IBM Support

MustGather for IBM Sterling Order Management: Web Services & REST API related 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.

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.

  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 this a new flow being tested or was this working before?
  7. 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?
  8. Share the xapirest.properties file as mentioned here.
  9. 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 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.
    

Configuration/Set Up

     
        
  1. Provide full context on what you are trying to achieve in relation to Sterling?
  2. What steps have you followed thus far in order to achieve your current state of this implementation?
    • Provide which documentation(s) you are following along with the inputs and outputs of the commands you have run.
    • What properties are configured to enable the REST API?
  3. Share the error code which you are receiving.
    • Provide screenshots of the issue.
    • Enable verbose trace against the API/Service depicting the issue.
  4. Share screenshots of the SDF configurations.
    • Application Manager -> Applications -> Application Platform -> Process Modeling -> Order -> Order Fulfillment -> Service Definitions
     

Runtime issues

      
        
  1. REST API Calls Failing 
    1. Sample message request being sent.
    2. Error code/response for the message.
    3. Did the request work previously?
      • If so, when was the issue first noticed?
      • Has there been any recent changes which might have affected this flow?
    4. Has this been tested via a REST client Postman and is the same error seen there too?
    5. Ensure that special characters that are being passed in the input are being encoded properly, ex. ‘&’.
    6. Can the environment be reached by other kinds of requests (environment might be down and hence issue is not specific to this or other REST calls)?
    7. Are there any errors seen on the server logs?
  2. API Response Issue
    1. Sample API inputs and outputs with details of the corresponding API being used.
    2. What is the expected versus actual response.
    3. Test using REST API Tester to narrow down to the root cause of the issue.
    4. Enable verbose trace on the API/Service and provide logs for review.
  3. Expired Session
    1. How long does it take before the session expires?
    2. Is IBMid enabled?
    3. Test the following, what behavior is seen:
      • Clear the cookies and cache.
      • Use incognito mode.
      • Is the issue specific to one browser or has this been validated across all? (i.e. Chrome, FireFox, etc.)
    4. Share a screenshot capturing the error screen.
    5. Capture a .HAR file by following the steps outlined here, generating a HAR file.
    6. Enable verbose trace against the API/Service and share logs for review.
    7. Is this issue specific to one user or seen across all?
      • Are there any user specific session times configured?
     

New Requests

    
        
  1. Which environment would you like this done in?
  2. What is the reason for this request?
  3. What service/endpoint would you like enabled?
    • Share the exact URL needed.
  4. Why is the team unable to process this request via self serve options available?     
    

Customizations

    
        
  1. What is the team trying to implement/achieve through customization?
  2. Are you seeing any errors during your implementation?
    • If so, share more context around the errors seen.
  3. Have you created a SDF Service and validated that is is working?
    • What steps have been followed thus far in regards to extending the service?
    • Reference: https://www.ibm.com/docs/en/order-management?topic=application-invoking-rest-services.
  4. Enable verbose trace on the API/service.
    
 
 

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":"Sterling Order Management"},"ARM Category":[{"code":"a8m0z000000cy05AAA","label":"BUC"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"}]

Document Information

Modified date:
31 December 2023

UID

ibm16619187

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