Gathering diagnostic information for the JIRA adapter

The IBM® Support Assistant Lite utility is a script-based utility that runs on Windows, Linux, and UNIX systems where the adapter is installed. It collects information about your adapter environment and stores the information in a .zip archive file. You can then send the archive file to IBM Support so that they can help diagnose and fix problems.

Before you begin

To use the Support Assistant Lite utility to send the archive file directly to IBM Support, you must have a Problem Management Request (PMR) number. To ensure a complete capture of information, run this tool as a user who has administrator privileges.

Procedure

  1. Go to JIRA-adapter-install-directory/support/ISALite. Start the Support Assistant Lite utility:
    • On Windows, run the runISALite.bat script. For example:
      run ISALite.bat
    • On Linux or UNIX, run the runISALite.sh script. For example:
      ./run ISALite.sh
  2. The first time that you run the utility, you are presented with the license agreement. After you read the agreement, click Accept.
  3. The Support Assistant Lite window opens. Select jira.log.collect. Click Browse to go to the directory where you want to store the information that is collected by the utility. Specify the name of the file to use for storing the data. The utility stores the collected information in an archive file, for example, output.zip. To view status messages of the utility as it collects data, select Show execution details. Click Collect Data to start the collection process.
    Note: If you do not specify a directory, the utility stores the archive file in the adapter-install-directory/support/ISALite directory.
    Main Support Assistant Lite window.
  4. The Support Assistant Lite Tool Input Dialog window opens. If you have an archive file from a previous execution of the tool, and you want to send it to IBM Support, click Browse and go to that file. Otherwise, click Skip.
    Input Dialog window, which includes a field for an existing diagnostics archive file.
  5. Click Browse to select the path to the JIRA installation directory. Click OK. The utility collects all log files from the JIRA installation directory.
  6. Click Browse to select the path to your JIRA home directory. Click OK. The utility collects all log files from the JIRA home directory.
  7. When the utility finishes collecting data, it prompts you to choose whether you want to send the archive to IBM Support. Select one of the following options, then click OK.
    • Send the Logs to IBM using secure transfer (HTTPS). To use this option, you must have a PMR number.
    • FTP the Logs to IBM Support (unencrypted). To use this option, you must have a PMR number. This option is less secure than the HTTPS option.
    • FTP the Logs to a Different Location (unencrypted). Use this option to send the archive to a different location than IBM Support. You must specify the target FTP host name, directory, user name, and password.
    • Do Not Transfer the Logs.
    Screen capture of utility window that prompts you to specify how to send the archive file to IBM.

    Alternatively, if you do not have a PMR but you have a support contract, you can open a service request and include the archive with the request. You can submit a service request at https://www.ibm.com/support/servicerequest.

Results

After the Support Assistant Lite utility finishes collecting data, it stores the data in a .zip archive file in the directory that you specified in Step 3.

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