MustGather: Read first for all ITM V6 components

Problem(Abstract)
For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs).

Gathering this data before calling IBM® support will help you understand the problem and save time analyzing the data.

Resolving the problem
Collecting MustGather data early, even before opening the PMR, helps IBM® Support quickly determine if:

* Symptoms match known problems (rediscovery).
* There is a non-defect problem that can be identified and resolved.
* There is a defect that identifies a workaround to reduce severity.
* Locating root cause can speed development of a code fix.


MustGather: Readme first table of contents:
Gathering general information
Gathering Component Specific Information
ITM Collector Tools
Submitting information to IBM Support


Gathering general information
For IBM Tivoli Monitoring V6 or later, you can use the IBM Support Assistant (ISA) to capture general information. Alternatively you can use the ITM collector tools or manually capture general information from the environment.

Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.

Since IBM Tivoli Monitoring V6 is made up of many components it is possible that you will need to collect information from more than one component and system to isolate and correct an issue.

Gathering Component Specific Information

For assistance in help identifying the component causing problems, visit the IBM Tivoli Monitoring Problem Determination Guide.

Otherwise, take a look at the components and in the table below. If one of the product components below indicates where your symptom or the part of the product with which you are experiencing problems, follow the instructions in the associated MustGather document (some MustGather documents are under construction and will come available as they are completed):



Components, Symptom or Description
Information to Gather
ITM Tivoli Enterprise Monitoring Server (TEMS)
http://www-1.ibm.com/support/docview.wss?&uid=swg21269622

ITM Tivoli Enterprise Portal Server (TEPS)
http://www-1.ibm.com/support/docview.wss?uid=swg21297524

ITM V6 Universal Agent - general MustGather for the ITM Universal Agent. http://www.ibm.com/support/docview.wss?uid=swg21259014

ITM V6 UNIX Agent - general MustGather for the ITM UNIX Agent.
http://www.ibm.com/support/docview.wss?uid=swg21258877

ITM V6 Warehouse Proxy Agent
ITM V6 Summarization and Pruning Agent
ITM V6 Windows Agent - general MustGather for the ITM Windows Agent.
http://www-1.ibm.com/support/docview.wss?uid=swg21271996

ITM V6 Linux Agent - general MustGather for the ITM Linux Agent
http://www-1.ibm.com/support/docview.wss?&uid=swg21283348

ITM V6 DB2 Agent - general MustGather for the ITM DB2 Agent
http://www-1.ibm.com/support/docview.wss?&uid=swg21283378

ITM V6 Oracle Agent - general MustGather for the ITM Oracle Agent
http://www-1.ibm.com/support/docview.wss?rs=2366&uid=swg21283391


Collector Tool
There is a problem determination (PD) collector tool provided for ITM V6. This tool is part of the product at ITM 6.2 and above or can be downloaded from this technote. The tool, pdcollect, is available for Linux, UNIX, Windows and z/OS and it provides the capability to collect the necessary logs and other PD information requested by IBM Support.

Once the you have collected the PD information with pdcollect, this information should be uploaded to IBM using the steps provided in this URL Exchanging information with IBM Technical Support.

Submitting information to IBM Support

* After a PMR is open, you can submit diagnostic MustGather data to IBM.
* If using ESR, update the PMR to indicate that data has been sent.

Related information

* IBM Tivoli Monitoring Problem Determination Guide
* IBM Tivoli Monitoring Installation Guide
* IBM Tivoli Monitoring Administration Guide
* IBM Tivoli Monitoring User's Guide
* IBM Tivoli Monitoring Firewall Gateway Feature
* IBM Tivoli Monitoring Featured documents page
* IBM Tivoli Monitoring Recommended Fixes
* Exchanging information with IBM Technical Support