IBM Support

MustGather for IBM Sterling Order Management: Issues with MQ integration

Troubleshooting


Problem

MustGather information aids in problem determination and saving time while resolving cases. IBM Order Management Support can better understand your problem if all the information requested in MustGather is provided upfront.

Resolving 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 the IBM Software Support Handbook.

A. Please provide answers to all of the following, before you gather problem specific information requested in part B.
Note: To diagnose performance issues on a IBM Order Management Software Certified Containers environment, refer to this page instead.
  1. Share the environment specific information below:
    • OS Version
    • Database
      • Type (i.e. DB2, Oracle)
      • Version
      • Fix Pack
    • Application Server
      • Type (i.e. Jboss, Oracle WebLogic, WAS)
      • Version
      • Fix Pack
  2. Share detailed steps to recreate the problem along with supporting screenshots and/or a recording of the problem if possible.
  3. Please highlight the Observed Vs Expected behavior.
  4. Provide the Business Impact along with any timelines impacted due to the reported issue.
  5. Which environment(s) is the issue seen? Is the behavior only reproduced in Production or other lower environments too?
  6. Since when is the issue seen on your end? Share timestamps.
  7. Is the problem specific to a particular user or are all users impacted? Any other patterns observed such as specific items, nodes or enterprise etc?
  8. Is this a new flow being tested or was this working before?
  9. 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?
    • Please share the product version in use including the Fix pack (Minor version) level. You can get this using one of the options below:Screenshot of the About box through Application console. This can be opened, by clicking on the IBM icon on the right hand side of the console screen.
      • 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.
 
 


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How to submit diagnostic data to IBM Support

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General IBM Support hints and tips

Here you can find a list of useful links for IBM MQ and the Support processes:


 

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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":"a8m0z000000cy06AAA","label":"Services and MQ"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"SaaS"}]

Document Information

Modified date:
01 July 2023

UID

ibm16601091

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