IBM 51 manual Fixing the problem

searching the available IBM technotes for your product and the available knowledge bases to determine whether the resolution to your problem is already documented.

Analyzing the actions that led up to the problem and generating an action plan The approach that you should take must make use of all the available resources and tools. You should start by verifying whether all the hardware and software prerequisites have been met. While focusing on the problem itself, you should always take into account the bigger picture of the Tivoli Intelligent Orchestrator environment.

Fixing the problem

Once the problem is well defined and understood and its cause is correctly identified, corrective steps are required to solve the problem. As an additional step to this phase, it is always worthwhile documenting the problem for the future, to expedite the resolution of further possible problems.

Troubleshooting methods for Tivoli Intelligent Orchestrator and prerequisites

Based on the feedback received from our Support teams, the following methods have been proposed for troubleshooting Tivoli Intelligent Orchestrator and its prerequisites. Used in addition to your own product knowledge and experience, these troubleshooting methods might help you to shorten the time spent looking for a problem resolution, by better orienting you inside the Tivoli Intelligent Orchestrator problem determination process.

At all times during the problem determination process, keep the following points in mind:

vThe WebSphere Application Server is central to Tivoli Intelligent Orchestrator and its components. All components, DB2 Universal Database, IBM Tivoli Directory Server, SOAP, user interface, deployment engine, policy engine, command line tools, interact with the WebSphere Application Server. If you do not know where to start with a problem that you have encountered, start with WebSphere Application Server. Check the SystemOut.log file for errors. The log file is located in the following directory:

–On Windows: %WAS_HOME%\logs\<server-name>

–On UNIX: $WAS_HOME/logs/<server-name>

vIsolate the root error using the proposed troubleshooting methods to find a resolution.

vTake screen shots of specific steps and errors received along the way

vUtilize and exploit the knowledge bases.

The methods that are provided for troubleshooting the Tivoli Intelligent Orchestrator are series of tests or questions. Troubleshooting methods are organized so that you can start with general questions and then continue with more specific questions that allow you to narrow down the problem space. Based on the answers to these questions, you can isolate the problem and find a resolution to it.

Depending on the stage you are encountering the problem, you must identify the starting troubleshooting method within that stage, and then follow it to find the resolution to your problem. Many troubleshooting methods will point you to the knowledge bases.

Chapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 9