Use Case Examples - Service - IBM BS029ML - WebSphere Portal Server Self Help Manual

Once the tool plug-in has been installed, the tool will be listed under the Tools feature, as
shown in Figure A-11.
Figure A-11 Available tools
For further details about the individual features offered by ISA refer the document, "The
Support Authority: Getting help from the IBM Support Assistant", found at:
http://www.ibm.com/developerworks/websphere/techjournal/0706_supauth/0706_supauth.
html

Use case examples - Service

The Service feature provides two very important functions:
Proactively collects logs using the embedded Automated Problem Determination
(AutoPD) log collection mechanism
Opens new PMRs through the embedded Electronic Service Request (ESR) mechanism
The Service feature should be used once all other efforts to resolve or rediscover the current
problem using previously discussed self-help techniques have been exhausted. If these
self-help efforts do not identify the solution, then the next step is to formally engage
WebSphere Portal Server support through the PMR process.
Once it is determined that a new PMR should be opened, you should first collect the logs.
Once the logs are collected, create the PMR and attach the logs to the new PMR.
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IBM WebSphere Portal V6 Self Help Guide