Catalog

• Catalog APIs

  For issues pertaining to any of the Catalog APIs, capture and share the following diagnostics:

  1. Is the issue observed from the API tester or as part of a service?  If the issue is observed as part of a service, verify the behavior with the same API input from the API tester.
  2. Apply VERBOSE tracing on the Component Type API and Component Name corresponding to the API name where the issue is seen and share the logs. For more information, refer to the video that illustrates how to put components on trace
  3. If the same API call is working fine as part of a different flow or from the API tester, capture the VERBOSE traces for the working scenario as well.

  
  Note: It is not recommended to put VERBOSE traces on the production environment. If you are only able to reproduce the issue on production, then consider single user test with UserTracing enabled instead. 

• Search Catalog Index
  • If the catalog is working fine and there is an issue with the Catalog on the Call Center UI issue, follow the MustGather for IBM Sterling Order Management: Call Center to capture the necessary details and diagnostics for further review.
  • If search is not working, provide the following details/screenshots:
    1. Provide a screenshot of the catalog index status on SBC (Products > Item Catalog Indexes > Manage Item Catalog Indexes).
    2. Provide the corresponding records in YFS_MASTER_CATALOG.  Share the output in .csv format.
    3. Provide the Customer_overrides.properties file (<INSTALL_DIR>/properties directory) to verify the values for catalog-related properties.
    4. Provide the item configuration screenshots by following the steps below:
       • Log on to the Application Console
       • Go to Configuration > Launch Applications Manager
       • Navigate to Catalog Management -> Products -> Item
       • Search for the item the issue is observed with
       • Capture a screenshot for all the tabs on the Item Details screen.

  • If you are having issues adding items to the catalog, provide the following details:
    1. Provide details on how the items are being added to the catalog.  What are the steps being followed?
    2. What is the error observed?  Provide a screenshot of the error.
    3. Provide Verbose logs capturing the issue by following the steps below:
       • Log on to the Application Console
       • Go to System > Launch System Management
       • Click Tools > Trace component. The Trace component window is displayed
       • Select the Component Type and Component Name
       • Select the Trace Level as VERBOSE to get detailed logs.

• Catalog Index Build Issues

  Provide the following details for issues with building the catalog search index:

  1. Is the issue happening with an incremental build or a full build?
  2. Is this the first time that the catalog index is being built? 
  3. Were there any recent changes made to the catalog?  Or any changes to any catalog-related properties?
  4. Is the build failing or does it remain in In Progress status?
  5. Provide a screenshot of the catalog index status on Sterling Business Center (SBC) by following the steps below:
     • Launch Sterling Business Center.
     • From the home page, click Products.
     • Click Manage Item Catalog Indexes under Item Catalog Indexes
     • Take a screenshot of the index list here. 
     • Indicate which index name is having issues in the index list captured.
  6. Provide the corresponding records in YFS_SEARCH_INDEX_PROCESS.  Share the output in .csv format.
  7. Provide the corresponding records in YFS_SEARCH_INDEX_TRIGGER.  Share the output in .csv format.
  8. Provide the Customer_overrides.properties file (<INSTALL_DIR>/properties directory) to verify the values for catalog-related properties.
  9. Provide the Catalog Index agent configuration screenshots from the application manager by following the steps below:
     • Log on to the Application Console
     • Go to Configuration > Launch Applications Manager
     • Navigate to Application Platform > Process Modeling
     • Click on the General tab and then on General under Process Types
     • Click on Catalog Index Build under the list of Transactions
     • Go to the Time Triggered tab and take a screenshot
     • Click on the criteria ID used here and take a screenshot of the Runtime Properties and Criteria Parameters.
  10. Provide Verbose logs capturing the issue by following the steps below:
      • Log on to the Application Console
      • Go to System > Launch System Management
      • Click Tools > Trace component. The Trace component window is displayed
      • Select the Component Type and Component Name for the catalog build agent.
      • Select the Trace Level as VERBOSE to get detailed logs.
      • For more information, refer to the video that illustrates how to put components on trace   

• Catalog Index Customizations

  If you are having issues when trying to customize the catalog search index, share the following details:

  1. Share more details on the exact issue observed along with supporting screenshots.  What is being customized?  What steps were followed to achieve the requirement?
  2. Are there any errors observed or is the desired behavior not working as expected? 
  3. If an error is observed, provide a screenshot of the error.
  4. If the desired behavior is not working as expected, provide a detailed description of the expected behavior and the observed behavior.

• SBC UI 

  For SBC UI-related issues, provide the following information:

  1. Provide a description of the issue observed on the UI along with a screenshot capturing the issue. 
  2. Provide a description of the expected behavior.
  3. Capture the HAR file by following the steps outlined here.
  4. Are there any services identified in the HAR file to be failing or taking too long to load?
  5. Provide Verbose WUFALL and SBC logs capturing the issue by following the steps below:
     • Log on to the Application Console
     • Go to System > Launch System Management
     • Click Tools > Trace component. The Trace component window is displayed
     • Click Add and select the Component Type as web UI framework Console and Component Name as BusinessCenter.
     • Select the Trace Level as VERBOSE to get detailed logs.
     • Click Add and select the Component Type as web UI framework Console and Component Name as WUFALL.
     • Select the Trace Level as VERBOSE to get detailed logs.
     • Note: VERBOSE traces are NOT RECOMMENDED for the production environment. If you are only able to reproduce the issue on production, then consider single user test with UserTracing enabled instead.
  6. From the logs captured above, are there any particular API calls or services throwing the error or causing the issue observed?  If so, enable verbose traces on the API or service call to capture more details.  

• SBC localization

  For SBC localization related issues, provide the following information:

  1. Which Sterling Business Center UI component are you trying to localize?
  2. Provide all the steps or documentations followed for localization.
  3. Provide the files under the following directory
     • <INSTALL_DIR>/repository/eardata/sbc/war/localization/<locale>/sbc/resources/core/
  4. Navigate to the <INSTALL_DIR>/repository/eardata/sbc/localization_index directory and share the bundle-index.properties file.
  5. Provide the sbc bundle properties file sbcbundle_<language>_<country or region>.properties.
  6. Navigate to the <INSTALL_DIR>/repository/eardata/sbc/localization_index directory and provide the corresponding bundle-index_<language>_<country or region>.properties file.

• SBC Customization

  Share the following details for SBC Customization related issues:

  1. If the application database is extended, provide the entity database extension XML files located in the INSTALL_DIR/extensions/global/entities/.
  2. Provide the files in the <INSTALL_DIR>/extensions/sbc/webpages directory.
  3. If you have defined new struts or overridden existing ones, share the related strut files located in the <INSTALL_DIR>/repository/eardata/sbc/extn directory.
  4. Navigate to the <INSTALL_DIR>/repository/eardata/sbc/extn/web.xml and share the customized web.xml file.

• SBC Deployment

  If you are seeing issues on SBC after a deployment, share the following details for further review:

  1. If the deployment is failing, provide the build and deploy logs capturing the issue.
  2. If the deployment is completing successfully, but issues are observed when accessing SBC, provide more details on the expected behavior and the observed behavior.
  3. Were there any changes made to SBC recently as part of the deployment?  If so, share details on these changes, including any files that were modified.
  4. Navigate to the problematic screen, and capture a screenshot of the issue.
  5. Follow the MustGather for IBM Sterling Order Management: Installation and Deployment related issues to capture the additional details pertaining to deployment issues.

• Master Data Upload

  If you are seeing issues with the Master Data Upload feature, capture the following information:

  1. What data type are you trying to upload?
  2. Provide a screenshot of the upload status screen from SBC by following the steps below:
     • Log on to the Sterling Business Center application as an Enterprise Administrator.
     • Go to System Setup and expand the Data Upload menu.
     • Click Master Data Upload.
     • Click View Upload Status in the Related Tasks bar on the left.
     • Take a screenshot of the upload status screen.
  3. Provide Verbose WUFALL and SBC logs capturing the issue by following the steps below:
     • Log on to the Application Console
     • Go to System > Launch System Management
     • Click Tools > Trace component. The Trace component window is displayed
     • Click Add and select the Component Type as web UI framework Console and Component Name as BusinessCenter.
     • Select the Trace Level as VERBOSE to get detailed logs.
     • Click Add and select the Component Type as web UI framework Console and Component Name as WUFALL.
     • Select the Trace Level as VERBOSE to get detailed logs.

  Note: VERBOSE traces are NOT RECOMMENDED for the production environment. If you are only able to reproduce the issue on production, then consider single user test with UserTracing enabled instead.

If any Pricing issues are observed, follow the MustGather for IBM Sterling Order Management: Pricing Issues to capture the necessary details and diagnostics for further review.