About this task
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.