IBM Tivoli Composite Application Manager for Application Diagnostics, Version 7.1.0.1

Use IBM Support Assistant to diagnose problems


If you are having a problem with ITCAM for Application Diagnostics and the problem has been escalated to the Support team, you might be asked to use IBM Support Assistant (ISA) to create a tar file to send to the Support team. The information in this tar file helps the Support team to diagnose and fix your problem.


To download ISA

  1. Go to the URL http://www-306.ibm.com/software/support/isa/

  2. If you do not have a universal IBM user ID, you need to click register now and enter the required information. Upon completion, you can return to this page and sign in to download ISA.

  3. After signing in, follow the instructions to download the version of IBM Support Assistant you want to use.


Install ISA

  1. Go to the directory on your hard disk where you saved the ISA .zip file.

  2. Extract the files in the ISA installation directory.

  3. Double-click the setupwin32.exe file.

  4. Follow the installation instructions to install ISA.

  5. Open the ISA program.


Install the ISA plug-in

  1. Return to http://www-306.ibm.com/software/support/isa/ and download the ISA plug-in to the ISA installation directory.

  2. Go to the ISA installation directory where you saved the ISA plug-in .zip file.

  3. Extract the files in this directory.

  4. Double-click the setup file.

  5. Follow the installation instructions to install the ISA plug-in.


Launch ISA

  1. From the ITCAM VE list box, select...

      Help > Launch ISA > Tools > Products > IBM Tivoli Composite Application Manager

  2. Enter the Managing Server installation directory and the PMR number the Support team assigned to your problem. Click OK.

  3. A script is invoked that creates a tar file for use by the Support team. A message is displayed indicating ISA successfully created the tar file. The tar file is saved to the Managing Server installation directory with the following name: PMR number.current timestamp.tar. E-mail this file to the Support team.


To collect problem determination files:

  1. Open ISA Workbench.

  2. To add the collector to the Collector Queue list...

      Collect and Send Data | Collector Selection | IBM Tivoli Composite Application Manager for Application Diagnostics 7.1 | ITCAM for Application Diagnostics Managing Server Problem | Click | Add

  3. Click Collect All to run collecting.

  4. Enter the Managing Server installation directory and the PMR number that the Support team assigned to your problem. Click OK

  5. This invokes a script that creates a file...

      MANAGING_SERVER_INSTALL/PMRnumber.current_timestamp.tar.gz

    You can send the file to this Support using ISA Workbench or e-mail this file to the Support team.


Parent topic:

ITCAM for Application Diagnostics - Managing Server Visualization Engine