Getting Started Guide

Transcription

1 IBM Support Assistant Data Collector Tool for IBM Case Manager Version x Getting Started Guide Version 1 Release 1.0 September 2013

2 Table of Contents Introduction 3 Overview 3 Tool Installation3 Tool Usage 3 Setting the JAVA_HOME environment variable 3 Starting the tool 4 Interacting with the tool in GUI mode 5 Validation of the collection compressed file name 9 End the collection without sending the file 10 Interacting with the tool in command-line console mode 11 What details and files are collected by the data collector for IBM Case Manager V5.2.0: 12 Associated Technotes and URLs 13 Trademarks 13

3 Introduction The IBM Support Assistant Data Collector (ISADC) for IBM Case Manager tool is an aid for troubleshooting the IBM Case Manager product. The tool focuses on automatic collection of problem data. The tool assists customers by reducing the amount of time it takes to collect required data for troubleshooting from different files or directories, as well as by reducing the effort required to send the appropriate log information to IBM Support. Use this quick start guide to get up and running with the IBM Support Assistant Lite for IBM Case Manager. Tip: <ICM_HOME> represents the home directory where IBM Case Manager is installed. Overview In most cases, the following sequence of steps will get you up and running with the tool. If you run into problems, or if you want more information on any of these steps, you can refer to the next sections. 1. You can get ISADC in any of the following three ways: (a) The ISADC is bundled in the IBM Case Manager v5.2.0.x product and is installed with the product under the <ICM_HOME>/isadc directory. (b) There is an online version of ISADC available at: (c) Download the offline version for your environment from the following URL: It is recommended that you use the online version or, minimally, check for newer versions before you use the tool locally offline. 2. If you used option 1 (c) above, extract the files from the archive file that you downloaded: If IBM Case Manager has already been installed, it is recommended that you extract the tool to the <ICM_HOME> directory, where the existing isadc folder resides. Otherwise, extract the tool to any directory you choose. See the following section for details on performing the extractions. 3. Run the tool in either the GUI mode or the command-line console mode: If you extracted the tool to the <ICM_HOME> directory, run the launch script from the /isadc directory. If you extracted the tool to a different directory than <ICM_HOME>, follow the procedure described in the following sections for setting the JAVA_HOME environment variable. After you set the variable, you can run the launch script. After you have started the tool, follow the instructions in the following sections for interacting with the tool as it performs a collection. Tool Installation If you used option 1 (c) in above, you install the ISADC tool by extracting the files from the archive that you downloaded. You can extract the files to any file system location you choose on the system where you will be running the tool. Extracting the tool will create a subdirectory \isadc in this target directory. Tool Usage Setting the JAVA_HOME environment variable Regardless of whether you will be using the ISADC tool in GUI mode or in command-line console mode, you use the same procedure to start it: you invoke the appropriate launch script from a command line. Windows launch scripts are batch files. Other environments use shell scripts. Because the tool is a Java application, you must set the JAVA_HOME environment variable before the tool can

4 start. Because the IBM Support Assistant Data Collector tool requires a JRE at level 1.5 or later, you must first ensure that a suitable JRE is installed on the system where the tool will be running. If the correct JRE is installed, then you must issue an operating-system-specific command to set the JAVA_HOME variable to point to this JRE. For example, if you have jdk1.5 installed in C:\jre1.5 directory on a Windows platform, you set JAVA_HOME using the following command: SET JAVA_HOME=C:\jre1.5 On a Linux or AIX platform, the exact command syntax to set JAVA_HOME varies depending on which shell you are using. For example, if you are using bash shell and you have the JDK installed in /opt/jre15, you set JAVA_HOME using the following command: export JAVA_HOME=/opt/jre15 Starting the tool Use the launch script to start the tool. For the GUI mode: 1. In a Windows environment, using a supported browser, open the index.html from the \isadc directory. 2. In a Linux, or AIX environment, using a supported browser, open the index.html from the /isadc directory. For the command-line console mode: 1. In a Windows environment, run isadc.bat from the \isadc directory. 2. In a Linux, or AIX environment, run isadc.sh from the /isadc directory.

5 Interacting with the tool in GUI mode If you are using the online version, you must first select a product name as IBM Case Manager 5.2 in the I need to collect data for dropdown box (Figure 1). Select other options as required. Figure 1: If you start the IBM Support Assistant Data Collector for IBM Case Manager tool by running the index.html from the /isadc directory, it will display Software License Agreement in the graphical interface as shown in Figure 2. If you previously ran the data collection on this system by accepting license, it might be cached on your system and will not prompt you to accept the license again. Figure 2:

6 After reading the license agreement, if you select the I agree button, you can continue with next steps to data collection. The tool will now display available components for data collection. You should expand the top-level folders to display the components nested below it. For example, Figure 3 shows Case Manager Administration Client as the collection type and after selecting the collection type it enables Start button so that you can continue with next step. Figure 3:

7 Now the selected component will be initialized and data collection tool will prompt you to enter a series of inputs. The prompts are self-explanatory and also a usage statement will be displayed. Based on your input values, the data collector will collect the files and will create a zip file containing all the collected data. For a list of the files the data collector collects, see the What details and files are collected by the data collector for IBM Case Manager V5.2.0 section. After the tool completes the data collection, you can send the results to IBM Support. For the file transfer, you can choose between HTTPS for encrypted transfer or FTP for unencrypted transfer. You can also save the file locally and send the file by using another method. Figure 4 shows the available file transfer methods: Figure 4:

8 If you choose to transmit the files using this tool to IBM Support, the next window will prompt you to enter the PMR number where the individual fields in the composite file name are separated by periods. Optionally you can enter an address where you can get confirmation of successful upload. You should select IM as your choice from the dropdown box showing available business units. See Figure 5 as an example: Figure 5:

9 Validation of the collection compressed file name The automation at the IBM Support FTP site is dependent on the file-naming convention described on the IBM Support Assistant Data Collector tool s main GUI. If the support site receives a file with a name that does not follow this convention, then IBM Support cannot receive the file. Consequently, before the tool invokes an FTP operation to send a collection compressed file to the FTP, it validates the collection compressed file s name against the convention. If the file name is not in the correct form, an error message will be displayed and it will enable you to correct the file name, as shown in Figure 6. Figure 6:

10 End the collection without sending the file If you choose the End the collection without sending the next window will show you details about where the file is stored locally on your machine. For example see Figure 7. To begin a new data collection without transferring this file, choose the Start New Collection button. Figure 7:

11 Interacting with the tool in command-line console mode The command-line mode is only available in the offline version. The console mode provides you with commandline control of the IBM Support Assistant Data Collector tool s collection scripts. The tool includes several features to assist you when you interact with it in console mode, including one that lets you record your responses from a console-mode session in a file and then use the file to drive subsequent executions of the same collection script. To achieve this, you first create a response file that contains the answers to all the questions for a certain run through the data collector. The next time the same data collection needs to be executed, you simply provide the response file when starting the portable collector and the answers that you previously provided are used to answer all the questions. Response files can also be modified to vary the answers to perform different data collections. To create a response file, you invoke the portable collector with the -record option, followed by the name of the response file. For example, in a Linux environment, you run:./isadc.sh console record /opt/ibm/casemanagement/isadc/response.txt Running in this mode takes you to an interactive session, where you supply the responses to the script's prompts. Your responses are then saved in the file name you provided. After the interactive session has completed, you can use this response file to run the same script in the future without the need for explicit user input. For example, to run the tool in silent mode in a UNIX environment using the response file that you recorded, run:

12 ./isadc.sh console response.txt The response file is a plain text file, so you can edit it to change the user's responses as needed. For example, if you want to run the tool on a different system than the one on which the response file was recorded, you might need to adjust some of the values in the response file. Remember that sensitive information, such as user names and passwords, might be stored in these response files, so it is important that you manage these files in a manner that prevents unauthorized access to sensitive information. What details and files are collected by the data collector for IBM Case Manager V5.2.0: The following list shows the information and files that are collected by the ISA Data Collector for IBM Case Manager. Case Manager administration client System, environment, network and currently running process information (ICM_Sys_Env_Proc_Info.log) Case Manager ping/info page version.txt file that is available in the <CASE_MANAGER_HOME> directory Application server logssystemout.log and SystemErr.log under WAS_profile_location/logs/server/ (or) All files under the Oracle/Middleware/user_projects/domains/base_domain/servers/AdminServer/logs directory All files available in the <CASE_MANAGER_HOME>/configure/tmp directory Case Manager Configuration tool System, environment, network and currently running processes information (ICM_Sys_Env_Proc_Info.log) Case Manager ping/info page version.txt file that is available in the <CASE_MANAGER_HOME> directory SystemOut.log and SystemErr.log under WAS_profile_location/logs/server/ (or) All files under the Oracle/Middleware/user_projects/domains/base_domain/servers/AdminServer/logs directory All files available in the <CASE_MANAGER_HOME>/configure/tmp PMR stamping Case Manager Builder System, environment, network and currently running processes information (ICM_Sys_Env_Proc_Info.log) Case Manager ping/info page version.txt file that is available in the <CASE_MANAGER_HOME> directory SystemOut.log, SystemErr.log, startserver.log, stopserver.log, native_stdout.log and native_stderr.log under WAS_profile_location/logs/server/ (or) All files under the Oracle/Middleware/user_projects/domains/base_domain/servers/AdminServer/logs directory Case Manager Client: System, environment, network and currently running processes information (ICM_Sys_Env_Proc_Info.log) Case Manager ping/info page version.txt file that is available in the <CASE_MANAGER_HOME> directory SystemOut.log and SystemErr.log under WAS_profile_location/logs/server/ (or) All files under the Oracle/Middleware/user_projects/domains/base_domain/servers/AdminServer/logs directory casewdgt_runtime.log under WAS_profile_location/logs/ directory Java/REST API: System, environment, network and currently running processes information (ICM_Sys_Env_Proc_Info.log) Case Manager ping/info page version.txt file that is available in the <CASE_MANAGER_HOME> directory SystemOut.log and trace.log under WAS_profile_location/logs/server/ (or) All files under the Oracle/Middleware/user_projects/domains/base_domain/servers/AdminServer/logs directory

13 Case Manager Installer: System, environment, network and currently running processes information (ICM_Sys_Env_Proc_Info.log) version.txt file that is available in the <CASE_MANAGER_HOME> directory IBM_Case_Manager_ _InstallLog.txt available in the <CASE_MANAGER_HOME>/log directory cmpit_install_log.txt, cmpit_install_stdout.txt and cmpit_install_stderr.txt files available in the <CMPIT_Install_HOME> directory cm5200_install_stdout.txt and cm5200_install_stderr.txt available in the OS Temp directory. For Example: <CASE_MANAGER_HOME>/log/InstallDebug directory. Associated Technotes and URLs 1. User's Guide for IBM Support Assistant Data Collector (ISADC) tool for IBM Case Manager V5.2.0.x: 2. MustGather: Collecting Data for IBM Case Manager Admin Client v5.2.0.x issues: 3. MustGather: Collecting Data for IBM Case Manager configuration tool v5.2.0.x issues: 4. MustGather: Collecting Data for IBM Case Manager Client v5.2.0.x issues: 5. MustGather: Collecting Data for IBM Case Manager Builder v5.2.0.x issues: 6. MustGather: Collecting Data for IBM Case Manager Java/REST API v5.2.0.x issues: 7. MustGather: Collecting Data for IBM Case Manager Installer v5.2.0.x issues: Trademarks The following terms are trademarks of the International Business Machines Corporation in the United States, other countries, or both: Adobe, the Adobe logo, PostScript, and the PostScript logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States, and/or other countries. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both. UNIX is a registered trademark of The Open Group in the United States and other countries. Java and all Java-based trademarks and logos are trademarks or registered trademarks of Oracle and/or its affiliates. Other product and service names might be trademarks of IBM or other companies.