Fixing the problem, Fixing, Problem – IBM 51 User Manual

Page 21: Troubleshooting, Methods, Tivoli, Intelligent, Orchestrator, Prerequisites

background image

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:

v

The

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\

–

On

UNIX:

$WAS_HOME/logs/

v

Isolate

the

root

error

using

the

proposed

troubleshooting

methods

to

find

a

resolution.

v

Take

screen

shots

of

specific

steps

and

errors

received

along

the

way

v

Utilize

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