® IBM Software Group © IBM Corporation Using ISA V4.0 for TSM and TPC Problem Resolution Troubleshooting Tools

IBM Software Group | Tivoli software 2 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

IBM Software Group | Tivoli software 3 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 !

IBM Software Group | Tivoli software 4 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

IBM Software Group | Tivoli software 5 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

IBM Software Group | Tivoli software 6 “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…

IBM Software Group | Tivoli software 7 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!

IBM Software Group | Tivoli software 8 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

IBM Software Group | Tivoli software 9 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.

IBM Software Group | Tivoli software 10 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

IBM Software Group | Tivoli software 11 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 !!

IBM Software Group | Tivoli software 12 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

IBM Software Group | Tivoli software 13 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 13

IBM Software Group | Tivoli software 14 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

IBM Software Group | Tivoli software 15 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 !

IBM Software Group | Tivoli software 16 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

IBM Software Group | Tivoli software 17 More Information…  ISA Home   ISA IEA modules  sa/plugin_coverpage.html sa/plugin_coverpage.html  IBM Support Assistant Demo sessions   TSM V5.X ISA Add-on Flash   TPC ISA Add-on Flash 

IBM Software Group | Tivoli software 18 Questions ?

IBM Software Group | Tivoli software 19  DEMO

IBM Software Group | Tivoli software 20 Backup Slides  System Requirements & Supported Platforms  First Steps: Tutorial & Migration  IGAA integration.  Manage Service Request  ISA Remote Agents  System Explorer & Remote system inventory

IBM Software Group | Tivoli software 21 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.

IBM Software Group | Tivoli software 22 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

IBM Software Group | Tivoli software 23 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.

IBM Software Group | Tivoli software 24 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

IBM Software Group | Tivoli software 25 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

IBM Software Group | Tivoli software 26 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

IBM Software Group | Tivoli software 27 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

IBM Software Group | Tivoli software 28 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