IBM Support

MustGather for IBM Sterling Order Management: Order processing issues

Troubleshooting


Problem

MustGather information aids in problem determination and saves time to resolve cases. If all of the information requested in this MustGather is provided upfront, IBM Sterling Support will better understand your problem.
 
After the diagnostics are captured, this document will also guide you on how to share the data with IBM Support.

Diagnosing The Problem

Gathering information to open a support ticket

A valid IBM customer number, contact name, email address, and phone number are important to validate the entitlement and contact information.
Refer to the section "Accessing Software Support" in the IBM Software Support Handbook to have the full list of information necessary to open a support ticket.

To determinate the correct Severity of your concern for your business, refer to the IBM Software Support Handbook.

A. Provide answers to all of the following before you gather problem-specific information requested in part B.

  1. Share detailed steps to re-create the problem along with supporting screenshots and/or a recording of the problem if possible.
  2. Highlight the Observed Vs Expected behavior
  3. Provide the Business Impact along with any timelines impacted due to the reported issue
  4. Which environment/s is the issue seen? Is the behavior only reproduced in Production or other lower environments too?
  5. Since when is the issue seen on your end?
  6. Is the problem-specific to a particular user or are all users impacted? Any other patterns observed such as specific items, nodes, or enterprise?
  7. Is this a new flow being tested or was this working before?
  8. Are there any recent changes in the impacted environment such as a custom deployment, Fix pack (Minor version), or Major version upgrade that you think might have caused this issue?
  9. Share the product version in use along with the Fix pack (Minor version) level. You can get this using one of the following options:
  • Screenshot of the About box through Application console. This can be opened, by clicking the IBM icon on the right side of the console screen OR
  • Go to the <INSTALL_DIR>/properties folder, look up (ls -ltr *version*.*) versoninfo files listed below and share over the case:
    • versioninfo.properties_isc_ext
    • versioninfo.properties_isf_ext
    • versioninfo.properties_wsc_ext
    • versioninfo.properties_ysc_ext
    • offeringversioninfo.properties (Applies to Docker based setup/OMoC customers)
    • Self-service tool (For OMoC customers).

 
B. Navigate to the problem or issue type that best describes your situation. This lists the diagnostics that IBM Support team requires to review your problem. If your problem is related to Inventory functionalities rather than Order processing, refer to the Global Inventory Visibility (GIV) or Inventory Visibility (IV) MustGathers based on the Inventory backend in use.
    

Order Fulfillment

    
        
  1. Is there any custom code involved in this use case?  If so, are you able to re-create the problem with the OOB code as well?
  2. Do you have any pre-releases installed in this environment?  If so, which ticket did you get the pre-releases from? 
  3. Are you using any User Exits? If yes, provide more details as follows:
    • Provide the list of current User Exits that are implemented and if any custom code is used around it
    • Share the User exit configurations screenshots highlighting the flow of the UE
  4. Is the problem reproducible without the User exit?
  5. Capture the following details as you re-create this issue and capture the Verbose trace:
    • Share the screenshot of the Scheduling rule. Here's how you navigate to it: Open Application Manager, then go to Action menu ->DOM->Cross Application->Order Promising->Sourcing and Scheduling->Scheduling Rules
    • Sourcing rules (Shipping and Delivery rules) configuration screenshots.
    • Node level control configuration screenshots. Navigation to capture these screenshots: Open Application Manager > Application Platform > Participant Modeling > Participant setup > Search for the node and open it > go to Roles & Participation > Node attributes > Sourcing/Scheduling
    • If procurement-related problem, provide us with the procurement rules configuration screenshots. Here's how you navigate to it: Open Application Manager, then go to Action menu ->DOM->Cross Application->Order Promising->Sourcing and Scheduling->Procurement->Sourcing rules)
    • Go to GIV level in Application Manager and send us the supply and demand type configurations.
    • Navigate to Distributed Order Management (DOM) -> Document specific -> PO/SO -> Fulfillment - > Share the screen captures for all the three tabs listed under Status inventory types
    • Share the screenshot of the Inventory Summary for the problematic item/SKU's inventory details. Make sure, you select Consider all nodes and All inventory options under the segmentation.
     
      

Capacity

     
        
  1. Confirm if you are consuming the capacity with or without reservations?
  2. Share the Node capacity properties and their respective values through the screenshots. If there are slots configured for the nodes, share the screenshots of the slots as well
  3. Capture the Screenshots of configuration of Sourcing Rule (Open Application Manager, then go to the Action menu ->DOM->Cross Application->Order Promising->Sourcing and Scheduling then select the relevant option to get the Sourcing rule & Distribution group (DG) configuration)
  4. If you have configured carrier services, then share the screenshot of carrier service details and screenshot of carrier Pick up schedule list. Navigate to Participant setup > Roles & Participation > Node Attributes, click on Sourcing/Scheduling tab on the right side to capture Carrier Pickup Schedules
  5. Also, share the calendar Details.
   
    

Item Based Allocations (IBA)

    
        
  1. If order reallocation is incorrect:
    • IBA Rules: Make sure, the Use Item Based Allocation rule is enabled. Item and node needs to have Item Based Allocation Allowed enabled.
    • IBA Holds: A hold type is required to be setup for the change order line reservations modification type so that the order can be placed on hold for rescheduling.
    • Logs of IBA run: Share the VERBOSE trace of the IBA run executed.
  2. Specific supplies are not considered for triggers: Share the Verbose trace for the complete flow, while the issue is being reproduced.
  3. Inventory picture incorrect post-IBA run: Share the current configuration for IBA rules, Verbose trace while the issue is being reproduced and the inventory picture pre and post-IBA run.
    
    

Purge

    
        
  1. Share the Purge Agent configuration. You can Navigate to the following path - Application Manager > App Platform > Process Modeling > right click on Order Fulfillment under Process Types Swimline and click on Details > transactions tab on the lower left hand side corner > Purge
  2. Provide a screen capture of the Purge Criteria list for the relevant Document type (SO, TO) : Navigate to Application Manager > Distributed Order Management (DOM) > Document Specific > Pick the relevant Document type (for example,  Sales Order) > Purge Criteria
  3. How often is the purge agent is being triggered?
  4. Share the Verbose logs for the purge agent, while its been executed.
    
 
 

How to submit diagnostic data to IBM Support

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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":"IBM Sterling Order Management"},"ARM Category":[{"code":"a8m0z000000cy00AAA","label":"Orders"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"10.0.0;SaaS"}]

Document Information

Modified date:
31 December 2023

UID

ibm16595283

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