Use IBM Support Assistant lite

IBM Support Assistant (ISA) Lite is a tool that is installed with Connections that helps you gather data to provide to service personnel. We can use ISA Lite to automate data collection and therefore expedite problem resolution.

This tool requires JRE 1.5 or later to run successfully.

We can use ISA Lite to collect data from a system running the AIX , Linux, Windows, and System z for Linux operating systems. ISA Lite can only collect data associated with database issues when we are using IBM DB2 ; it does not have a collector for Oracle, SQL Server. We can use command line or graphical user interface mode.

You are asked to provide the root directory, profile name, server name, and administrative user ID and password of the IBM WebSphere Application Server hosting any IBM Connection applications for which to collect data. You should also supply the date and time when the issue was reproduced. You are asked for similar information for the database server if you choose to troubleshoot DB2 or the installation. If we do not know this information, find it out before running the tool.

The tool asks you to identify the component of the product to troubleshoot. After we specify the component, and provide supporting information, we are asked to recreate the problem so the error messages written to the log files are captured and can be sent to IBM Support.

When gathering data related to the use of Connections Content Manager, Libraries, or FileNet , use FileNet ISA Lite to collect information for IBM support.

1. Find the ISA Lite tool in...

   • AIX, Linux or System z for Linux:
     CONNECTIONS_HOME/ISALite

   • Windows:
     CONNECTIONS_HOME\ISALite

   ISA Lite also packaged with the database wizards in one of the following locations:

   • AIX, Linux or System z for Linux:
     Wizards/isa/linux/ISALite

   • Windows:
     Wizards\isa\win\ISALite

2. To collect information about a single application, copy the ISA Lite file to the node hosting that application.

3. Start the ISA Lite tool by running the executable file that corresponds to the mode to run the tool in.

   • Graphical user interface

     • AIX, Linux, or System z for Linux: runISALite.sh

     • Windows: runISALite.bat

   • Command line

     • AIX, Linux, or System z for Linux: runISALite.sh -console

     • Windows: runISALite.bat -console

4. Specify the value of the Java Home variable in the command line.

   For example:

   • AIX, Linux, or System z for Linux:
     /opt/IBM/WebSphere/AppServer/java/jre

   • Windows:
     C:\Program Files\IBM\WebSphere\AppServer\java

5. To collect data:

   • Graphical user interface

     1. Select the feature for which to collect data from the following list:

        • IBM Connections Activities Collection

        • IBM Connections Activities DB Collection

        • IBM Connections Activities Stream Search Collection

        • IBM Connections Authentication Collection

        • IBM Connections Blog Collection

        • IBM Connections Bookmarks Collection

        • IBM Connections Calendar Collection

        • IBM Connections Common Applications Collection

        • IBM Communities Collection

        • IBM Communities DB Collection

        • IBM Connections DB2 Collection

        • IBM Connections Bookmarks Collection

        • IBM Connections Email Digest Collection

        • IBM Connections Files Collection

        • IBM Connections Forums Collection

        • IBM Connections Homepage Collection

        • IBM Connections IBM HTTP Server Collection

        • IBM Connections Install Collection

        • IBM Connections MailIn Collection

        • IBM Connections Metrics Collection

        • IBM Connections Mobile Collection

        • IBM Connections Moderation Collection

        • IBM Connections News Collection

        • IBM Connections Notification Collection

        • IBM Connections Profiles Collection

        • IBM Connections Profiles TDI Collection

        • IBM Connections ReplyTo Collection

        • IBM Connections Search Collection

        • IBM Connections Wikis Collection

        The Notification, Email Digest, MailIn, and ReplyTo functions are all in the News application.

     2. Provide a path and file name for the file to which to save the resulting data collection. Include a .zip file extension. Use the file naming convention for PMR tickets to help IBM Support identify the file when we send it to them later. For more details, see: http://www-05.ibm.com/de/support/ecurep/prepare.html

     3. Click Collect Data.

     4. Follow the instructions provided.

        To minimize the amount of data returned by the tool to only the essential information, service

        1. When we are asked whether IBM Support has requested entered additional trace strings, select Yes.

        2. Enter our own trace strings. See Recommended trace scripts for more details.

        3. When we are asked whether to append the string to the existing trace string or replace the current trace string, indicate to replace the current trace string.

   • Command-line

     1. When prompted, enter the name of the file to which you want the tool to send the resulting data. Include the relative path to the file. For example, you might enter /tmp/activities.zip.

     2. When asked to confirm, enter yes.

     3. Number of the collection to run.

        We can only run the Connections DB2 Collection if the tool is installed on the same system hosting the database. Likewise, we can only run the Connections Install Collection if the tool is installed on the system hosting the deployment manager.

     4. Enter the root directory of the IBM WebSphere Application Server that is running the application to collect from. For example, you might enter /opt/IBM/WebSphere/AppServer.

        If we select the Install Collection, we are asked to provide the root directory of the deployment manager and if you select the DB2 Collection, we are asked to provide the root directory for the DB2 database.

     5. Start collecting data by typing 1 when prompted.

• Recommended trace scripts
  When using ISA to collect log files and other information, it returns more data than you really need. We can specify our own trace scripts to limit the amount of data collected by the tool.

Parent topic:
Resolve a problem