access the systems explorer after the workbench has registered with an agent manager

The systems explorer allows you to: Create a software inventory of products

installed on a remote system Browse the remote file system, after

authenticating with the remote operating system

Collect files from the remote system and add them to cases in your workbench

Open the explorer under Administration > Explore Systems


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Tool : Log Analyzer

Diagnose cross-product problems

Correlate logs from different products

Build new log correlations

Browse logs

Maps proprietary log formats into the Common Base Event format

Symptom Editor extends functionality

® ibm software group © ibm corporation using isa v4.0 for tsm and tpc problem resolution...

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