IBM Support

MustGather for IBM Order Management Software Certified Containers: Functional Issues

Troubleshooting


Problem

This document helps you collect and share data required to diagnose Functional issues with IBM Order Management Software Certified Containers with IBM Support.

Diagnosing The Problem

Collecting the Data
1. Review MustGather for Environment Data and attach all requested diagnostics to the case.

2. Which environment(s) exhibits the issue? Are you able to reproduce this in Integrated Developer Toolkit(DTK) or Customization Runtime? 
3. Additionally depending on nature of the functional issue encountered, provide the diagnostics requested below -

IBM Store or Call Center for Commerce 
Provide the below details from IBM Store or Call Center for Commerce applications(depending on which application the issue is seen) -
  • Foundation and IBM Store/Call Center Version and Fix Pack Info
  • Provide the detailed steps to reproduce the problem along with screen prints and API inputs(if any).
  • Details of any User Exit(UE) configured
  • Apply VERBOSE tracing on the Application(set Component Type as Web UI framework Console and Component Name as WUFAll)
    •  Video that illustrates how to put components on trace
    • Note:  VERBOSE trace is not suitable for the production environment. If you are only able to reproduce the issue on production, then consider single user test with UserTracing enabled instead of Web UI framework Console and Component Name as WUFAll. 
  • Provide details of any particular configuration(along with the screen prints) that needs to be set or enabled to reproduce the problem. 
  • If the problem involves an error message on the UI, capture the HAR file . Steps to generate the HAR file is mentioned here.
  • web.xml of IBM Store or Call Center application 

IBM Sterling Business Center 
  • Foundation Version and Fix Pack Info
  • Provide the detailed steps to reproduce the problem along with screen prints and API inputs(if any).
  • Apply VERBOSE tracing on the Application(set Component Type as Web UI framework Console and Component Name as BusinessCenter)
  • If the problem involves an error message on the UI, capture the HAR file . Steps to generate the HAR file is mentioned here.
  • web.xml of sbc.war
API

  • Foundation Version and Fix Pack Info.
  • Provide the detailed steps to reproduce the problem along with screen prints and API input.
  • For issues observed in the Production environment, please confirm if the same is seen in the lower environment as well.
  • Details of any User Exit(UE) configured.
  • Disable any related Event or UE and confirm if the issue is replicated post this.
  • Apply VERBOSE tracing on the Application(set Component Type as API and Component Name as API Name).
  • Provide details of any particular configuration(along with the screen prints) that needs to be set or enabled to reproduce the problem. 
  • customer_overrides.properties file if the issue is seen in docker deployment
    • If properties are managed via database (PLT_PROPERTY table), then please share the export of the PLT_PROPERTY table.
      • SELECT * from PLT_PROPERTY
REST API

  • Foundation Version and Fix Pack Info.
  • Provide the detailed steps to reproduce the problem along with screen prints and REST API input.
  • For issues observed in the Production environment, please confirm if the same is seen in the lower environment as well.
  • Details of any User Exit(UE) configured.
  • Disable any related Event or UE and confirm if the issue is replicated post this.
  • Apply VERBOSE tracing on the Application(set Component Type as API and Component Name as API Name).
  • Provide details of any particular configuration(along with the screen prints) that needs to be set or enabled to reproduce the problem. 
  • Details of the authentication mechanism used for integration
  • web.xml file of Foundation WAR
  • customer_overrides.properties file
    • If properties are managed via database (PLT_PROPERTY table), then please share the out of the following query: 
      • SELECT * from PLT_PROPERTY WHERE BASE_PROPERTY_NAME like '%servlet.authstyle %' with ur;
Agent and Integration Server

  • Foundation Version and Fix Pack Info.
  • Detailed steps to reproduce the problem along with the Agent or Integration server configuration  screen prints.
  • For issues observed in the Production environment, please confirm if the same is seen in the lower environment as well.
  • Details of any User Exit(UE) configured.
  • Disable any related Event or UE and confirm if the issue is replicated post this.
  • Apply VERBOSE tracing on the Application(set Component Type as Agents(for agent server) or Services(for integration server), select the appropriate Component Name).
  • customer_overrides.properties file
    • If properties are managed via database (PLT_PROPERTY table), then please share the export of the PLT_PROPERTY table.
      • SELECT * from PLT_PROPERTY

How to submit diagnostic data to IBM Support

After you have collected the preceding information, and the case is opened, please see:
Exchanging information with IBM Technical Support

For more details see:

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Document Location

Worldwide

[{"Type":"MASTER","Line of Business":{"code":"LOB59","label":"Sustainability Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SS6PEW","label":"Sterling Order Management"},"ARM Category":[{"code":"a8m0z000000cy0AAAQ","label":"Install and Deploy"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"10.0.0"}]

Document Information

Modified date:
01 October 2021

UID

ibm16485937

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