MustGather for IBM Sterling Inventory Visbility (IV) Issues

Troubleshooting

Problem

MustGather information aids in problem determination and saves time to resolve cases. IBM Sterling Support can better understand your problem, if all the information requested in this MustGather document is provided upfront while raising cases.

Once these diagnostics are captured, this document will also guide you to, how to share the data with IBM Support.

Diagnosing The Problem

Gathering information to open a support ticket
How to submit diagnostic data to IBM Support
General IBM Support hints and tips

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

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.

Availability issues

Provide the Tenant ID & Environment
Provide clear description of the issue encountered and the following:
- Supporting input and output JSON's of the problematic item with it's itemId, productClass & unitOfMeasure
- Provide the DG and node details
Was there a configuration change such as you recently added a ShipNode to the DG or the DG was newly created?
If this issue is related to Distribution Group (DG), then provide the impacted DG details by running the Get Distribution Group Details that use REST client application (example: POSTMAN)
If issue is related to ShipNode, provide name of the impacted node, also provide the get detailed node availability picture by using REST client application
Note - This API was not designed to use as a transactional API, thus there's a set a rate-limit on it. Hence, it is to be used when debugging the availability picture.
If issue is encountered on lower environment that is, other than Production environment. Share a temporary token to this lower environment along with a Test DG or ShipNode for Support to test and validate the issue. Also, provide the validity of this temporary token.

Supply / Demand not correct Or out of Sync

Share the tenant id for the environment where you are noticing this issue
Provide the exact problem that you are facing, along with the Observed behavior Vs Expected behavior
Share the input & output JSONS for the respective:
- Supply: Search Audit records of Supply changes and/ Get Audit Record of Supply Change
- Demand: Search Audit records of Demand changes and/ Get Audit Record of Demand Change
Provide the input for the respective Supply or Demand call made with the exact date & time along with time zone. If you receive an error/failure while using this input, make sure you share a screenshot of the error message
You can also share Supply Sync Records that are associated with the Supply sync API call that are recorded by enabling the recordTransaction flag

Distribution Group (DG) Sync issues

Provide the tenant id & the DG name
Provide what exactly is the problem that you are facing, include a detailed description and the Business Impact of this problem
Provide the input and output JSONS for Detailed Node availability
If Trigger a DGSync API was used, provide the input JSON & the job id generated along with the date and time with time zone
There is an API "Get Active Jobs" to check status of the DG sync. You can use this API call to check the status of the DG sync.

Events related issues

Published Events are not matching:
- Provide the exact problem description and if it is related to a specific item or happening to all items
- Share the tenant id & Environment details
- Provide date & time along with time zone when the updates were sent to COS/webhook
- If webhook urls were used, provide details of the webhooks.
- Share the following details in a form of a .txt attachment on the ticket raised with Support.The following data has sensitive content and should not be recorded directly over the ticket, hence we request to provide it as an attachment:
  - Bucket name:
  - Public endpoint url:
  - Folder name (Optional):
Requests to enable IV Events:
- Provide the following in-order to set up events on your respective tenants and buckets:
- Tenant ID and the Environment for which the event needs to be enabled
- Share the following details in a form of a .txt attachment on the ticket raised with Support.The following data has sensitive content and should not be recorded directly over the ticket, hence we request to provide it as an attachment:
  - Bucket name:
  - Api key:
  - Public endpoint url:
  - Folder name (Optional):

Performance issues

Provide the tenant id & Environment
Describe what is the exact problem and the Business Impact of this issue
Provide Actual response time Vs Expected response time
If you notice any timeouts, share the percentage of timeouts you notice and the duration of these timeouts
If you are noticing issues around logging, then provide the time taken for the logging to complete
If you have problems around a specific API response time, share the API name and the input JSON file, along with the time taken to complete this transaction
Date and time along with time zone when the performance degradation started.

Reservations related issues

Describe the exact problem description with supporting examples, wherein you provide itemID, unitOfMeasure & productClass
What is the observed Vs expected behavior?
To make the reservations, which IV API call is been made & share the request body for this call in JSON format. (To know more, How reservations work within IV go to IBM Sterling Inventory Visibility Reservations)
Share the input & output JSON for Get Reservations API

How to submit diagnostic data to IBM Support

After collecting the preceding information and a support ticket is opened, follow the instructions in: submit diagnostic data to IBM (ECuRep) or Enhanced Customer Data Repository (ECuRep) for secure upload.
If you are using IBM Community Portal, update the case to indicate that data has been sent.

General IBM Support hints and tips

Sterling Intelligent Promising Product documentation
Frequently Asked Questions
IBM Sterling Inventory Visibility APIs
IBM Sterling Order Management Software documentation (v10.x, etc.)
IBM Order Management On-Premise (v10.x) Compatibility Report
My Notifications - Sign up for My Notification to receive a customized weekly email from IBM support for your Product. Learn about announcements and important technical support information.
IBM Support Portal - IBM Support Portal home page.
IBM Support Guide - A guide to best practices and procedures when working with IBM Support for each type of product.
IBM Directory of worldwide contacts - IBM Support worldwide Contacts.
How to create and manage Enhancement Requests - Submit or vote for a product requirement.

Document Location

Worldwide

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Tips