Supported Requests

Tasks currently supported in the self service portal are shown in the table below. Tasks in green are currently available. Jump to the description of a task by clicking on it. Customers will receive email notification when tasks are started and when they are completed.

Please note:
Production (PROD) environments are not available in the Self Service Portal during the annual change/freeze period.

Database Tasks

Backup Database

• This service completes a full online database backup for selected environment

• Only the latest 3 backups are retained, with the oldest backup being removed after database backup completes successfully.

Restore Database

• This service will restore a full online backup that has been previously taken using the Backup Database task.

• Supply one of the database backup timestamps from list of available backups

Backflow Database

• This service completes the following steps: Complete a full online backup (counts as one of 3 backups) of source system's database. Copies the database to the target system, stops the target system, completes a full online backup of the target system, restores the database taken from the source system, executes the previously defined post-processing script and starts the target system.

• Both DB2 and Oracle  databases are supported.  Oracle database support is limited to scenarios where where the source database server or target database server are not shared between multiple assets.

• Allows customer to supply a new or updated post-processing script as an attachment to the task. To retrieve a copy of the existing post-processing script or a template (if one does not exist), run the UPLOAD POST BACKFLOW SCRIPT task (see below).

Upload Post Backflow Script

• This task will email a copy of the post-processing script to the requester. If modifications are needed or desired for the post-processing script, attach the updated script when you next run the Backflow Database task.

List Available Backups

• Lists backups taken previously through the Self-Service portal

Retrieve Backup History

• Obtain and send to customer a file containing backup history (can specify number of days) from the target environment’s database server

Run SQL

• Allows execution of a customer supplied SQL file on the target environment’s database server

Run REORG / Runstats  - DB2 only

• The existing action “RUN OFFLINE DB REORG AND RUNSTATS” has been deprecated. Action “DB2 REORG AND RUNSTATS” should be selected instead.

• This action runs one of the following 3 operations depending on user selection

  • Runstats only operation to improve SQL performance. This option updates statistics in the system catalog about tables, view, and indexes. DB2’s query optimizer uses these statistics to improve query performance.  This is the default operation. 

  • Offine reorganization of tablespaces along with runstats operation for the target asset to improve SQL performance and reclaim fragmented disk space. Please note, environment will be unavailable and depending on the size of the database this task may take up to several hours complete. Email updates on task progress are provided every 30 minutes. 

  • Online reorganization of tablespaces along with runstats operation for the target asset to improve SQL performance and reclaim fragmented disk space.  The environment is not stopped for this option. Email updates on task progress are provided every 30 minutes.

• Note: Most cases require only the Runstats operation. Reorganization of tablespaces need only be run if a significant amount of data has been deleted from the database since the last tablespace reorganization.

Export Maximo Database

• This task will export the Maximo database and upload the export to the corresponding SFTP site for download. Only one copy of the exported database will be retained on the SFTP site. Subsequent runs of this task will remove any existing exports.

• Important Note: The site will be unavailable during the export operation and will be restarted upon completion of the database export.

List Long Running Queries

• This task will check the database for queries that have been queued or executing for more than 1 hour. This is primarily used for investigating possible causes for performance issues.

Application Tasks

Start Application Server

• This task can be used to start all servers or a comma delimited list of specified servers

Stop Application Server

• This task can be used to stop all servers or a comma delimited list of specified servers

Restart Application Server

• This task can be used to restart all servers or a comma delimited list of specified servers

Admin Mode Management (Maximo Only)

• Turn Admin Mode On (restarts Maximo Application in Admin Mode)
  (also resolves issues turning on admin mode)

• Turn Admin Mode Off (restart Maximo Application, turning Admin Mode off)
  (also resolves issues turning off admin mode)

Run DB Config (Maximo Only)

• This task stops the Maximo application, runs Maximo configdb process, then restarts Maximo.

• It is highly recommend a backup is performed prior to running this task. This can be performed using the portal. Client must certify they have completed a backup prior to task execution.

Collect Application Server Logs

• This task will collect Application Server logs from the target environment’s application server(s) and upload the logs to the ECuRep (IBM Support) server.

• The requested log start date/time and end date/time can be a maximum of 24 hours apart. You can submit multiple service requests if a log coverage of more than 24 hours is needed.

JVM Dump Collection - (new)

• This task initiates a JVM heap dump. You can either select all servers by checking the “all servers” box, or specify JVMs by listing their individual names separated by commas:
  
  For example: MXServer01,MXServer02
  
  The heap dumps are zipped and copied to the corresponding SFTP site. Only one copy of the heap dump zip file will be retained on the SFTP site. Subsequent runs of this task will remove any existing zip files.

Compliance Reports

Request IBM Cloud SOC2 Type II Report

• This task will initiate a request to IBM Cloud to have a SOC 2 Type II report sent to the customer.
  The following information must be provided in the request:
  - Company Name
  - Recipient First Name
  - Recipient Last Name
  - Recipient Title
  - Email Address
  - Reason for request

• The report will be sent from trust_and_assurance@wwpdl.vnet.ibm.com

• Customer must agree to IBM terms & conditions before downloading