Gathering diagnostic information for the HP 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. The utility collects information about your Jazz™ Team Server 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.

Procedure

  1. Go to the adapter-install-directory/support/ISALite. Start the Support Assistant Lite utility:
    • On Windows, run the runISALite.bat script. For example:
      runISALite.bat
    • On Windows, run runISALite.bat –console to run the utility in console mode.
    • On Linux or UNIX, run the runISALite.sh script. For example:
      ./runISALite.sh
    • On Linux or UNIX, run runISALite.sh –console to run the utility in console mode.
  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 hp.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. In the example below, the archive file is 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. The data collector script collects basic HP ALM logs and basic system and network information.
    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, which has a field for specifying the output file.
  4. After the data is collected, 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. Select the path to the application server that your adapter uses. If your application server is not listed, click Browse and go to it. Click OK.
    Input dialog window, which now includes a field for the path to the application server.
    Note: If your log4j.properties file does not have values that are set for certain properties, a message is displayed informing you that the utility cannot collect some information because the log files for those properties are not created.
    As the utility collects information, it shows a progress bar.
    Main Support Assistant Lite window with a progress bar at the bottom of the window.
  6. 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 location other 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. The archive file contains the following directories:

Feedback