Troubleshooting resources

Several resources are available to help you troubleshoot issues with Rational solution for Collaborative Lifecycle Management (CLM) products, including product documentation, technical articles, and user forums. The information listed below serves as a general guide to help direct you toward those resources.

General information

Product documentation

The product documentation provides information to help with general troubleshooting. See Help information centers for details, or these links for specific product versions.

• About the Rational Quality Manager Knowledge Center

• About the Rational Requirements Composer Knowledge Center

• About the Rational Team Concert Family of Products Knowledge Centers

Technical articles

• Jazz.net articles

• Support-generated technotes

Forums

User forums are always a great place to search as there are many issues that have been addressed by other users who are sharing their research on the Jazz.net forum.

• Jazz.net forum

Data collection

• You can use the IBM Support Assistant Lite (ISA Lite) Data Collector tool to quickly collect diagnostic files, such as log files, configuration files or to run traces. This tool is bundled with CLM 4.x and above. ISA Lite collects information about your Jazz Team Server environment and stores the information in a .zip archive file. If you have a need to open a service request with IBM Rational Support for further assistance, you can send the archive file with the data collection so that they can help diagnose and fix problems.

• Collecting Data: Solving Rational Quality Manager issues

• Knowledge Collection: MustGather documents for Rational Collaborative Lifecycle Management products

Rational Support resources

If you are unable to resolve your issue using the online resources that are available, you might need to open a Service Request with Rational Support.

If you can reproduce the problem, record the step to reproduce using Problem Steps Recorder utility (Windows only).

Performing an Initial Assessment will help provide some guidance in isolating the cause.

Rational Support resources: http://www.ibm.com/support/docview.wss?uid=swg27020747

Related topics:

• ELM Support Case Severity Definitions: https://www.ibm.com/support/pages/node/739151

• Debugging of customized code and APIs by ELM Support: https://www.ibm.com/support/pages/debugging-customised-code-and-apis-clm-support

• How technical questions (Q&A) are handled by IBM Support: https://www.ibm.com/support/pages/questions-handled-ibm-support

External links:

• None

Additional contributors: None