Chapter 9. contacting ibm tivoli software support, General data to collect for tivoli support, Chapter – IBM 51 User Manual
Page 103: Contacting, Tivoli, Software, Support, General, Data, Collect
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
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:
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:
v
A
brief
description
of
the
class
of
problem,
such
as
installation,
configuration,
audit,
system
failure,
or
performance
v
Hardware
configurations
(machine
make
and
model
number),
operating
system
type,
version
number,
patch
levels
v
Language/locale
information
v
Tivoli
Intelligent
Orchestrator
level,
including
any
fix
packs
v
Server
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.
v
List
of
any
systems
(Tivoli
Intelligent
Orchestrator
server,
LDAP
server)
configured
with
multiple
IP
addresses
v
Detailed
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.
v
Time
frame
in
which
the
problem
occurred
(in
relation
to
the
log
entries)
v
The
business
impact
of
the
problem
you
are
facing.
Determine
how
this
impacts
your
system
and
your
ability
to
meet
your
business
needs.
©
Copyright
IBM
Corp.
2003,
2006
91