IBM BS029ML - WebSphere Portal Server, Self Help Manual

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Appendix A.
Using IBM tools to find solutions
and promote customer self-help
The information in this appendix is intended to be a guide on what tools to install and how to
use those tools to best enable and promote customer self-help within your organization.
Promoting a comprehensive approach on self-help within your organization will greatly
improve the efficiency, product skill, and the confidence of your WebSphere Portal Server
administration staff.
All of our customers still have access to the IBM traditional world class remote Level 2 defect
support teams when required. However, promoting this self-help strategy will enable a staff to
be able to effectively and confidently address problems and new requirements in the
WebSphere Portal Server environment with increased self-sufficiency. Any improvement in
self-sufficiency will greatly increase the chances of reaching your companies’ project
deadlines on a more consistent basis.
Here we outline the best practices to enable and promote customer self-help:
1. Install IBM Support Assistant.
2. Fundamentally understand the power of the WebSphere Portal Server Support site.
3. Participate actively in the WebSphere Portal Server user comminutes.
4. Register for the WebSphere Portal Server RSS feed.
5. Install the IBM Support Toolbar.
6. Utilize the IBM Education Assistant.
7. Utilize the IBM Guided Activity Assistant.
More details about each of these tools will be provided throughout the remainder of this
appendix
A
Important: WebSphere Portal Server is built on top of WebSphere Application Server, so
knowledge of WebSphere Application Server troubleshooting is critical as well. As we
describe each of the tools and their best practices, remember to take advantage of the
WebSphere Application Server options that are available with each tool.