IBM BS029ML - WebSphere Portal Server, Самоучитель

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Appendix A. Using IBM tools to find solutions and promote customer self-help
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Service: The service feature can be used to create a PMR through ESR, and also provide
the ability to automate log collection.
򐂰 IBM Workplace for Customer Support: If you are using ISA V3.1 and you are a Premium
Support Customer, you can launch the IBM Workplace for Customer Support page by
clicking on the icon on ISA’s Welcome page. From this page, you can click a link to launch
the IBM Workplace for Customer Support portal.
Use case examples - Search
The Search feature of ISA is one of ISA’s most powerful features and will most likely be the
feature that is initially used the most for self-help. The Search feature can be used in two
ways: problem avoidance and problem determination.
A typical problem avoidance scenario may be something like the following. You have installed
WebSphere Portal Server and your next task is to transfer the database from CloudScape to
Oracle. Before starting this procedure, you want to try to understand any known pitfalls that
may cause problems so you can avoid them if possible.
So in this example, we will use the Search feature to search for the string, “database-transfer
oracle” by entering the error code in the search box and then selecting the scope of the
search. For this example, we have chosen to search all repositories:
򐂰 IBM Software Support Documents
򐂰 IBM Developer Works
򐂰
IBM Newsgroups and Forums
򐂰 Google
򐂰
Product Information Centers
Since the error is occurring in WebSphere Portal Server V6.0.x, we have limited the IBM
Software Support Documents search to only WebSphere Portal Server. In addition, we are
only searching the WebSphere Portal Server V6.0 InfoCenter. This showcases the power of
ISA’s Search feature, as you can narrow or broaden the scope of your searches in many
different ways based on need and environment.
Note: At the time of this writing, no IGAA content exists for WebSphere Portal Server.
However, there is a very useful WebSphere Application Server Troubleshooting guided
activity available that can be obtained and installed through the ISA interface. To obtain
a guided activity, simply launch the IGAA from the ISA Tools Feature and then the IGAA
will guide you.