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Mustgather: Collecting data to diagnose issues with IBM Process Mining Traditional Installations

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This document describes the general information and diagnostic data needed to start troubleshooting issues related to IBM Process Mining traditional installations (Linux)
Please ensure your installation meets the minimum system requirements:
For example; https://www.ibm.com/docs/en/process-mining/1.14.1?topic=installation-system-requirements

1: Provide a detailed description of the problem and your environment
  • Confirm your environment type - 
    • Is on-prem installed in traditional Linux or Openshift? 
    •  SaaS: In this case, we need to know the specific URL of your tenant
    • Private cloud: In this case we need to know whether you installed PM on Openshift or on a "traditional" Linux
    • Which Process Mining version are you using?
  • Provided a detailed description of your issue. Include screen captures and re-create steps if possible.
  •  Is it an intermittent or recreatable issue? Has this always been an issue or an issue that started only after a change occurred?
  •  What is the business impact? Should we be aware of any deadlines impacted by the issue?
  • Provide a reference to the documentation being followed for the failing operation
  • Which operating system are you using?
  • Which database version are you using?
2: Gather the following configuration and log information for On-Premise Environment 
  1. Capture following configuration files for Process Mining: 
    • <PM_HOME>/bin/environment.conf
    • <PM_HOME>/etc/processmining.conf
    • <PM_HOME>/etc/accelerator-core.properties
  2. Note server details:
    • Deployment type: "native" / "on container" (openshift)
    • CPU (number and type of CPU of the server)
    • Memory size
    • Disk type (SSD / not SSD) and size
For Process Mining issues, capture and provide the following log information:
  1. IBM Process Mining application logs 
    • <PM_HOME>/repository/logs directory
  2. Application Server logs 
    • <PM_HOME>/jetty-web/logs/
    • <PM_HOME>/jetty-engine/logs/
    • <PM_HOME>/jetty-analytics/logs/
    • <PM_HOME>/jetty-monitoring/logs/
  3. Web Server logs (NGINX, for web access monitoring) 
    • /var/log/nginx/access.log
    • /var/log/nginx/error.log
 
3: Provide your process and/or data snapshot
Provide the data you used to import in Process Mining and steps to re-create the issue.
  • Eventlog (csv file) with data 
  • Process configuration backup (idp file) with all the configurations of the project in the PM solution
4: Collect Browser data for UI issues
For console or web application usage issues, capture the following browser data:
  1. Review the log files and traces at the time of the problem to try to determine the source of the problem.
  2. Check these locations for known issues: Search in the Cloud Pak for Automation Support Page. 
  3. Review the Product Docs:  https://www.ibm.com/docs/en/process-mining 
  4. Once you completed gathering all the needed information and diagnostics, you can add them to your case. Alternatively, you can upload files to EcuRep. For more information, see Enhanced Customer Data Repository (ECuRep) - Overview.

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Document Information

Modified date:
22 September 2023

UID

ibm16390990

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