IBM Support Assistant User Guide
Service Component
Details
Collecting Data from Your System
The collector tool is preconfigured to locate important problem determination data on your computer system and copy it into a collector output file. An example of this data is a log file generated by your Studio product and stored in a special directory, such as tmp3/logs, within your workspace. An inventory file shipped with the collector tool tells the collector what data to collect and where to find it
Investigation of software questions often requires detailed analysis of log files and other data that can indicate the status and health of your software product. As IBM support analysts investigate your software question, they may need you to send them specific files from your system. By collecting important system data at the time you submit your software question, you enable IBM to answer your question more quickly.
Collector output files remain on your system for reference and can be deleted as necessary.
Here are examples of system data useful for investigating software questions about WebSphere Studio:
- wsappdev.ini file, pref_store.ini file, and files from the logs directory in the WebSphere Studio installation directory
- project names from Studio workspace
- files and directories from the .metadata directory, such as log files and the .config directory
- information about the operating environment such as operating system version and disk space
- information about the network environment such as TCP/IP configuration, TCP/IP connections, shared resources, and client sessions
- information about the user environment
- list of software installed on the system
While the collector is running, windows may open and close. When the collector is finished running, a message appears indicating successful completion.
Collector Tool Input Fields
In order for the collector tool to collect system data and store it in an output file, you must provide information about files and directories.
The collector output file name identifies the file the collector will create when you click on Run Collector. This name should end in .jar and should not contain any directory or path information. The default value for collector output file name is collected.jar.
The output directory identifies the file system location where the collector output file will be stored. This field should not contain a file name. The default value is CollectorOutput in the system temp directory.
The temporary directory indicates a work area where the collector tool can create temporary files during creation of the collector output file. The collector will delete the temporary files when it is finished. This field should not contain a file name, and the default value is the system temp directory.
Workspace location refers to the file system location for your Studio workspace. The default value is the location of the workspace currently in use.
The collector tool input fields are mandatory.
What Is a service request identifier?
To enable you to associate a collector output file with a service request, the Service component generates a unique character string each time you use it. This string, named the service request identifier, is intended to be contained in your collector output file and in your service request. IBM support analysts can use the service request identifier to correlate your collector output file and your service request
The service request identifier is automatically added to your collector output file. However, the service request identifier is not automatically added to your service request, and it is necessary for you to add this string when you fill out the online form to create the service request. This string should be added to the Problem Description field in the online form.
The only purpose of a service request identifier is to correlate collector output files with service requests, and it does not take the place of the IBM PMR number. After you submit a service request, you will receive an email from IBM Support containing the IBM PMR number that you and IBM can use to track the progress of your service request.
PMR is the IBM name for your service request.
Creating and Submitting a Service Request
The Submit Service Request task is a link that accesses the IBM Software Support Web site, where you can manage electronic service requests. At this Web site you have the ability to create and submit a service request. You can also view any service requests you have already submitted. When you arrive at this Web site, click on ESR.
The following requirements apply in order for you to submit an electronic service request:
- Your organization must have a service agreement in place with IBM
- You must have IBM user identification and a password
- You must have an authorized name and email address on file with IBM
If you are unsure about meeting these requirements, please review the information available on this Web site. You can also send a question to IBM Support using the email form on this Web site.
ESR is the IBM name for the software that lets you submit an electronic service request.
When you create a new service request, the last page of the online form asks you to fill out a field named Problem Description. In addition to the descriptive information you wish to enter in this field, please add the service request identifier generated for you by the Search component. This identifier can enable IBM Support analysts to correlate your collector output file with your new service request.
To view a demonstration showing how to create and update a service request electronically and how to use other Web site features, click on the question mark that appears next to the Submit service request button.
Sending the Collector Output File
Before you can send your collector output file to IBM you must indicate where you are so that the Search component can ship the file to the correct IBM destination. You also need to type in the name of the collector output file you wish to send. Finally you need to provide an identifier for your service request. The identifier can take one of two forms:
- If this is a new service request, enter the service request identifier generated for you by the Service component.
- If this is an existing service request, enter the PMR number emailed to you by IBM Support.
This information is mandatory.
If you are sending a collector output file for a new service request, please ensure that the service request identifier entered in this task is the same as the service request identifier entered in the Problem Description field in the online form. This identifier establishes the association between your collector output file and your service request.
Sending a collector output file to IBM requires use of the File Transfer Protocol (FTP). If your organization does not support this protocol, you should contact IBM Support to inquire about other means of transporting this file to IBM.
When the Service component finishes sending the collector output file to IBM, a message appears indicating successful completion.
Glossary
Output file name
This is the name of the output file that contains selected system data.
This file name must end in .jar and must not contain the absolute or
relative path of the file. The absolute path of the collector output
file is the value of the output directory field. For example,
collected.jar is a valid collector output file name, but
C:\Temp\collector.jar or Temp\collected.jar is not. The default output
file name is collected.jar.
Output directory
This identifies the directory where you wish the collector output file to be stored. The default value is the CollectorOuput directory in the system temp directory
Temporary directory
This directory stores temporary data needed by the collector while it is running. Data written here will be removed after the collector runs. The default value is system temp directory.
Workspace location
This is the file system path indicating the location of the Studio workspace from which data is collected, for example, a listing of all project names. The default value is the workspace that is used for this session.
Service Request Identifier
The Service component generates a unique service request identifier that enables IBM support analysts to associate a collector output file with an IBM service request.
Electronic Service Request (ESR) tool
The IBM Software Support online system for Passport Advantage, Passport Advantage Express, Lotus Premium, Tivoli, and Rational support customers to submit and track service requests about software distributed under an IBM software maintenance contract.
IBM Passport Advantage
IBM's software support strategy that includes upgrade protection and online technical support as part of the license acquisition for distributed software products.
Problem Management Report (PMR)
A PMR is created when a customer submits a service request to fix a software problem or answer a software question. A PMR number is assigned to track the request.
Site Technical Contact (STC)
This is the person in your company who is responsible for maintaining the list of Authorized Callers in ESR for your company.
Authorized Caller
A person in your organization who is authorized to submit or view PMRs using the ESR tool.
Collector inventory file
A text file containing requests to be executed by the collector tool. Examples include:
- Get a file
- Get a directory
- Execute a system command.