IBM 51 manual Contacting IBM Tivoli Software Support, General data to collect for Tivoli Support

Chapter 9. Contacting IBM Tivoli Software Support

If you encounter a problem with the Tivoli Intelligent Orchestrator product, first look for help at the Tivoli Intelligent Orchestrator Support Web site. This site contains a searchable database of Technotes and frequently asked questions relating to current issues. The site also contains presentations, fixes, fix packs, and white papers. Go to http://www-306.ibm.com/software/sysmgmt/products/support/,and under Product support pages A to Z click I, and then select IBM Tivoli Intelligent Orchestrator to open the Tivoli Intelligent Orchestrator Support Web site.

If the problem cannot be resolved by using the Tivoli Intelligent Orchestrator Support Web site or the problem determination and troubleshooting information provided in this guide, contact IBM Tivoli Software Support.

The proper method for contacting support is described in the Tivoli Support Handbook. This handbook is located at the following Web site: http://techsupport.services.ibm.com/guides/handbook.html. The guide directs you to collect certain kinds of information to help Tivoli Support find a solution to your problem.

Collect this information, but do not send it to Tivoli Support until you are directed to do so. The procedures and methods for transmitting such data undergo periodic change. Therefore, get the latest instructions from Tivoli Support before you send the information to them.

General data to collect for Tivoli Support

Collect the following information and make it available to Tivoli Support so they can solve the problem as quickly as possible:

vA brief description of the class of problem, such as installation, configuration, audit, system failure, or performance

vHardware configurations (machine make and model number), operating system type, version number, patch levels

vLanguage/locale information

vTivoli Intelligent Orchestrator level, including any fix packs

vServer information for these servers: Tivoli Intelligent Orchestrator, LDAP, DB2 Universal Database, IBM Directory Server, WebSphere Application Server. The information should include the systems on which they are located, network connectivity to these systems, and the version number (including fix packs) of the servers.

vList of any systems (Tivoli Intelligent Orchestrator server, LDAP server) configured with multiple IP addresses

vDetailed description of the problem, and whether the problem can be re-created. If the problem can be re-created, what steps are required to re-create the problem.

vTime frame in which the problem occurred (in relation to the log entries)

vThe business impact of the problem you are facing. Determine how this impacts your system and your ability to meet your business needs.

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