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®
IBM Software Group
© IBM Corporation
IBM Support Assistant V4.0
General information about ISA v4.0
IBM Software Group | Tivoli software
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Agenda :
Introduction to IBM Support Assistant (ISA)
Getting Started - some basics.
Activity based approach to troubleshooting
Where do I find information ?
How do I analyze problem ?
Gathering information at remote site
Managing cases and share
More Information
Questions ?
Demo
Backup Slides
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What is IBM Support Assistant (ISA) ?An FREE application helping customers resolve questions and problems
with IBM software products.
Value: meeting client’s need to simplify self assist. 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 !
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What’s in it for me? Search for an answer to your question or problem in many
different locations at the same time.
Run troubleshooting and diagnostic tools to identify the issue.
Gather useful information about the problem automatically and shorten the problem resolution time.
Provide one-stop access to all your problem determination needs.
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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.
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Product specific contents:
Product add-on’s Delivered by each SWG Brand.
Categorized by Brand for ease in locating products..
Tool add-on’s Delivered by various IBM teams.
JVM and Configuration tools.
Enabling more content for ISA V4
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“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
Open & work with service requests for IBM software & hardware
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Finding information: Client facing docs… What are the resources available for this product ?
NEW!
Product RSS Feeds incorporated!
Select a 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!
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Finding Information : Has it happened before? Do you know all the places where you can look for information ?
The Basics:
IBM Support Docs (DCFs)
developerWorks
Newsgroups & Forums.
Product Information Center
Configure and save your common search settings under advanced search
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What’s next ? Getting information.
There are three ways to leverage data collection Local data collection - on the same machine as ISA.
Useful if ISA is already installed.
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 ISA is already installed, and 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).
Data collectors enable consistent & automated way to gather information.
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So I have the data.. ? Then ?
There are some tools to help you analyze the data you’ve gathered.
Tools now available:
Log Analysis : Log Analyzer. Interface to help browse and analyze log files. Allows easy correlation between logs
produced by multiple products.
JVM related issues IBM Monitoring and Diagnostic Tools for Java – Dump Analyzer. Analyzes Java Dump Files.
WAS modules extensions available.
Thread Analyzer. Analyzes Java Thread Dumps. Can detect issues such as deadlock
IBM Pattern Modeling and Analysis Tool for Java Garbage Collector. Garbage collector analysis, heap usage, and
Symptom Editor: Keeping track of symptoms and known issues just gotten easier !!
Configuration related issues Visual Configuration Explorer. Visualize the configuration files between WAS, portal settings.
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Document, Manage your data and share ….Keep track of & share your work with Case Manager
Cases are containers to store related troubleshooting artifacts Organize data with folders
Add notes & description to a case.
Export & Import cases to share
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Two things to walk away with....
ISA - can help you!
Suggestions & input welcome by the ISA team ([email protected]) .
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More Information…
ISA Home : http://www.ibm.com/software/support/isa/
ISA IEA modules http://publib.boulder.ibm.com/infocenter/ieduasst/v1r1m0/topic/com.ibm.iea.isa/plugin_coverpage.html
IBM Support Assistant Demo sessions– http://www.ibm.com/software/support/isa/demo.html
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Questions ?
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DEMO
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Backup Slides
System Requirements & Supported Platforms
First Steps: Tutorial & Migration
IGAA integration.
Manage Service Request
ISA Remote Agents System Explorer & Remote system inventory
Tools - Descriptions and Screen shots of various tools within ISA
More Information…
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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.
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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
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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.
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Help user migrate! Wizard migrates product plug-ins and tools from your V3 workbench
Functionality of tools will not change
Access the migration wizard from the Home page of your V4 workbench, under First Steps Click the Migrate icon to start
the wizard Provide the installation location
of your V3 workbench Select the product plug-ins and
tools you want to migrate You will be prompted to accept
the plug-in migration IBM Support Assistant will need
to restart after migration is complete
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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
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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
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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
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Remote Agent - deployment architecture
DB/2
IBM HTTPServer
WebSphereApplication
Server
ISAAgent
ISAAgent
ISAAgent
AgentManager
yourcompany.com
IBMSupport
AssistantWorkbench
SoftwareProblems IBM
Repository
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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
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Tool: Java Dump Analyzer
Java™ Virtual Machine diagnostic tool
Troubleshoot hang, crash, memory management
Automated analysis of virtual machine dump files
Leverages Diagnostic Tooling Framework for Java
Analysis results are one of the following two types:
Root cause and solution Suggestions for continuing
analysis
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Tool : Garbage Collection and Memory Visualizer
Java™ Virtual Machine diagnostic tool
Troubleshoot memory usage and performance
Graphic viewer of Java Verbose Garbage Collection logs
Raw logs Tabulated data Graphic views
Stores analysis results as: HTML JPG Comma-separated values (.csv) for
use in spreadsheets
Extensible to parse and plot other types of input
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Tool : Memory Dump Diagnostic for Java™
Java™ Virtual Machine diagnostic tool
Troubleshoot memory leaks Single heap dump analysis Comparative heap dump
analysis
Analysis results include: Summary List of suspects Context of suspect objects Types of suspect objects Browser to view objects in the
analyzed heap
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Tool: Thread Analyzer Java™ Virtual Machine
diagnostic tool
Troubleshoot deadlocks
Analysis results presented as: Simple bar graph summary Tabular view of all threads Tabular view of all monitors Tabular view of servlet
thread pool Tabular view of ORB thread
pool
Customized for WebSphere Application Server
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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
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Tool : Visual Configuration Explorer
Visually explores cross-product configurations
Graphically view configurations
Diagnose problems with configurations
Search for property values
Compare configuration snapshots
Share configuration analysis results
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More Information…
ISA Home : http://www.ibm.com/software/support/isa/
ISA IEA modules http://publib.boulder.ibm.com/infocenter/ieduasst/v1r1m0/topic/com.ibm.iea.isa/plugin_coverpage.html
IBM Support Assistant Demo sessions– http://www.ibm.com/software/support/isa/demo.html