IBM Support Tips and Tricks for the AF Product Suite · 2020. 10. 19. · IBM Support Tips and...

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?


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


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


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


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


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


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


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/


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



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.




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 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


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


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


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


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).


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


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


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=


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.


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.


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.


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.


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.


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


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


Sign In to IWM

Type your IBM Support user ID and password, then click the Submit button.


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)


Supply Customer Number

Type your IBM DSW customer number and select the country where your company is located.

Click Submit.


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.


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.


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


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.


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


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


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





Note: Compatibility maintenance must be applied to OMEGACENTER Gateway Version 340 or AF/IRM Version 500

Automation Compatibility Maintenance (2 of 2)


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


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


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


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


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


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/


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


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– [email protected]– 512.286.2214

mailto:[email protected]

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

IBM Support Tips and Tricks for the AF Product Suite · 2020. 10. 19. · IBM Support Tips and...

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Transcript of IBM Support Tips and Tricks for the AF Product Suite · 2020. 10. 19. · IBM Support Tips and...