Gathering diagnostic information for the Git adapter

The IBM® Support Assistant Lite utility is a script-based utility that runs on Windows, Linux, and UNIX systems where the Jazz™ Team Server is installed. It 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. To ensure a complete capture of information, run this tool as a user who has administrator privileges.

Procedure

  1. Go to the jazz-team-server-install-directory/support/ISALite directory. Start the Support Assistant Lite utility:
    • As an administrator on Windows, right-click runISALite.bat, and select Run as administrator or run the following script.
      runISALite.bat
      If you do not have administrator privileges, you can run the ISALite script as follows:
      runISAlite.bat –useHome 
      The useHome option allows ISALite to store temporary files in the user home directory. Specify the full path of the output file. For example, C:\temp\output.zip. Make sure that you have write permission to the output file directory. Do not use a relative path, as the tool might throw a permission error.
    • On Windows, run runISALite.bat –console to run the utility in console mode.
    • On Linux or UNIX, as an administrator you can run the ISALite script as follows:
      ./runISALite.sh
      If you do not have administrator privileges, you can run the ISALite script as follows:
      ./runISAlite.sh –useHome 
      The useHome option allows ISALite to store temporary files in the user home directory. Specify the full path of the output file. For example, /tmp/output.zip. Make sure that you have write permission to the output file directory. Do not use a relative path, as the tool might throw a permission error.
    • 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 Jazz Based Server General Collector. 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.
    Note: If you do not specify a directory, the utility stores the archive file in the jazz-team-server-install-directory/support/ISALite directory.
    Screen capture of main Support Assistant Lite window, which has a field for specifying the output file.
  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. Select the path to the application server that your Jazz Team Server 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, as shown.
    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
    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:

If your application server is Tomcat, the archive file also contains the tomcat_version_out.txt file.

If your application server is IBM WebSphere® Application Server, the archive file also contains the following directories:
Directory Contents
IHS_COLLECTION Information that is related to IBM HTTP (IHS). The utility tries to detect the IHS installation location that is based on known installation files.
WAS_COLLECTION Information such as configuration data, version, and fix pack for IBM WebSphere Application Server.
WAS_COLLECTION/profiles Information that is related to the profiles configuration and log files that are defined for the application server. The utility uses
%WAS_HOME%/bin/manageprofiles.sh –profileName profile –getPath
to determine the profile location.
WAS_COLLECTION/Plugins If available, configuration files and log files that are related to the Plugins directory that is a peer of the AppServer directory.

Expanding the scope of data gathered

You can expand the scope of data that the IBM Support Assistant Lite utility collects.

About this task

To determine what information to gather, the utility reads property files in a specific directory. You can add a properties file that specifies more directories and files for the utility to search. A sample.properties file is provided for you to use as template.

Procedure

  1. Go to the jazz-team-server-install-directory/support/ISALite/scripts/RATLSHARE/extensions directory.
  2. Make a copy of the sample.properties file.
  3. Modify the new properties file to specify the additional files that you want the utility to gather. Use the properties that are listed in Table 1.
    Table 1. Extensions properties
    Property Value Description
    rtl.collect.was.extension.content Comma-separated list of file, directory, or a pattern. Gathers more data that is specified under WebSphere Application Server path.
    rtl.collect.tomcat.extension.content Comma-separated list of file, directory, or a pattern. Gathers more data that is specified under tomcat home.
    rtl.collect.jazz.home.extension.content Comma-separated list of file, directory, or a pattern. Gathers more data that is specified under JAZZ_HOME variable that is configured with application servers.
    rtl.context.product.path Absolute path to a product. Extra product path that contains more data.
    rtl.collect.product.extension.content Comma-separated list of file, directory, or a pattern. Gathers more data that is specified under path that is defined by rtl.context.product.path.
    The comma-separated list can contain a file name, directory, and a file pattern or both:
    • File name: The file relative to the directory specified is gathered.
    • Directory: The full content of the directory is gathered.
    • File pattern: The files that match the pattern are gathered.
    Note: Use a forward slash (/) to separate directories in all entries. Paths that refer to a parent directory (..) do not work.

Example

The following example directs the tool to gather WAS_AppSrv_Path/derby/deby.log file, and all files that match the WAS_AppSrv_Path/features/com.ibm.ws.wsgateway_6.0.0.0/*.properties directory:
rtl.collect.was.extension.content=derby/derby.log,
features/com.ibm.ws.wsgateway_6.0.0.0/*.properties

Reducing the scope of data gathered

When you work with IBM Customer Support, they might guide you to reduce the scope of data that the IBM Support Assistant Lite utility collects.

Procedure

  1. Go to jazz-team-server-install-directory/support/ISALite/scripts/RATLSHARE/settings.
  2. Open the jas.collection.properties file.
  3. Set the properties to gather the wanted files. See Table 2
    Table 2. Reducing scope properties
    Property Value Description
    rtl.collect.product.diagnostics.prompt true or false Gather diagnostic data that is provided by user
    rtl.collect.sys.info true or false System information
    rtl.collect.im.full true or false IBM Installation Manager data
    rtl.collect.tomcat.config true or false Tomcat configuration
    rtl.collect.tomcat.logs true or false Tomcat logs
    rtl.collect.product.config true or false CLM product configuration
    rtl.collect.product.logs true or false CLM product logs
    rtl.collect.was.config true or false WebSphere Application Server configuration
    rtl.collect.was.logs true or false WebSphere Application Server logs
    rtl.collect.was.profiles ALLPROFILES or comma-separated list of profile names Profiles to gather configuration information and logs from. ALLPROFILES to gather data from all profiles that are defined by the WebSphere Application Server server.
    rtl.collect.was.profile.config true or false WebSphere Application Server profile configuration
    rtl.collect.was.profile.logs true or false WebSphere Application Server profile logs
    rtl.collect.ihs.info true or false IBM HTTP Server configuration and logs

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