Searching knowledge bases

If we have a problem with your IBM® software, you want it resolved quickly. Begin by searching the available knowledge bases to determine whether the resolution to your problem is already documented.


Before you begin

  1. If we have not already installed the IBM Support Assistant, we can find instructions about how to do so in Updating the IBM Support Assistant (ISA).
  2. Install the IBM Support Assistant WMQ plug-in by following the instructions in Install the IBM Support Assistant (ISA).


Procedure

  1. Search the product documentation

    IBM provides extensive documentation in the form of online product documentation hosted in IBM Knowledge Center. A downloadable version of the product documentation can be installed on your local machine or on a local intranet. We can use the search function of the product documentation to query conceptual and reference information as well as detailed instructions for completing tasks.

  2. Search the IBM database for similar problems

    IBM keeps records of all known problems with its licensed programs on its software support database ( RETAIN ). IBM support center staff continually update this database as new problems are found, and they regularly search the database to see if problems they are told about are already known. We can use one of the IBM search tools to search the database, or we can contact IBM support center to perform the search for you. For more information about searching the IBM database, see Searching the IBM database for similar problems, and solutions.

  3. Search the Internet If we cannot find an answer to your question in the product documentation, search the Internet for the latest, most complete information that might help you resolve your problem, including:

    • IBM technotes
    • IBM downloads
    • IBM Redbooks®
    • IBM Developer
    • Forums and newsgroups
    • Internet search engines
    We can use the IBM Support Assistant (ISA) to help in your search of knowledge bases. With ISA, we can:

    • Query multiple sources of support information
    • Access available diagnostic tools
    • Collect diagnostic data automatically
    • Send files to IBM Support for problem determination
    • Create and submit a new problem report
    • View or update an existing problem report
    For more information, see IBM Support Assistant (ISA).