Troubleshooting IBM Case Manager system upgrades

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When you upgrade IBM® Case Manager to IBM Business Automation Workflow, you may encounter problems that need to be resolved.

The problems that you may encounter are described in the following table:

Problem Resolution
An activity workflow cannot be created from a case after installing or upgrading to IBM Business Automation Workflow. See I am unable to create a Business Process Manager activity workflow from a case after installing or upgrading the Business Automation Workflow V19.0.0.3.
Rules fail to deploy when deploying a solution in IBM Business Automation Workflow. See 18.0.0.1, 18.0.0.2, 19.0.0.1, 19.0.0.2, 19.0.0.3 Release Note: Deployment of rules fails during solution deployment in IBM Business Automation Workflow.
Errors when adding users to a role after upgrading to IBM Business Automation Workflow V19.0.0.3 or later. See APAR JR62122 at IBM Fix Central.
Errors when opening existing cases after upgrading IBM Case Manager V5.3.2 to IBM Business Automation Workflow V19.0.0.3 or later. See APAR JR62107 at IBM Fix Central.
The status for a case process instance remains at Started even after it has completed. This problem is encountered after upgrading IBM Case Manager V5.2.1.7 or V5.3.2 to IBM Business Automation Workflow V19.0.0.3 or later. If you upgraded from IBM Case Manager V5.2.1.7, you must first install the fix for APAR JR62226 at IBM Fix Central.

If you are upgrading from an IBM Case Manager environment that is configured with a version of Content Platform Engine that is V5.5.0 or greater but less than V5.5.3, complete the following instructions on the Content Platform Engine server:

  1. Remove any existing Jace*.jar files from the following path:

    was_install_root/profiles/custom_profile_name/installedApps/cell_name/baw-interface.ear/WSCPEService.war/WEB-INF/lib

  2. Copy the Jace.jar file from the directory CPE_install_root/ContentEngine/lib/ to the following directory:

    was_install_root/profiles/custom_profile_name/installedApps/cell_name/baw-interface.ear/WSCPEService.war/WEB-INF/lib

  3. Restart WebSphere® Application Server.
Note: The above three steps for the Jace.jar file need to be repeated on the Content Platform Engine server whenever the Deploy the Content Platform Engine Gateway Service case configuration task is run.
The IBM Business Automation Workflow run time does not function correctly with IBM Content Navigator after upgrading IBM Case Manager V5.2.1.7 to IBM Business Automation Workflow V19.0.0.3 or later. Upgrade IBM Content Navigator to a currently supported release level, such as V3.0.7.
Miscellaneous problems after upgrading IBM Case Manager V5.2.1.7 to IBM Business Automation Workflow V19.0.0.3 or later. Add-on upgrades are required to avoid problems in this particular upgrade scenario. See APAR JR62114 at IBM Fix Central.
When a case solution is promoted, security manifest configuration is applied against the case solution, or manage roles in Case Client is performed, the synchronization of a case solution role with a process team is skipped. You might see a warning message "Team membership synchronization was skipped for the role <role_name>" in the deployment or application server logs. Ensure that a CB_PrimaryQueue attribute is associated with a case solution role. You can follow the information on "Disassociating a role's primary queue" topic and do the reverse steps to add the CB_PrimaryQueue attribute back. Similar information is provided in the Local fix section of APAR JR63344.
Case health after upgrading

After you upgrade to IBM Case Manager to v5.3.2 or a later release, the "Modified On" and "Modified by" properties on completed and active cases are changed to a service account. The update is also causing more events to be generated in to the object store audit event logs, which may affect performance.

IBM Case Manager comes with auditing of events that are associated with changes to a case. More audit event definitions are added to the IBM Case Manager 5.3.x release, if you are upgrading from IBM Case Manager 5.2.x.

 To resolve the issue, do the following steps:

A. Upgrade to IBM Case Manager v5.3.3 IF004 or later. IBM Case Manager 5.3.3 IF004 and later does not automatically enable the "Case Health Analysis Custom Policy" when the "Configure the Case Management Object Stores" Task is run.

B. Disable the Case Health Analysis Custom Policy that is created and enabled during the Case Manager configuration task during the upgrade (to v5.3.2 or later).
  1. Disable the sweep dispatcher at the domain level for IBM FileNet P8 Content Platform Engine.
    1. Log in to Content Platform Engine Administration Console (ACCE), go to the domain tab.
    2. Scroll to and select the Sweep Subsystem tab
    3. Clear the Enable sweeping option
    4. Click Save
  2. Upgrade to IBM Case Manager 5.3.2 or later
  3. Run the required configuration tasks.
  4. Disable the Case Health Analysis Custom Policy on the target object store (TOS)
    1. In ACCE, click the relevant TOS to open new tab.
    2. Find the Case Health Analysis Custom Policy at the following location: [TOS] > Sweep Management > Sweep Policies > Custom Policies
    3. Click Case Health Analysis Custom Policy to open new tab
    4. Clear Enable sweep policy
    5. Click Save
  5. Re-enable the sweep at the domain level
    1. Log in to Content Platform Engine Administration Console (ACCE), go to the domain tab.
    2. Scroll to and select the Sweep Subsystem tab
    3. Check the Enable sweeping option
    4. Click Save
    You can choose to enable 'Case Health Analysis Custom Policy' later if you want to use the Case Health feature. Upgrades to future Fix Packs or interim fixes do not affect the configured state of 'Case Health Analysis Custom Policy'. For example, if the policy was disabled during the upgrade to IBM Case Manager 5.3.2, it remains disabled when you upgrade to IBM Case Manager 5.3.3 or later.