Using IBM Support Assistant

IBM® Support Assistant is a free troubleshooting application that helps you research, analyze, and resolve problems using various support features and tools. IBM Support Assistant enables you to find solutions yourself using the same troubleshooting techniques used by the IBM Support team, and it allows you to organize and transfer your troubleshooting efforts between members of your team or to IBM for further support.

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New feature: IBM Support Assistant V4.0 is released with a host of new features and enhancements, making this version the most comprehensive and flexible yet. Our one-stop-shop solution to research, analyze and resolve software issues is now better than ever before, and you can still download it at no charge.

IBM Support Assistant version 4.0 enhancements include:

  • Remote System Troubleshooting: Explore file systems, run automated data collectors and troubleshooting tools, and view the system inventory on remote systems.
  • Activity-based Workflow: Choose from support-related activities, or use the Guided Troubleshooter for step-by-step help with analysis and resolution.
  • Case Management: Organize your troubleshooting data in "cases"; then export and share these cases with other problem analysts or with IBM Support.
  • Improved Flexibility: Add your own search locations, control updates by hosting your own update site, get the latest product news and updates.
newfeat
The IBM Support Assistant V4.0 consists of the following three distinct entities:
IBM Support Assistant Workbench
The IBM Support Assistant Workbench, or simply the Workbench, is the client-facing application that you can download and install on your workstation. It enables you to use all the troubleshooting features of the Support Assistant such as Search, Product Information, Data Collection, Managing Service Requests, and Guided Troubleshooting. However, the Workbench can only perform these functions locally, for example, on the system where it is installed (with the exception of the Portable Collector).
If you need to use the IBM Support Assistant features on remote systems, additionally install the Agent Manager and Agent. However, if your problem determination needs are purely on the local system, the Agent and Agent Manager are not required.
The Workbench has a separate download and this is all that is required to get started with the Support Assistant.
IBM Support Assistant Agent
The IBM Support Assistant Agent, or simply the Agent, is the piece of software that needs to be installed on EVERY system that you need to troubleshoot remotely. Once an Agent is installed on a system, it registers with the Agent Manager and you can use the Workbench to communicate with the Agent and use features such as remote system file transfer, data collections and inventory report generation on the remote machine.
IBM Support Assistant Agent Manager
The IBM Support Assistant Agent Manager, or simply the Agent Manager, needs to be installed only ONCE in your network. The Agent Manager provides a central location where information on all available Agents is stored and acts as the certificate authority. For the remote troubleshooting to work, all Agent and Workbench instances register with this Agent Manager. Any time a Support Assistant Workbench needs to perform remote functions, it authenticates with the Agent Manager and gets a list of the available Agents. After this, the Workbench can communicate directly with the Agents.

The Agent and Agent Manager can be downloaded in a combined installer, separate from the Workbench.

IBM Support Assistant Version 4 has the following functions:

Search interface and access to the latest product information
IBM Support Assistant allows you to search multiple knowledge repositories with one click and gives you quick access to the latest product information so that you spend less time looking for the solution and more time building skills and solving problems.
Troubleshooting tools
Whether you are new to an IBM product or an advanced user, IBM Support Assistant can help. You can choose to be guided through your problem symptoms or view a complete listing of advanced tooling for analyzing everything from logs to memory dumps.
Access to local and remote systems
Using the IBM Support Assistant Workbench installed on a local workstation running the Windows® or Linux® Intel® operating system, you can connect to the IBM Support Assistant Agent installed on a remote system running on the AIX®, Linux, Windows, or Solaris operating system through the IBM Support Assistant Agent Manager on the Workbench. This function enables you to explore, transfer data, and run diagnostic tooling not only on your system but on any other system where the IBM Support Assistant Agent is installed.
Automated data gathering and efficient support
Instead of manually gathering information, you can use IBM Support Assistant to run automated, symptom-specific data collectors. This data can then be attached to an IBM Service Request so that you can get support from the experts at IBM Support.

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Last updated: Oct 20, 2010 9:57:58 PM CDT
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