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
- 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
- The first time that you run the utility, you are presented
with the license agreement. After you read the agreement, click Accept.
- 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.
- 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.
- Click Browse to select the path
to the JIRA installation directory. Click OK. The utility collects all log files from the JIRA installation
directory.
- Click Browse to select the path
to your JIRA home directory. Click OK. The
utility collects all log files from the JIRA home directory.
- 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.
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.