WebSphere Portal Family wiki: Best Practices for WebSphere Portal: Using IBM Lotus troubleshooting tools: Electronic Service Request, Automated Data Collection, and IBM Support Assistant

IBM® Level 2 L2 Support Teams are able to perform more effective and accurate triage and problem determination if detailed problem descriptions and a complete set of diagnostic data are provided when a PMR is opened. You can do this by following the best practices of using the IBM Electronic Service Request SR, providing detailed problem descriptions, and using Automated Data Collection ADC, to provide a complete set of diagnostic data.

via WebSphere Portal Family wiki: Best Practices for WebSphere Portal: Using IBM Lotus troubleshooting tools: Electronic Service Request, Automated Data Collection, and IBM Support Assistant.

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