Chapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator

This chapter describes how to approach troubleshooting in Tivoli Intelligent Orchestrator. Providing methodologies and troubleshooting methods for identifying problems in Tivoli Intelligent Orchestrator will help you to reduce the time spent finding resolutions to these problems.

The following sections are described:

v“Problem determination methodologies”

v“Troubleshooting methods for Tivoli Intelligent Orchestrator and prerequisites” on page 9

Problem determination methodologies

The keys to the problem determination process are understanding the problems and identifying the causes of problems. Problem determination in Tivoli Intelligent Orchestrator might be quite a difficult process at times, due to the complexity of the product, the fact that it integrates with many different products, the number of software prerequisites the product relies on, and also to the variety of platforms the product can be installed and configured on.

The following steps are required to identify and resolve a problem in a Tivoli

Intelligent Orchestrator environment in a systematic manner:

v“Defining the problem”

v“Identifying the cause of the problem” on page 8

v“Fixing the problem” on page 9

Defining the problem

The first step is made when you determine that the product is not functioning in the expected manner. Then, you try to correctly identify the problem, by gathering information about the context that triggered the problem and about the problem itself. This phase requires the following steps:

vIdentifying the problem symptoms

vProviding a complete description of the error messages generated by the system

During this phase, you must be prepared to answer questions like:

vHow did you first notice the problem?

vWhere were you in the process when the problem occurred?

Are you a first-time user of Tivoli Intelligent Orchestrator?

Were you installing a prerequisite?

Were you configuring a prerequisite?

Were you installing Tivoli Intelligent Orchestrator? If yes, was this the first installation?

Were you performing post-installation configurations?

Were you performing a runtime task?

vHave you previously performed the same procedure without getting errors? What was done differently this time?

© Copyright IBM Corp. 2003, 2006

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IBM 51 manual Problem determination methodologies, Defining the problem