IBM Support

MustGather for IBM Sterling Order Management: Order Hub Issues

Troubleshooting


Problem

MustGather information aids in problem determination and saving time while resolving cases. IBM Sterling Support can better understand your problem if all the information requested in this MustGather is provided upfront.
Once the diagnostics are captured, this document will also guide you 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 the IBM Software Support Handbook.

A. Provide answers to all of the following before you gather problem-specific information requested in part B.
 
  1. Describe the Business Impact (current/future) due to this problem
  2. Indicate any project deadlines impacted
  3. What is the current impact on users? How many users are affected? 
  4. How frequently is the issue seen - once/multiple times a day/week, intermittently/consistently?
  5. Specify whether the issue is in Development, QA, Pre-Prod, Production or all environments and share the Order Hub Tenant details.
  6. Is this a new flow being tested or was it working before?
  7. When did the issue start? Were there any recent changes to the system such as a new deployment, functionality roll-out etc.?
  8. Provide detailed replication steps for Support to test the issue along with any relevant screenshots.
  9. Capture a .HAR file by following the steps outlined here.
  10. Capture developer console logs by following the steps outline here.
B. Find the problem that best describes your situation. This lists the diagnostics that IBM Support team requires to review your problem.
    

User Access and Resource Permissions

     
Here are a few references to commonly encountered issues:
If the above suggestions do not address the issue, proceed to gather the following diagnostics, depending on the OMoC Platform:
    

OMoC NextGen

    
  1. User Access Issues
    • IBMid of the user or users along with their roles in Order Hub and IBM Order Management System (OMS).
    • If you are seeing "User is not authorized to access OMS." message on the Order Hub UI, share the output of the following queries from OMS:
      • SELECT USERNAME, LOGINID, OIDCSECONDARYID,CONTACT_EMAIL_LOW FROM YFS_USER WHERE LOGINID IN ('<user_login_id>')
      • SELECT PERSON_INFO_KEY, EMAILID FROM YFS_PERSON_INFO WHERE YFS_PERSON_INFO.PERSON_INFO_KEY IN (select CONTACTADDRESS_KEY from YFS_USER where LOGINID in ('<user_login_id>'))
      • SELECT * FROM PLT_PROPERTY WHERE BASE_PROPERTY_NAME like '%jwt%'
    • Screen Print of the User Configuration in OMoC, Applications Manager -> Application Platform(Enterprise) -> Security -> Users -> <User Name>
  2. Resource Permissions
    If you have any issues with display of menu on Order Hub, share the following:
    • Role assigned in Order Hub for the user or users
    • Screen Print of the User Configuration in OMoC, Applications Manager -> Application Platform(Enterprise) -> Security -> Users -> <User Name>
    • Screen Print of the Resource Permissions set in User Group associated with the impacted user or users, Applications Manager -> Application Platform(Enterprise) -> Security -> Groups
    

OMoC Legacy

      
  1. IBMid of the user or users along with their roles in Order Hub and IBM Order Management System (OMS).
  2. If you are seeing "User is not authorized to access OMS." message on the Order Hub UI, share the output of the following queries from OMS:
    • SELECT USERNAME, LOGINID, OIDCSECONDARYID,CONTACT_EMAIL_LOW FROM YFS_USER WHERE LOGINID IN ('<user_login_id>')
    • SELECT PERSON_INFO_KEY, EMAILID FROM YFS_PERSON_INFO WHERE YFS_PERSON_INFO.PERSON_INFO_KEY IN (select CONTACTADDRESS_KEY from YFS_USER where LOGINID in ('<user_login_id>'))
    • SELECT * FROM PLT_PROPERTY WHERE BASE_PROPERTY_NAME like '%jwt%'
  3. Screen Print of the User Configuration in OMoC, Applications Manager -> Application Platform(Enterprise) -> Security -> Users -> <User Name>
  4. Is the User's IP allow listed to access the DNS url of OMoC?
  5.  Confirm if the user is able to successfully launch an OMS URL like IBM Sterling Business Center(SBC) on a different tab of the same browser window, which is used to access Order Hub.  
    

UI Display and Configuration

    
  1. Unable to view Product Class or UOM on UI
    • Example of item with product class and UOM and these values not displaying in Order Hub.
    • Screen prints of Order Hub -> Settings -> Display Settings -> General and Order Hub -> Settings -> Display Settings -> Data Fields
  2. Order Hub UI shows incorrect Inventory picture
    • Steps to test changes in inventory and how the UI does not reflect these changes.
    • Invoke the API directly through IV or GIV(depending on the Inventory back-end used) and share the input and output of the invocation.
    • Screen print of the Settings -> Display Settings -> General screen of Order Hub
  3. Order and Shipment related fields missing on the UI
    • Steps to test order and shipment and example of these fields being missing in the UI.
    • Screen print of Order Hub -> Settings -> Display Settings -> Data Fields screen.
  4. ​Cancel reason code is not getting populated correctly on the UI
    • Steps to test cancel reason code and example of how it is incorrectly displayed in UI.
    • Screen print of the Settings -> Display Settings -> General screen of Order Hub.
    • If it is behaving as desired in Application Console, apply VERBOSE tracing on the Component Type Application Console -> JSP and Application Console -> Servlets in OMS, replicate the flow and share the logs.
    

Orders and Shipments

    
  1. If the flow is working as wanted in OMS Application Console, share the screen prints. Also, apply VERBOSE tracing on the Component Type Application Console -> JSP and Application Console -> Servlets in OMS and share the logs.
    For more details, refer to the video that illustrates how to put components on trace
  2. In the HAR logs, if you see any API call failing or not behaving as expected , then execute the API directly in OMS through HTTP API tester and capture VERBOSE logs.
    Note:  VERBOSE trace is not suitable for the Production environment. If you are only able to reproduce the issue on production, then consider single user test with UserTracing enabled instead.
    

Inventory

    
Depending on the Inventory back-end (Inventory Visibility or Global Inventory Visibility), provide the diagnostics requested:
    

IBM Inventory Visibility (IV)

    
  1. HTTP Errors encountered while accessing the Inventory Screens
    • Specify whether it is an intermittent issue.
  2. Inventory menu not seen on Order Hub UI
    • Is the issue seen for specific user or users or is it seen across all the Users.
    • Screen print of the User Configuration in OMoC, Applications Manager -> Application Platform(Enterprise) -> Security -> Users -> <User Name>
    • Screen print of the Resource Permissions set in User Group associated with the impacted User/Users,  Applications Manager -> Application Platform(Enterprise) -> Security -> Groups
  3. Order Hub UI shows Incorrect Inventory picture
    • Steps to test change in inventory and how the UI does not reflect the changes.
    • Invoke the API through a rest client directly against IV and share the input and output of the invocation.
    • Screen print of the Settings -> Display Settings -> General screen of Order Hub.
  4. Adjust Inventory not working on Order Hub UI
    • Steps to test adjust inventory and errors observed in UI.
    • Invoke the API through a rest client directly against IV and share the input and output of the invocation.
    

Global Inventory Visibility

    
  1. HTTP Errors encountered while accessing the Inventory Screens
    • Specify whether it is an intermittent issue.
  2. Order Hub UI shows Incorrect Inventory picture
    • Steps to test change in inventory and how the UI does not reflect the changes.
    • Screen print of Inventory Console screen of OMoC, which shows the wanted Inventory Picture. Also, apply VERBOSE tracing on the Component Type Application Console -> JSP and Application Console -> Servlets and share the logs.
      Note:  VERBOSE trace is not suitable for the Production environment. If you are only able to reproduce the issue on production, then consider single user test with UserTracing enabled instead.
    • Screen print of the Settings -> Display Settings -> General screen of Order Hub.
  3.  Adjust Inventory not working on Order Hub UI
    • Steps to test adjust inventory and errors observed in UI.
    • Invoke the adjustInventory API directly through API tester and share the input/output of the invocation and VERBOSE logs captured.
      Note:  VERBOSE trace is not suitable for the Production environment. If you are only able to reproduce the issue on production, then consider single user test with UserTracing enabled instead.
    

Promising and Fulfillment

     
Depending on the back-end, provide diagnostics requested below:

EDD Simulator

    
  1. Unable to view EDD Simulator in the Promise and Fulfill Menu
    • Screen prints of:
      • Order Hub UI.
      • User Configuration in OMoC, Applications Manager -> Application Platform(Enterprise) -> Security -> Users -> <User Name>
      • Resource Permissions set in User Group associated with the impacted user or users, Applications Manager -> Application Platform(Enterprise) -> Security -> Groups
  2. EDD screen is rendered blank
    • Screen print of the Order Hub UI.
  3. Inconsistency in the output of EDD Simulator
    • Provide multiple example inputs and outputs that show the inconsistent behavior.
    • Invoke EDD API directly through a rest client by using same data passed in the EDD Simulator and share the API input and output.

Sourcing Tester

    
  1. Unable to view Sourcing Tester in the Promise and Fulfill Menu
    • Screen Print of:
      • Order Hub UI.
      • User Configuration in OMoC, Applications Manager -> Application Platform(Enterprise) -> Security -> Users -> <User Name>.
      • Resource Permissions set in User Group associated with the impacted User/Users, Applications Manager -> Application Platform(Enterprise) -> Security -> Groups.
  2. Sourcing Tester screen is rendered blank
    • Screen Print of Order Hub UI.
  3. Inconsistency in the output of Sourcing Tester
    • Provide multiple example inputs and outputs that show the inconsistent behavior.
    • Invoke getSourcingConfig REST API directly using same input passed to the Sourcing Tester. Share the API input and output.
    

Performance

     
  1. List of screens where slowness is observed along with the :
    a.) Screen prints and
    b.) Time taken to display the data.
  2. Are you noticing slowness in Application Console on executing a similar flow? If not, apply VERBOSE tracing on the Component Type Application Console -> JSP and Application Console -> Servlets in OMS and share the logs.
    For more details, refer to the video that illustrates how to put components on trace
  3. In the HAR logs, if you see an API that is taking more time to load, capture 2 sets of logs by enabling (separately) VERBOSE and SQLDEBUG logs while executing the flow in Order Hub.
    Note:  VERBOSE trace is not suitable for the production environment. If you are only able to reproduce the issue on production, then consider single user test with UserTracing enabled instead.
  
    

Customization

    
    

Issues during the Developer Toolkit(DTK) setup

    
  1. OS Version (Recommended Version: RHEL 8.x).
  2. System Memory.
  3. Database vendor and version details (Include Fix Pack level).
  4. JDK Version.
  5. Docker Compose Version.
  6. WSL2 Version(If OS is Windows).
  7. om-compose.properties.
  8. The exact command used to execute the process.
  9. All available log files from <Path>/devtoolkit_docker/compose/logs folder.
    

Unable to access the instance post DTK installation

    
Check whether there are any port numbers conflicting with the Docker Compose environment.

Windows

In a command prompt or DOS window, type netstat -a -n or netstat -an to display a list of ports in use. You can also use netstat -a -n | more to page through the list.

Unix and Linux

  1. On a command line, type netstat -a -n or netstat - an to display a list of ports in use. Or, to find whether a specific port is in use, type netstat -a | grep [port number].
  2. Check whether an entry for mqserver is added as a localhost in /etc/hosts file.
  3. All available log files from <Path>/devtoolkit_docker/compose/logs folder.
    

Unable to access the Story Book

     
 
  1. URL used to access the Story Book.
  2. om-compose.properties file used during DTK Installation.
  3. Confirm if the docker container orderhubext is running. Command: docker ps
    

Yarn installation is failing

     
  1. Yarn version.
  2. Node.js version.
  3. Angular CLI version.
  4. Absolute path where the orderhub-code is copied.
  5. Confirm if the docker container orderhubext is running. Command: docker ps
    • If yes, check whether there are any port numbers conflicting with the Docker Compose environment
      Windows
      In a command prompt or DOS window, type netstat -a -n or netstat -an to display a list of ports in use. You can also type netstat -a -n | more to page through the list.

                 Unix and Linux
                 On a command line, type netstat -a -n or netstat - an to display a list of ports in use. Or, to find whether a        specific port is in use, type netstat -a | grep [port number].
    

Issues with yarn start-app

    
  1. Yarn version.
  2. Node.js version.
  3. Angular CLI version.
  4. Hosts file 
    • Windows 10: C:\Windows\System32\drivers\etc\hosts
    • Linux or Mac OS: sudo vim /etc/hosts
  5. NODE_OPTIONS value set in the command prompt.
    

Issues in loading the Customization on Order Hub UI

    
  1. Are you able to launch https://bucgenerichost:<port relevant to the app>/<app> on a different tab of the same window that has Order Hub?
    Note: This step is mainly to accept the certificate if you are prompted, nothing shows up on this screen post accepting the certificate.
  2. om-compose.properties file used during DTK Installation.
    

Issues while customizing existing applications

    
  1. Detailed replication steps along with the:
    • Steps followed to perform the customization.
    • Screen prints.
  2. Share the entire customization package if you are facing issues post extending any of the following screens:
    • Adding search fields to existing screens.
    • Adding columns and actions to existing tables.
    • Adding summary fields to existing detail pages.
    • Adding fields to the data fields configuration page.
    

Issues during the Customization Deployment

    
  1. features.json file of the specific module(devtoolkit_docker/orderhub-code/<module-name>/features.json).
  2. package-customization.json file of the specific module(devtoolkit_docker/orderhub-code/<module-name>/package-customization.json).
  3. Exact yarn command used to build the customization package.
  4. Exact yarn command used to publish the customization.

How to submit diagnostic data to IBM Support


General IBM Support hints and tips

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

Back to top

 

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:
29 December 2023

UID

ibm17025521

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