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Once the logs are local, use the login to ESR link to launch the ESR tool to create a new
PMR. During this process, you will be allowed to attach the log collection to the PMR. By
doing this task, the logs will be made available to the support team at the time the PMR is
opened.
For further details about the individual features offered by ISA, refer to the document, "The
Support Authority: Getting help from the IBM Support Assistant". The particularly useful guide
can be found at:
http://www.ibm.com/developerworks/websphere/techjournal/0706_supauth/0706_supauth.
html
IBM support site
The WebSphere Portal Server support site is the backbone of the IBM customer self-help
tools. The IBM support sites are designed to be the main Web resource for support issues for
a given product.
How does the support site help
IBM software solutions provide and maintain a series of Web pages that are designed to offer
information, guidance, and direction to interested readers. Administrators and users of IBM
WebSphere Portal are encouraged to visit and monitor the product support page for not only
the portal product itself but for all the supporting software as well (operating systems,
Application Server, Web server, database, and others) that might be used in your
environment. Familiarity with the product support pages is central to maintaining a robust and
well performing portal.
Examples of information presented include critical updates, scheduled maintenance, tips and
hints, and a central location for other Self-Help initiatives available from IBM.
How can I access the support site
IBM WebSphere Portal's support page is found at:
http://www.ibm.com/software/genservers/portal/support/
Best practices
IBM WebSphere Portal's support page is arranged using the same format as other IBM
software products: highlighted information near the top, core information in the center, and
related information surrounding it on either side. The information surrounding the content
occasionally changes in its presentation, so any static screen captures included in this
section are subject to be outdated following the publication of this Redpaper; however, the key
sections will remain available.
Appendix A. Using IBM tools to find solutions and promote customer self-help
189
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