Post on 07-Feb-2021
IBM Support Tips and Tricks for the AF Product Suite
Last Updated: November 15, 2010
IBM Support Tips and Tricks for AF Products 2
Obtaining Support Should Be Easy
Have All of the Changes Caused Chaos for You?
IBM Support Tips and Tricks for AF Products 3
Purpose• AF product customers who are familiar with the Candle support
practices and tools must now learn how to navigate the world of IBM support
• This material was created to help former Candle, now IBM, customers become familiar with the IBM resources that are available to support the effective and ongoing implementation of the AF family of products within their businesses
• This material represents the knowledge of the IBM AF Customer Advisory Committee at a single point in time and is subject to change. It is intended to be a living reference. Please provide your feedback about the value of the material and any additional topics that you would like to see included in future versions of this material
IBM Support Tips and Tricks for AF Products 4
Topics• How to Contact IBM Support
– IBM software support handbook – IBM Support contact numbers– Customer ESW and DSW numbers– AF product names and component identifiers
• Electronic Support Resources– Researching AF product maintenance and technical information– PSP information – Opening an electronic service request
• Obtaining Software Products and Maintenance– Downloading a software product– Level set maintenance
• Obtaining User Documentation• Identifying Available Product Education• Obtaining Sample AF Product Code• Participating in the Customer Discussion Forum
Contacting IBM Support
Where to Go When You Need Help
IBM Support Tips and Tricks for AF Products 6
Software Support Handbook
The Software Support Handbook describes service levels, procedures, and other helpful information about how to get the best from your contact with the Support team.
http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html
http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html
IBM Support Tips and Tricks for AF Products 7
Contacting IBM• Telephone Contact
– The number to use for reporting product problems is the Customer Support line: 1-800-IBM-SERV (1-800-426-7378)
– If you need to contact IBM about an issue other than product problems and are not sure which number to use, call 1-800-IBM-4YOU (1-800-426- 4968)
– Outside the United States, use this web site to locate the number of your local IBM support contact: http://www.ibm.com/planetwide/region.html
• Electronic Contact– The www.ibm.com/support web site is the source for general electronic
support information and provides link to additional reference information and publications
– Detailed support page provide specific technical information about the AF products along with links to maintenance and reference information
– IBMlink provides the means to open an electronic service request
http://www.ibm.com/planetwide/region.htmlhttp://www.ibm.com/support
IBM Support Tips and Tricks for AF Products 8
Customer ESW and DSW Numbers
• When contacting IBM support (by phone or electronically), you will need to know your customer number. IBM products fall into two categories:– ESW: Entitled/Enterprise Software
• Generally zSeries or mainframe products• Includes AF/OPERATOR and OMEGACENTER Gateway
– DSW: Distributed Software• Generally distributed system products• Includes System Automation for Integrated Operations Management
(SA IOM, formerly AF/REMOTE)
• Many customers will have a separate ESW and DSW customer number; you need to know when to use each number
• If you do not know your ESW or DSW customer number, phone Support and they will provide it to you
IBM Support Tips and Tricks for AF Products 9
AF Product Names and Numbers
Product Component Number
IBM Tivoli OMEGACENTER Gateway for MVS 5608A3400
IBM Tivoli AF/OPERATOR 5608A1900
IBM Tivoli AF/Integrated Resource Manager (AF/IRM) 5608AFIRM
IBM Tivoli AF/REMOTE 5724K0200
IBM System Automation for Integrated Operations Management (SA IOM) 5724L4700
IBM Tivoli Alert Adapter for OMEGACENTER Gateway 5608A5500
IBM Tivoli Alert Adapter for AF/REMOTE 5724K0300
Occasionally you may reach a member of the Support team who is not familiar with the AF product family. You can help them open your problem record faster by telling them the component number of the product that is causing you an issue.
Electronic Support Resources
Online Technical and Maintenance Info
IBM Support Tips and Tricks for AF Products 11
Product Overview and Support Link
http://www-306.ibm.com/software/tivoli/sw-atoz/
You can find general and technical reference material about each of the AF products on the IBM Tivoli web site.
You’ll find most of the products listed under the letter A. OMEGACENTER Gateway is listed under the letter O.
Under each product name, click on the “Learn about” link for general information or the “Support” link for technical information.
http://www-306.ibm.com/software/tivoli/sw-atoz/
IBM Support Tips and Tricks for AF Products 12
Technical Reference by Product
After selecting a product, you will be able to find detailed information about product fixes (APARs), known solutions (Technotes), and user documentation.
You’ll also find useful links to related topics.
http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliAFOperator.html
http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliAFOperator.html
IBM Support Tips and Tricks for AF Products 13
Filtering Product Information
The detailed information about each product (such as APARs, Technotes, and downloads), all solution components. If you wish to see only a specific portion of the solution, you can filter the results list using the Product Category selection box above the list.
For example, if you want to see APARs for AF/OPERATOR only (without its alert adapter and engine components), click on the arrow to the right of “Select one” and choose “IBM Tivoli AF/OPERATOR on z/OS” and click the “Go” button to view the filtered list.
http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliAFOperator.html
http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliAFOperator.html
IBM Support Tips and Tricks for AF Products 14
IBM Software Support Toolbar http://www-306.ibm.com/software/support/toolbar/index.html?ibmsst=ibmTbMenuThis useful toolbar provides highly sought information by IBM brand. With it you can:•Instantly search our Support knowledge base using keywords, specific error or an exact phrase.•Search or browse for product downloads including Fix Packs, Updates, Patches, etc.
•Receive notification when a newer version is available for download.•It's a Toolbar. View it when you need it, hide it when you don't.
The link above provides more details about the toolbar and how to download it.
http://www-306.ibm.com/software/support/toolbar/index.html?ibmsst=ibmTbMenu
IBM Support Tips and Tricks for AF Products 15
IBM Support Portal
A single easy to use place to find information about one or several products:
• Overview• Downloads• Documentation• Flashes and Alerts for
specific products • Forums• Planning information• Product installation• Product news• Product usage• Open a Service Request• STE (Support Technical
Exchange) training• Create notifications such
as RSS feeds or subscribe to APARs
• Training• And much more
http://www.ibm.com/support/entry/portal
http://www.ibm.com/support/entry/portal
How to Find the Current Version of a Product
This will also help you know the end of support date for a product version
IBM Support Tips and Tricks for AF Products 17
Product Support Lifecycle http://www-306.ibm.com/software/info/supportlifecycle/list/t.html
The IBM Software Support Lifecycle web page provides you will important information about the available versions of a product and the date that the version will no longer be supported, if such a date has been identified.
IBM supports each product version for a minimum of three years and will announce an end-of- support date at least one year before support ends.
http://www-306.ibm.com/software/info/supportlifecycle/list/t.html
How to Find a Preventive Service Plan (PSP)
This will give you information about the latest product maintenance and
known issues
IBM Support Tips and Tricks for AF Products 19
http://www-1.ibm.com/support/docview.wss?uid=swg21201593
Locating Product PSP Buckets
The Preventive Service Plan – or PSP – is a valuable tool when applying maintenance or upgrading a product.
Each AF product has its own PSP bucket of information. To learn more about PSP buckets, review this web page.
To locate the PSP bucket for a specific AF product, follow the steps on the next few pages.
http://www-1.ibm.com/support/docview.wss?uid=swg21201593
IBM Support Tips and Tricks for AF Products 20
https://techsupport.services.ibm.com/server/390.psp390Use the web address on the right to reach the PSP search panel.
On the PSP search panel, type “OMEGACENTER Gateway”. Since all of the z/OS-platform AF products include OMEGACENTER Gateway as a component, the search results list includes the PSP buckets for all of the products in the AF family (as shown in the search results screen on the next page).
Searching for AF Product PSPs
https://techsupport.services.ibm.com/server/390.psp390
IBM Support Tips and Tricks for AF Products 21
AF Product PSP Bucket List
Click on any of the links to see the content of the PSP bucket for that product (as seen on the next page).
IBM Support Tips and Tricks for AF Products 22
AF/OPERATOR PSP Details
You can use the scroll bar to read through all of the information in the document or click on any of the section links shown in purple on this screen to navigate directly to that section of the PSP.
Using IBMlink to Open an Electronic Technical Response
(ETR)This will help you open and track the status of a product problem
IBM Support Tips and Tricks for AF Products 24
http://www.ibm.com/ibmlink
IBMLink Sign In
IBMLink provides you with the ability to submit and track a Problem Management Record (PMR) to receive an Electronic Technical Response (ETR) for any of the AF products.
IBMLink also provides access to other technical information including PSPs and PTFs.
To use IBMLink, logon at the web page shown. If you are logging on for the first time, use the Register link to create an IBMLink user ID and password.
http://www.ibm.com/ibmlink
IBM Support Tips and Tricks for AF Products 25
My IBMLink Customized Desktop
http://www-306.ibm.com/ibmlink/link2/portal/portalPage.jsp?refreshIndex=
Once you’ve logged onto IBMLink, you can customize the My IBMLink page to display the links that you use most often.
http://www-306.ibm.com/ibmlink/link2/portal/portalPage.jsp?refreshIndex=
IBM Support Tips and Tricks for AF Products 26
List ETR Records
Click on the “Electronic Technical Response (ETR)” link to view your current active problem records or to open a new problem record.
You can use the “user keyword,” “customer ID,” and “Search argument” fields to narrow the list, but it’s not necessary. You can simply click the Search button to view the entire list.
IBM Support Tips and Tricks for AF Products 27
ETR Search Results
Click on the “Electronic Technical Response (ETR)” link to view your current active problem records or to open a new problem record.
You can use the “user keyword,” “customer ID,” and “Search argument” fields to narrow the list, but it’s not necessary. You can simply click the Search button to view the entire list.
IBM Support Tips and Tricks for AF Products 28
APAR and PTF Tracking List
Click on the “Automatic Status Tracking (AST)” link on the My IBMLink desktop to view (or add to) a list of APARs and PTFs that are of interest to you. By clicking on the APAR or PTF number, you will see detailed information about the status of that APAR or PTF.
When items in your tracking list are updated, you will receive an e-mail notification alerting you to the new information.
IBM Support Tips and Tricks for AF Products 29
Add Items to Tracking List
To add new APAR or PTF numbers to your tracking list, click on the “Add item(s)” link on the left side of the panel. Then supply the item numbers in the box and click the Submit button.
IBM Support Tips and Tricks for AF Products 30
Alternate PSP Locator
Although you can find PSP information directly on the IBM Support web pages, you can also see the same PSP information within IBMLink.
To find a PSP bucket, click on the “Preventive Service Planning (PSP)” link on the My IBMLink desktop. The supply information about the PSP that you wish to view. Use the information on the next page as a reference to the Upgrade and Subset names for the AF products.
IBM Support Tips and Tricks for AF Products 31
AF Upgrade and Subset NamesTo make your PSP search easier and faster within IBMLink, use the following Upgrade and Subset names.
Product Upgrade Name Subset NameIBM Tivoli OMEGACENTER Gateway for MVS
AFOPAO340 AKOG340
IBM Tivoli AF/OPERATOR AFOPAO340 AKAO340
IBM Tivoli AF/Integrated Resource Manager (AF/IRM)
AFRMAU500 AKAU500
IBM Tivoli Alert Adapter for OMEGACENTER Gateway
OMGWAM150 AKAM150
Process to Download a Software Product
This example shows you how to download the latest release of AF/REMOTE (now known as SA IOM), but this same process applies to any product that
you are entitled to receive
IBM Support Tips and Tricks for AF Products 33
Access IBM Web Membership (IWM) Electronic Download Site
Go to the IWM site. If you have an IBM Support user ID, click the sign in button.
If you do not have an ID, click the Register link to obtain one and then come back to this step.
https://www14.software.ibm.com/webapp/iwm/web/preLogin.do?source=omegamon
https://www14.software.ibm.com/webapp/iwm/web/preLogin.do?source=omegamon
IBM Support Tips and Tricks for AF Products 34
Sign In to IWM
Type your IBM Support user ID and password, then click the Submit button.
IBM Support Tips and Tricks for AF Products 35
Step 1: Initiate Download Process
This is step 1 of 3.
Review your personal information and then scroll down to the bottom of the page.
(continued on next slide)
IBM Support Tips and Tricks for AF Products 36
Supply Customer Number
Type your IBM DSW customer number and select the country where your company is located.
Click Submit.
IBM Support Tips and Tricks for AF Products 37
Step 2: Select Products
In the Offering list, click the radio button for “IBM Tivoli AF/REMOTE.”
Scroll to the bottom of the page and click the Continue button.
IBM Support Tips and Tricks for AF Products 38
Step 3: Accept Terms
Click the “I agree” link to begin the download. You will see the pop- up window that appears on the next slide.
If you would like, you can also click on the “I agree” link for Tivoli Documentation to download the current documentation CD.
IBM Support Tips and Tricks for AF Products 39
Download Products
Save the zip file to a directory of your choice. Extract the contents of the zip file and install AF/REMOTE as indicated in the product documentation.
Repeat the process for any additional products that you wish to download.
Product Maintenance
A word about the level-set PTFs
IBM Support Tips and Tricks for AF Products 41
Why Level-Set PTFs?• Beginning at the time IBM acquired Candle Corporation, all product
PTF names changed to conform to IBM standards. In order to complete this transition, we needed to establish a point in time after which all maintenance would carry the IBM naming conventions. This point in time is the level-set maintenance for each product.
• Why is this important to you? It is important because most IBM maintenance for the AF products is built on the level-set PTFs for that product. You must install the level-set PTFs (see list on next page) before you will be able to install most additional product maintenance.
• Please be aware that the level-set PTFs contain extensive and explicit documentation and ++HOLD information. Please read the PTF header carefully and completely before applying the PTFs.
IBM Support Tips and Tricks for AF Products 42
FMID Product PTFsAKAM150 IBM Tivoli Alert Adapter for OMEGACENTER
Gateway v150UA14490
AKAO320 IBM Tivoli AF/OPERATOR v320 UA14811 and UA14865
AKAO340 IBM Tivoli AF/OPERATOR v340 UA14568 and UA14771
AKAT320 OMEGACENTER Status Manager v320 UA14188
AKAT340 OMEGACENTER Status Manager v340 UA14478
AKAU400 IBM Tivoli AF/Integrated Resource Manager (AF/IRM) v400
UA14776, UA14778, UA14942, UA14943, and UA14944
AKAU500 IBM Tivoli AF/Integrated Resource Manager (AF/IRM) v500
UA14777, UA14779, UA14945, UA14946, and UA14947
AKOG320 IBM Tivoli OMEGACENTER Gateway v320 UA14564, UA14915, and UA14949
AKOG340 IBM Tivoli OMEGACENTER Gateway v340 UA14565, UA14885, and UA14950
Automation Level-Set PTFs
IBM Support Tips and Tricks for AF Products 43
Compatibility Level
APAR PTFs
z/OS v1.4.2 None Candle OG PTF QOG4602; now only available as part of the IBM level-set PTFs (see the previous slide for details)This z/OS 1.4.2 link contains more information.
z/OS v1.6 OA13193 (OG)OA14268 (AF/IRM)
OMEGACENTER Gateway PTF UA20795 or AF/IRM PTF UA22801 (see z/OS 1.6 link )
z/OS v1.7 None No maintenance required beyond z/OS v1.6 above
z/OS v1.8 OA17208 UA27884 (OG340) and PTF UA27883 (OG320)
z/OS v1.9 OA20386, OA22649, OA21085, OA21695 (OG)OA21858 (AF/IRM)
OMEGACENTER Gateway PTFs: UA33312, UA37105, UA34370, and UA35758 or AF/IRM PTF UA35886
z/OS v1.10 OA26844 OMEGACENTER Gateway PTF: UA44070
z/OS v1.11 OA29149, OA31775 OMEGACENTER Gateway PTFs: UA47948, UA52245
z/OS v1.12 OA32300 OMEGACENTER Gateway PTF: UA53173
Automation Compatibility Maintenance (1 of 2)
Note: Compatibility maintenance must be applied to OMEGACENTER Gateway Version 340 or AF/IRM Version 500
http://www-1.ibm.com/support/docview.wss?rs=2101&context=SSRJ25&dc=DB520&uid=swg21229740&loc=en_US&cs=utf-8&lang=enhttp://www-1.ibm.com/support/docview.wss?rs=2149&context=SSRMRD&context=SSC6ML7&context=SSRJ24&context=SSCYS36&context=SSRMPA&context=SSC6MLB&context=SSRJ5K&context=SSRHXC&dc=DB520&uid=swg21240410&loc=en_US&cs=utf-8&lang=en
IBM Support Tips and Tricks for AF Products 44
Compatibility Level
APAR PTFs
IMS v9.1 None (OG)OA10165 (AF/IRM)
Candle OG PTF QOG4579; now only available as part of the IBM level-set PTFs (see the previous slide for details)AF/IRM PTF UA15829
IMS v10 OA18311, OA29375OA23640 (AF/IRM)
OMEGACENTER Gateway PTFs: UA29515, UA48066AF/IRM PTF UA39681
IMS v11 OA30941OA32997 (AF/IRM)
OMEGACENTER Gateway PTF: UA50968AF/IRM PTF UA54200
JES3 on z/OS 1.7 OA14603 AF/IRM PTF UA23553
JES3 on z/OS 1.8 OA20573 AF/IRM PTF UA33724
JES3 on z/OS 1.10 OA27977 AF/IRM PTF UA46001
JES3 on z/OS 1.11 OA29302 AF/IRM PTF UA47966
JES3 on z/OS 1.12 OA32263 AF/IRM PTF UA53373
Note: Compatibility maintenance must be applied to OMEGACENTER Gateway Version 340 or AF/IRM Version 500
Automation Compatibility Maintenance (2 of 2)
IBM Support Tips and Tricks for AF Products 45
The Latest Product MaintenanceThe Support team maintains a list of the latest maintenance for each of the automation products in a Flash (Alert) on the product Support web page. You can find this information at the following links.
• AF/Integrated Resource Manager (AF/IRM) List of Latest PTFshttp://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliAFIntegratedResourceManager.html
• AF/OPERATOR List of Latest PTFshttp://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliAFOperator.html
• OMEGACENTER Gateway List of Latest PTFshttp://www-306.ibm.com/software/sysmgmt/products/support/TivoliOMEGACENTERGatewayonzOS.html
http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliAFIntegratedResourceManager.htmlhttp://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliAFOperator.htmlhttp://www-306.ibm.com/software/sysmgmt/products/support/TivoliOMEGACENTERGatewayonzOS.html
How to Locate Product Documentation
IBM Support Tips and Tricks for AF Products 47
How to Locate Product Documentation
http://publib.boulder.ibm.com/tividd/td/tdprodlist.html#A
The IBM Software Information Center contains the publication libraries for each of the products.
You will find many of the product names under the A heading and the remainder under the O heading. Click on the product name link to see the specific documents within the library. Most can be quickly downloaded in PDF format.
http://publib.boulder.ibm.com/tividd/td/tdprodlist.html#A
IBM Support Tips and Tricks for AF Products 48
Technical Supplements: CCR2 Tech Tipshttp://www-306.ibm.com/software/tivoli/features/ccr2
IBM continues to publish the Candle Computer Report (CCR2). It provides information about zSeries best practices, tips, and trends. You will find technical tips about the automation products in most issue of the CCR2.
You can view the tech tip in the current issue and any issue in the archive by clicking on the “Tech tip” and “Archive by category” links.
http://www-306.ibm.com/software/tivoli/features/ccr2
How to Locate Product Training and Education
IBM Support Tips and Tricks for AF Products 50
How to Locate Product Training and Education
http://www-306.ibm.com/software/tivoli/education/edu_prd.html
The IBM Software Training web page contains information about classroom and self-paced training courses available.
You will find many of the product names under the A heading and the remainder under the O heading. Click on the product name link to see the specific courses that are available.
http://www-306.ibm.com/software/tivoli/education/edu_prd.html
How to Obtain Sample AF Product Code and Usage Tips:
The USERS (User-Supplied Examples, Routines, and Samples) CD
IBM Support Tips and Tricks for AF Products 52
USERS CD
• The IBM AF Customer Advisory Committee collects and distributes a CD of samples for the AF product family
• The USERS CD contains:– Code– Tech tips (articles)– Presentations– Customer profiles
• To request a copy of the CD, send your name and address to the contact on the last slide of this presentation
Exchanging Ideas with Other Automation Customers: Yahoo
Discussion Groups
IBM Support Tips and Tricks for AF Products 54
Technical Discussions with Other Customers
http://groups.yahoo.com
The Yahoo discussion groups provide a forum for discussing technical issues with your peers. You are encouraged to post questions and respond to topics posted by others.
The discussion groups are by invitation only to licensed customers. If you have not received an invitation, simply send an e-mail to the contact at the end of this presentation and we will send an invitation out to you.
http://groups.yahoo.com/
IBM Support Tips and Tricks for AF Products 55
Annual Automation User Conferencehttp://www-304.ibm.com/jct03001c/services/learning/ites.wss?pageType=page&c=a0003826
The Automated Operations Technical Council (AOTC) is the annual user conference for those interested in presentations, technical discussions, workshops, and product demonstrations about data center automation solutions.
This is your opportunity to learn what's new in the world of system automation and about how your automation peers are using automation solutions to solve real-world business problems.
http://www-304.ibm.com/jct03001c/services/learning/ites.wss/us/en?pageType=page&c=a0003826
IBM Support Tips and Tricks for AF Products 56
Summary• The IBM AF Customer Advisory Committee hopes that this material
is valuable to you. It is intended to be a living reference so please help us keep it alive by telling what you found useful, what was not useful, and what you would like to see in the next version.
• Please provide your feedback to:– Allison Ferguson– fergusoa@us.ibm.com– 512.286.2214
mailto:fergusoa@us.ibm.com
IBM Support Tips and Tricks for the AF Product SuiteObtaining Support Should Be EasyPurposeTopicsContacting IBM SupportSoftware Support HandbookContacting IBMCustomer ESW and DSW NumbersAF Product Names and NumbersElectronic Support ResourcesProduct Overview and Support Link Technical Reference by ProductFiltering Product InformationIBM Software Support Toolbar IBM Support PortalHow to Find the Current Version of a ProductSlide Number 17How to Find a Preventive Service Plan (PSP)Slide Number 19Slide Number 20Slide Number 21Slide Number 22Using IBMlink to Open an Electronic Technical Response (ETR)Slide Number 24Slide Number 25Slide Number 26Slide Number 27Slide Number 28Slide Number 29Slide Number 30AF Upgrade and Subset NamesProcess to Download a Software ProductAccess IBM Web Membership (IWM) Electronic Download SiteSign In to IWMStep 1: Initiate Download ProcessSupply Customer NumberStep 2: Select ProductsStep 3: Accept TermsDownload ProductsProduct MaintenanceWhy Level-Set PTFs?Automation Level-Set PTFsAutomation Compatibility Maintenance (1 of 2)Automation Compatibility Maintenance (2 of 2)The Latest Product MaintenanceHow to Locate Product DocumentationHow to Locate Product DocumentationTechnical Supplements: CCR2 Tech TipsHow to Locate Product Training and EducationHow to Locate Product Training and EducationHow to Obtain Sample AF Product Code and Usage Tips:�� The USERS (User-Supplied Examples, Routines, and Samples) CDUSERS CDExchanging Ideas with Other Automation Customers: Yahoo Discussion GroupsTechnical Discussions with Other CustomersAnnual Automation User ConferenceSummary